If you’re a builder-leader who can scale a customer experience operation without letting quality slip, Quince is hiring a Senior Manager, Customer Experience & Enablement (B2B). You’ll lead the B2B Project Management function and create the playbooks, training, tooling, and performance systems that keep service consistent as the business scales.
About Quince
Quince is a direct-to-consumer brand founded in 2018 to deliver high-quality essentials at radically lower prices through transparent pricing, ethical production, and just-in-time manufacturing. Quince uses AI, analytics, and automation to build a better retail experience for customers and partners.
Schedule
- Remote (United States)
- Full-time
What You’ll Do
- Lead and scale the B2B Project Management organization, growing the team from ~6 to 20+
- Build forecasting and capacity models that account for project complexity and volume
- Own customer experience outcomes including CSAT (4.8+), SLAs, same-day responsiveness, operational consistency, and escalation resolution
- Define and implement the operating model for customer experience and project execution at scale
- Partner with Sales on handoffs, expectation-setting, and post-close transitions
- Collaborate with cross-functional teams (Operations, Product, Engineering, Supply Chain, CRM) to identify risk early and prevent customer-impacting issues
- Design and run onboarding, training, and certification programs to ramp new Project Managers quickly and consistently
- Create and maintain CX/PM playbooks, SOPs, templates, macros, and automated responses with a unified voice
- Establish role-based success behaviors, quality standards, coaching tools, and calibration frameworks for Team Leads and Project Managers
- Own knowledge management governance, including internal documentation and customer-facing FAQs to reduce contact volume and increase self-service
- Use AI, automation, and tooling to improve speed-to-competency, reduce cognitive load, and increase team efficiency
- Build dashboards, reporting, and feedback loops that connect CSAT/QA insights to process, training, and tooling improvements
- Streamline workflows to reduce touchpoints per interaction while maintaining service quality
- Step in hands-on during peak demand, ambiguity, or critical escalations and model strong execution
What You Need
- 8–12+ years in CX, customer success, operations, enablement, or project management in a high-growth environment with complex clients
- Proven experience leading and scaling 20+ person customer-facing teams (including managing managers and/or senior ICs)
- Strong track record owning customer metrics (CSAT, SLAs, responsiveness, escalations) in $100M+ businesses
- Experience building enablement systems: onboarding, training, QA, and knowledge management that drive consistent performance at scale
- Strong operational ability to design processes, define standards, and ensure execution with minimal oversight
- Tool fluency, including experience with HubSpot, Slack, dashboards, automation, and AI-driven workflows (Replit mentioned as a plus)
- Excellent written and verbal communication skills with strong client-facing clarity
- Comfort creating structure in ambiguous environments and influencing cross-functional partners without formal authority
- Ownership mindset and bias toward action and continuous improvement
Benefits
- Base salary range: $159,000 – $227,000 USD
- Bonus and equity may be available depending on role eligibility
If you’re ready to lead CX at scale and build enablement systems that keep teams sharp as volume grows, this role is built for that.
Happy Hunting,
~Two Chicks…