Design & Service Center Manager - Signet Jewelers - Casa Paloma Shopping Center

Signet Jewelers•Chandler, AZ

2d•Onsite

About The Position

The Design & Service Center Manager oversees the day-to-day operations of a DSC Repair Shop. This role requires a diverse set of leadership skills to drive efficiency and success in a fast-paced, dynamic environment. The manager is responsible for building and inspiring a high-performing team, recruiting, hiring, and retaining talent, and developing and implementing training sessions to improve performance. They mentor, motivate, and coach their team, ensuring a continuous workflow through strategic production plans. The manager is also responsible for the maintenance, organization, cleanliness, and safety of the DSC, ensuring high-quality repairs are delivered on time. They strategize and resolve customer and team member concerns, evaluate team member performance, and hold the team accountable to expectations. The role oversees operations and drives core metrics such as Quality, On-time delivery, First-Time-Right, Inventory, Audits, and overall profitability by improving margins. Additional responsibilities include supporting stores with repair sales, questions, and potential store visits, as well as supporting the district or partnering on new initiatives as assigned by the District Manager.

Requirements

Proven ability to drive amazing customer service
Ability to drive performance with a team
Effective communication skills
Ability to effectively trains others
Experience with performance and driving metrics
Managing multiple tasks
Ability to adapt to challenges while remaining calm in a constantly challenging and ever-changing environment
Analytical thinker
Previous experience with coaching others
Must be a solid team player
Leadership capabilities
Must have the minimum skill set of a Level B Jeweler
Continually strive to improve skills to Level A and Level AA Jeweler
Minimum of High School Diploma or GED preferred
Minimum skill set of Level B Jeweler
Previous management experience
Must have a valid driver’s license and proof of insurability.

Nice To Haves

Previous management experience preferred
Associates or Bachelor degree in related field preferred but not required
Computer Aided Design (CAD) skills preferred but not required
Computer Aided Manufacturing (CAM) skills preferred but not required
GIA Gemology training

Responsibilities

Follow Quality Control procedures on every job prior to delivery to stores by utilizing the 5 critical check point process
Provide estimates back to stores within 24 hours on cost and turnaround time
Order parts within 2 days of receiving a job
Communicate to stores any discrepancies on jobs immediately within 24 hours
Communicate to stores receipt on any jobs that will be delayed and not meet original promise date within 24 hours
Review parts daily and delegate ordering task to Administrative Coordinator (AC), Apprentice or Jewelers, as assigned by the manager
Do bi-weekly outreach to your store partners/managers to discuss wins and areas of opportunities
Do same day Jared jobs to meet customers’ expectations
Offer solutions and partnership as needed
The recruiting and vetting of candidates to fill open positions
Attend and participate in district meetings
Visit local stores when time allows
Perform the tasks and skillsets, minimum of B level jeweler
Live Signet’s Core Values
Oversees daily operations of the Design & Service Center
Identifies supply needs and delegates orders to AC, Apprentice or Jewelers, as assigned by the manager
Organizes jobs and distributes to production jewelers daily and throughout the day
Identifies and prioritizes rush jobs and special orders
Maintains control of supply orders and keeps the right level of inventory on hand
Oversees daily production and billing
Maintains an oversight of receiving and shipping
Ensures all equipment is in working order daily
Controls the security access to the DSC and ensures all repairs and supplies are safe
Communicate reoccurring concerns with merchandise via the portal and the district manager
Communicate concerns with store partners to the district manager
Have weekly communication with your district manager to discuss weekly performance
Review your AP detail report and discuss any discrepancies with your district manager
Report weekly metric numbers to your district manager
Create weekly Team Member schedules and publish them in a timely manner
Ensure all team members follow time and attendance policy by punching in and out correctly
Ensure all team members follow lunch break and rest break policies
Review payroll punched hours and make corrections if necessary
Make appropriate schedule changes for DSC demand needs
Forecast workloads by reviewing capacity daily and update district manager if needed
Ensure all custom jobs are processed correctly by utilizing our custom systems
Oversee all follow-up on custom jobs
Ensure all information required for custom jobs is completed before sending to CAD
Review all reports daily (morning report, production report, FTR report, VOC, sales)
Utilize and identify areas of improvement using your Profit and Loss report
Oversee the workflow process of your DSC
Adhere to all policies and procedures for shipping to stores and outside vendors
Communicate with stores and outside vendors when needed
Train team on use of PPE and review yearly
Train team on the safety data sheets and SDS book and regulations
Know Repair Support contacts at home office
Complete inventory task once per month and submit to district manager
Follow scrap and sludge tank policies and procedures for processing
Complete all training assigned to you in a timely manner
Complete all MyWork tasks daily
Know how to use Smartsheet in the portal
Attend and participate in Teams/Zoom meetings when scheduled
Know how to use an incident report
Understand and uphold Human Resources and Loss Prevention Policies and Procedures
Recruit Design & Service Center Team Members utilizing the Talent Acquisition Guide
Train all DSC Team Members in their areas of responsibility
Coach Design & Service Center Team Members to improve their performance
When applicable, hold Team Members accountable to improve their performance or modify current behaviors
Conduct company directed Quarterly Check-In and/or Performance Appraisal as assigned
Hold two huddles daily with your team to set direction for the day
Oversee that Team Members complete safety training, quizzes and training modules
Conduct weekly One-on-Ones with all Design & Service Center Team Members
Monitor Jewelers’ production performance daily