[Hiring] Returns Manager @Quince

Role Description

The Returns, Quality and Fraud team is responsible for building and maintaining key aspects of the customer journey; improving product quality, ensuring smooth execution of return set up/processing/refund/disposition and detecting abuse of Quince policies. Our main objectives are to build and scale a lasting infrastructure while simultaneously optimizing for cost and maximizing recovery.

The Re-Commerce Manager is responsible for maximizing recovery value from returned, excess, and refurbished inventory by managing the resale of products across third-party (3P) marketplaces. Working closely with your Strategy Director, this role owns the execution, and performance of re-commerce operations, ensuring returned products are efficiently processed, listed, sold, and fulfilled in a way that protects brand standards and drives incremental revenue.

The ideal candidate is a hands-on, detail-oriented operator who thrives at the intersection of returns, marketplaces, and revenue recovery. They are highly organized, data-driven, and comfortable owning end-to-end resale execution across multiple 3P platforms. This person is a strong cross-functional partner who can translate operational realities into profitable marketplace strategies, balances speed with brand integrity, and is energized by turning complex return streams into incremental value.

They thrive in fast-paced environments where ambiguity is common and answers are not always immediately available, approaching challenges with curiosity, ownership, and a strong bias toward action. This individual is collaborative and comfortable operating independently in an environment where decision-making is intentionally distributed and where speed, data, and strategy are highly valued.

Key Responsibilities

• Partner with your Director to implement strategy, outlining returned and excess inventory for re-commerce channels
• Own day-to-day management of selling on 3P marketplaces, overseeing a small team responsible for capturing product details and ensuring accurate listing creations
• Develop and execute re-commerce strategies to maximize recovery value, sell-through, and margin
• Manage marketplace compliance, performance metrics, customer engagement and account health (ratings, defects, returns, disputes)
• Coordinate inventory flow, fulfillment processes, and reconciliation with warehouse or 3PL partners
• Analyze sales performance, recovery rates, and inventory aging; provide regular reporting and insights to leadership
• Continuously improve processes related to liquidation avoidance and resale efficiency
• Monitor marketplace trends, fees, and policies to inform pricing and channel strategy
• Ensure resale practices align with brand guidelines, customer experience standards, and sustainability goals
• Audit goods to ensure accurate grading and correct classification between restockable, refurbishable, and un-restockable merchandise, aligning disposition decisions with resale strategy and recovery value

Performance Deliverables / KPIs

• Recovery Rate (%): Percentage of original PCOGS recovered through re-commerce channels
• Net Recovery Margin ($ / %): Recovery revenue minus all associated costs (fees, labor, refurbishment, fulfillment)
• Throughput Timing: Average days from return processing to active marketplace listing
• Sell-Through Rate: Percentage of listed inventory sold within 30, 60, 60+ day timeframes
• Associate Processing Throughput: Managed Associate UPH to capture listing details
• Product Listing Quality: Accuracy and completeness of listings (condition, photos, descriptions)

Qualifications

• 2+ years of leadership experience in a warehouse, logistics, or fulfillment environment
• Bachelor’s degree in Business, Operations, Supply Chain, General Management, or a related field (or equivalent experience)
• Strong understanding of returns workflows, inventory management, and product lifecycle economics
• Experience managing a small operational team, with accountability for accuracy, productivity (UPH), quality standards, and continuous performance improvement
• Data-driven mindset with the ability to analyze performance and optimize outcomes
• Excellent cross-functional communication skills, especially in partnership with Operations and Returns teams
• Detail-oriented, highly organized, and comfortable managing multiple SKUs and channels simultaneously
• Bonus: Hands-on experience managing 3P marketplaces and their operational requirements

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 where noise levels may vary, and temperatures may be subject to fluctuations with or without reasonable accommodation
• Frequently climb and descend stairs with or without reasonable accommodation

Benefits

• Pay Range: $71,000 - $79,000
• All posted ranges are reflective of base salary and may vary depending upon experience level and location.
• Bonus and equity may also be provided for eligible roles.

Equal Opportunity & Hiring Integrity

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis.

Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws.

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.