General Manager - Returns Warehouse

About the role

The General Manager/Site Leader at Quince.com oversees the second Returns Processing Center, leading a team of Operations Managers, Area Managers, and up to 400 hourly Associates. Key responsibilities include driving performance, fostering a culture of continuous improvement, managing performance metrics, and ensuring operational efficiency.

Responsibilities

• Lead and manage all aspects of site operations, including performance, quality, safety, and customer experience across all departments.
• Foster a culture of continuous improvement by implementing Lean and Six Sigma methodologies, driving process enhancements and quality initiatives.
• Set performance goals for your team, provide coaching and feedback, and ensure alignment with company objectives.
• Manage performance KPIs, identify and track key metrics, and plan continuous improvement efforts to enhance operational efficiency for your facility.
• Use data-driven insights and analytics to identify areas for improvement, track performance metrics, and implement strategies to optimize operational efficiency.
• Leverage data analytics and automation tools to optimize reverse logistics flows, improving the speed and accuracy of returns processing and minimizing costs.
• Ensure all safety standards and compliance regulations are followed, creating a secure working environment for all team members.
• Oversee staffing, including recruitment, training, performance management, and the development of team members.
• Cultivate positive employee relations, support career development, and promote a strong leadership pipeline within the organization.
• Collaborate with cross-functional teams (HR, Finance, IT, Facilities, etc.) to ensure resource availability and support for key projects and initiatives.
• Share best practices and lessons learned with other facilities and headquarters to drive consistency and operational excellence across the network.
• Manage the operational P&L for the site, ensuring cost control and budget adherence.

Qualifications

• Bachelor’s Degree in Business, Operations, Supply Chain, or a related field
• 7+ years of leadership experience in manufacturing, distribution, or e-commerce environments, including at least 2 years in a senior management role
• Proven track record of driving operational performance, process improvement, and team development
• Experience managing performance metrics, budgets, and P&Ls
• Proficiency in Microsoft Office Suite, Gmail, and Excel
• Able to manage a diverse team and provide ongoing coaching and mentorship
• Flexibility to work varying hours, including weekends, holidays, and overnight shifts as required

Physical Requirements

• Ability to lift and move totes up to 49 pounds each
• Frequent bending, lifting, stretching, and reaching
• Standing and walking for an average of 5 miles per day
• Ability to work in construction/distribution environments (e.g., noisy, unlit, unheated, non-air-conditioned)