Team Lead, Project Management
About The Position
The Team Lead, Project Management is a people and process leader with a passion for delivering exceptional customer experiences and building high-performing teams. You bring proven success in managing remote teams, ideally in a fast-paced, digital-first environment. You balance empathy and accountability, know how to motivate and coach, and thrive on solving problems creatively while ensuring consistency in service quality. You are ultimately accountable for the customer experience delivered by your team. You're data-informed, but people-driven, able to translate insights into actions, set clear goals, and inspire teams to exceed them. You’re tech-savvy, customer-obsessed, and love transforming challenges into opportunities.
Requirements
- The Team Lead, Project Management is a people and process leader with a passion for delivering exceptional customer experiences and building high-performing teams.
- You bring proven success in managing remote teams, ideally in a fast-paced, digital-first environment.
- You balance empathy and accountability, know how to motivate and coach, and thrive on solving problems creatively while ensuring consistency in service quality.
- You are ultimately accountable for the customer experience delivered by your team.
- You're data-informed, but people-driven, able to translate insights into actions, set clear goals, and inspire teams to exceed them.
- You’re tech-savvy, customer-obsessed, and love transforming challenges into opportunities.
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
