Head of Product Returns Reduction

Quince

Quince

Product
San Francisco, CA, USA · Remote
Posted on Tuesday, April 25, 2023
OUR STORY
Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.
OUR VALUES
EVERYONE SHOULD BE ABLE TO AFFORD NICE THINGS. Quality shouldn’t be a luxury. We’re proud of our mission to bring the world’s highest quality goods to people at affordable prices.
QUALITY IS MORE THAN MATERIALS. True quality is a combination of premium materials and high production standards.
WE FOCUS ON THE ESSENTIALS. From the perfect crewneck sweater to hotel quality sheets, we're all about high quality essentials that bring enjoyment to daily life.
WE’RE INNOVATING TO MAKE UNREAL PRICES A REALITY. Our uniquely developed factory-direct model lets us offer exceptionally high quality goods for much lower prices than our competitors.
ALWAYS A BETTER DEAL. We believe in real price transparency, for both our customers and factory partners. This way, everyone gets a better deal.
FAIR FACTORIES. We are committed to working with factories that meet the global standards for workplace safety and wage fairness.
OUR TEAM AND SUCCESS
Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Wish.com, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.
THE IDEAL CANDIDATE
The ideal candidate is a self-starter, problem-solver and successful in combining technology and data into best-in-class outcomes. The candidate is energized by solving complex business problems and consistently effective in making high-judgment decisions at rapid pace amidst the frequent ambiguity that comes with charting a course of action with no precedent. Moreover, the ideal candidate is energized by an environment where strategy, innovation and decision-making are intentionally distributed, where candor, speed and data are highly valued and colleagues at all levels hold each other to unusually high standards on behalf of Quince customers.
At Quince, we want to delight every consumer with every purchase. Product returns represent instances where our consumer wasn't delighted with their purchase and changed their mind. The reasons behind product returns can be quite broad, impacted by the information presented on the site, product design, product fit, manufacturing quality issues, delivery issues and consumer preference.
The responsibility of the leader in this role is to reduce total product returns and delight the consumer in the process by:
- Working cross-functionally across merchandising, product development, sourcing, QA/QC, operations, storefront and engineering teams
- Identifying and executing opportunities through the lens of the end-to-end customer journey (initial site engagement and purchase, product receipt/use and returns process), evaluating return root-causes in consumer purchase support (fit, style, material, colors), product and manufacturing quality, delivery and operations.
- Leveraging data and AI to build a structure to identify and anticipate returns as early as possible.
- Using insights from returns to inform future product assortment and product development decisions
This role will report to the Head of Product Merchandising and Supply Chain.

Candidates should have:

  • Strong anchor in the consumer perspective and would approach returns issues through the eyes of the consumer;
  • Experience in both product and operations;
  • Strong problem solving background, preferably with 2 years of consulting background;
  • Strong analytics - especially structuring analyses and simplifying complex data;
  • Bias to creating solutions and driving impact
  • Ability to work cross-functionally, across multiple geographies
Quince seeks to build high-performing teams of people from various experiences and backgrounds who can collectively push our company into new realms. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.
Quince seeks to build high-performing teams of people from various experiences and backgrounds who can collectively push our company into new realms. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.
Security Advisory: Beware of Frauds
At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.