Senior Operations Manager

The Role

We are seeking a Senior Operations Manager to join our growing team. As a Senior Operations Manager you will lead strategic operations within our Quince Returns Center, overseeing a team of Area Managers and Operations Managers and their direct reports. Your role is central to driving the success of our reverse logistics processes while ensuring the highest standards of safety, accuracy, and efficiency. You’ll oversee strategic direction for mentoring leaders, optimizing workflows, and implementing data-driven improvements across multiple return functions. Your ability to lead through others, identify operational bottlenecks, and scale best practices will directly impact our customer experience and operational performance.

Responsibilities:

• Lead, mentor, and coach leaders to develop a team of Area Managers and Operations Managers and their teams to ensure strong leadership, high employee engagement, and consistent execution of warehouse returns processes.
• Oversee and drive strategic and daily operations within the Returns Warehouse, ensuring targets are met for processing speed, inventory accuracy, and customer resolution time.
• Maintain and promote a culture of safety, ensuring OSHA compliance and adherence to internal safety protocols across all work areas.
• Monitor performance metrics and conduct regular operational reviews to ensure productivity and quality goals are met, identifying and resolving gaps proactively.
• Collaborate with executive leadership and cross-functional teams with HR, Finance, Safety, Facilities, and Inventory Control teams to plan labor, implement policy changes, and optimize performance.
• Drive and execute continuous improvement initiatives using Lean, Six Sigma, Kaizen, and advanced analytics methodologies to improve turnaround times, reduce cost per unit, and eliminate waste.
• Partner with the general manager and Executive Leadership and other senior leaders to align team execution with broader organizational goals and future growth initiatives.
• Foster a positive and productive work environment through coaching, recognition, and regular performance feedback.
• Perform additional duties as needed to ensure the successful operation and scaling of our returns fulfillment center.

Qualifications

Required

• Bachelor’s degree in Business, Operations, Supply Chain, or a related field (or equivalent experience).
• 8+ years of operations leadership experience with 4+ years managing salaried leaders (e.g., Area Managers and Operations Managers) in a warehouse, fulfillment, logistics, or distribution setting.
• Demonstrated success in leading teams to achieve KPIs and operational goals in a fast-paced environment.
• Availability to work a flexible schedule, including weekends, nights, and holidays as needed.

Preferred

• Masters degree in Business, Operations, Supply Chain, or related field (or equivalent experience
• Experience overseeing returns or reverse logistics operations in a high-volume environment.
• Familiarity with Lean, Six Sigma, and continuous improvement practices.
• Proven ability to lead multiple teams, prioritize competing demands, and deliver results under pressure.
• Strong communication, problem-solving, and organizational skills.
• Industry background in e-commerce, apparel, retail, or high-growth warehouse operations is highly desirable.

Physical Requirements:

• Lift up to 49 pounds and frequently push, pull, squat, bend, and reach with or without reasonable accommodation
• Stand and walk for extended periods during shifts (up to 12 hours), with or without reasonable accommodation
• Work in an environment with fluctuating noise levels and temperatures.
• Frequently climb and descend stairs with or without reasonable accommodation