Quality Assurance Manager, Customization

About the role

The role centers on owning the end-to-end quality strategy for Quince's customization programs, ensuring that every personalized item meets the brand's exacting standards before it reaches the customer. You will be responsible for establishing a robust quality framework that safeguards the brand's reputation for high quality and essential design. On the team, you will partner closely with the 3P decorator to translate our values of Customer First and Social & Environmental Responsibility into tangible inspection criteria. This position requires a meticulous mindset focused on process, data, and continuous improvement to reduce defects and drive predictability. You will leverage analytical skills to interpret quality data, identify systemic issues, and implement preventative controls across the production lifecycle. Ultimately, this role is about building trust with our partners and customers by ensuring that every customization is flawless and consistent.

Key facts

What you'll do

• You will architect and own the quality strategy for customization production, ensuring alignment with Quince's commitment to high quality and essential design.
• You will execute rigorous production quality checks at every stage, including embroidery, screen-printing, heat transfer, and embossing, to identify defects and deviations.
• You will establish and implement SOPs and QA processes from the ground up, creating a repeatable system for incoming goods inspection and final outbound audits.
• You will track and analyze quality, delivery, and efficiency KPIs, utilizing data to uncover trends and drive actionable improvements for the customization line.
• You will partner with the 3P decorator to build trust and ensure adoption of Quince quality standards, influencing behavior and process changes at the facility level.
• You will identify root causes for quality failures, inventory discrepancies, and delivery issues, then collaborate cross-functionally to resolve and prevent recurrence.
• You will develop and manage quality checkpoints and acceptance criteria for new product lines and decoration techniques, supporting smooth onboarding.
• You will maintain detailed documentation of audit findings, non-conformances, and corrective actions to support continuous improvement initiatives.
• You will lead root cause analysis sessions, guiding cross-functional teams to implement sustainable solutions that enhance overall quality.
• You will ensure that all quality activities support on-time delivery targets, holding performance to strict standards for reliability and customer satisfaction.
• You will mentor and guide junior QA staff, fostering a culture of accountability, precision, and adherence to process.
• You will collaborate with sourcing and project management teams to resolve quality-related escalations and ensure seamless order fulfillment.

Requirements

• You need a bachelor's degree in engineering, business, or a related technical field.
• You need a minimum of 5 years of experience in a quality assurance role, preferably within manufacturing or production environments.
• You need proven experience managing quality processes and driving improvements in a multi-line production setting.
• You must have a strong understanding of quality management systems and process improvement methodologies such as Lean or Six Sigma.
• You must demonstrate excellent analytical and problem-solving skills, with the ability to interpret data and translate it into actionable insights.
• You must have exceptional written and verbal communication skills, enabling effective collaboration with cross-functional and international teams.
• You must be highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• You must have experience working with third-party vendors and influencing partners who are not directly managed.
• You must be proficient in using spreadsheets, databases, and quality management tools to track and report on metrics.
• You must be comfortable working independently with a high degree of ownership and accountability for outcomes.
• You must be willing to travel domestically for business as required by operational needs.
• You must be authorized to work in the United States without sponsorship for this role.

Nice to have

• Experience in the apparel, accessories, or home goods industry.
• Familiarity with e-commerce operations and customer experience best practices.
• Knowledge of automation tools or quality software platforms.
• Background in sustainability or ethical sourcing practices.

Practical notes

• Note: About the company

Golden fruit defines a quiet genus within Rosaceae. A tree drops leaves, holding firm, scented bright fruit. Raw form brings tart bite; texture nears pear. Transformation follows through jam, dense blocks named cheese, or drinks. Harvests respect seasonal change. Work connects orchard care with careful craft. Roles suit minds valuing detail over speed. Growth happens as shared effort, steady training, clear guidance. Openings welcome those ready to learn, test methods, and protect simple, honest produce for local tables.

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Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions:

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