Team Lead, Project Management

Quince is a tech company disrupting the retail industry with a focus on sustainability and quality. The Team Lead, Project Management is responsible for managing a team of Project Managers, driving performance, and ensuring exceptional customer experiences.

Responsibilities:

• Lead, manage, and develop a team of US-based Project Managers focused on delivering best-in-class project management of B2B orders
• Drive team performance and KPIs (On Time Delivery, Quality Assurance, Response Time, Escalation Management) and implement action plans for continuous improvement. Manage underperformance swiftly, taking the utmost care to ensure that customers are not negatively impacted by any one member of the team
• Create a culture of ownership, growth, and accountability through regular coaching, feedback, and performance reviews
• Collaborate cross-functionally with product, logistics, and marketing to address customer pain points and provide insights to drive improvements
• Lead initiatives that elevate the customer journey, reduce friction, and increase retention and satisfaction
• Assist with hiring, onboarding, and ongoing training to ensure readiness and alignment with Quince values
• Accountable for escalations across your team, ensuring prompt resolution
• Serve as a subject and process expert on client-facing calls
• Manage work load balance and coverage during absences
• Performance Management: Monitor each of your team member’s performance and alignment with the key department metrics. Perform timely coaching, and feedback sessions with documentation and follow-up completed in real time. There should be no surprises when it comes to client orders being mishandled
• Team Engagement: Communicate with your team daily, answering questions, and addressing issues
• Email & Task Management: Respond to all assigned Tasks within the corresponding SLA and follow up on emails or requests for assistance within the same day. If an SLA breach is unavoidable or has already occurred, escalate the issue to ensure visibility and timely resolution.Project Manage: Project Manage projects independently to maintain expertise in the process and effectively suggest and drive improvements. During certain periods of the year, the Team Lead will be expected to take on the workload of a PM in addition to their role, especially when the size of their team is < 5 PMs
• 1:1s: Prepare for and host 1:1s for all team members on weekly or bi-weekly cadence, depending on need. Create and adhere to a consistent 1:1 format
• Attrition Management: Surface attrition risks and performance concerns promptly and proactively with leadership
• 30/60/90 Onboarding: Fill out 30/60/90 Onboarding documentation for all new joiners. PM Weekly: Co-Lead the PM weekly call
• JIRA Filing: File JIRAs for any issues or concerns that arise on your team
• Special Projects: Occasionally, you may be asked to complete various projects supporting your team or addressing specific issues that arise. Be prepared to take on these tasks with diligence and efficiency
• Customer Escalations: Handle customer escalations promptly and professionally
• Hiring & Interviewing: Attend all scheduled interviews and submit a scorecard within 1 hour of completion of interview
• Attendance Monitoring: Manage Out of Office schedules and coverage appropriately

Requirements:

• Proven success in managing remote teams, ideally in a fast-paced, digital-first environment
• Ability to balance empathy and accountability
• Experience in motivating and coaching teams
• Strong problem-solving skills with a focus on creativity and consistency in service quality
• Data-informed decision-making skills
• Ability to translate insights into actions and set clear goals
• Tech-savvy and customer-obsessed
• Experience in project management of B2B orders
• Ability to drive team performance and KPIs (On Time Delivery, Quality Assurance, Response Time, Escalation Management)
• Experience in creating a culture of ownership, growth, and accountability
• Ability to collaborate cross-functionally with product, logistics, and marketing
• Experience in hiring, onboarding, and ongoing training
• Accountability for escalations and ensuring prompt resolution
• Ability to manage workload balance and coverage during absences