Design & Service Center Manager - Signet Jewelers - Crossings at Fox Run

Signet Jewelers•Newington, NH

About The Position

The Design & Service Center (DSC) Manager oversees the day-to-day operations of a jewelry repair shop. The manager leads a high-performing team, recruits and retains team members, develops and delivers training, and mentors, motivates, and coaches employees. The role plans and manages production workflows to ensure repairs are completed with quality and delivered when promised, while maintaining the center’s organization, cleanliness, safety, equipment, inventory, and security. The manager resolves customer and team-member concerns and oversees performance against quality, on-time delivery, first-time-right, inventory, audit, and profitability metrics. The manager also supports store partners with repair sales and questions, may visit local stores, and may take on additional district or initiative-related assignments. The position includes extensive operational and administrative responsibilities: organizing and assigning work, managing supplies and parts, overseeing receiving, shipping, production, billing, custom jobs, reports, payroll, schedules, workload forecasts, and compliance with company policies and procedures. The manager reports weekly performance and metrics to the DSC District Manager and communicates regularly with store partners and outside vendors. The manager supervises Administrative Coordinators, Jewelers, and Jeweler Apprentices. This includes hiring, training, conducting daily team huddles and weekly one-on-ones, monitoring production, providing performance feedback, completing appraisals or check-ins, and ensuring completion of safety and other assigned training. The manager must perform the tasks and skillsets of at least a Level B Jeweler and is expected to continue developing toward Level A and Level AA Jeweler certification. The role requires standing for extended periods, handling merchandise, moving around the work area, and lifting up to 25 pounds. Travel by car is regularly required; air and overnight travel may also be required. Work hours vary and regularly include some weekends, evenings, early mornings, holidays, and extended hours; overtime is required and varies.

Requirements

Proven ability to deliver excellent customer service.
Ability to drive team performance and effectively train others.
Effective communication skills.
Experience with performance management and driving metrics.
Ability to manage multiple tasks and adapt calmly to a challenging, changing environment.
Analytical thinking, teamwork, and leadership capabilities.
Previous experience coaching others.
Minimum skill set of a Level B Jeweler.
Valid driver's license and proof of insurability.
Reliable transportation; regular car travel is required.
Ability to stand for long periods; reach with hands and arms; move among display cases; handle and feel merchandise; sit, stoop, kneel, and crouch; lift and move up to 25 pounds; and see differences in merchandise quality.
Ability to work variable hours that regularly include some weekends, evenings, early mornings, holidays, and extended hours, with overtime as required.

Nice To Haves

Previous management experience is preferred.
High school diploma or GED is preferred.
Associate or bachelor's degree in a related field is preferred but not required.
Computer-Aided Design (CAD) skills are preferred but not required.
Computer-Aided Manufacturing (CAM) skills are preferred but not required.
GIA Gemology training.
Continued skill development toward Level A and Level AA Jeweler certificates.

Responsibilities

Oversee the daily operations and workflow of the Design & Service Center repair shop.
Use the five-critical-checkpoint process to perform quality control on every job before delivery to stores.
Provide repair estimates to stores within 24 hours, order parts within two days of receiving a job, and promptly communicate job discrepancies or delays to stores.
Review parts daily and delegate parts and supply ordering as appropriate; maintain appropriate supply and inventory levels.
Organize and distribute jobs to production jewelers, prioritize rush jobs and special orders, and manage daily production and billing.
Complete same-day Jared jobs and support store partners with repair sales, questions, solutions, and visits when appropriate.
Conduct bi-weekly outreach to store partners and managers to discuss results and opportunities.
Recruit, vet, hire, train, retain, mentor, motivate, and coach Design & Service Center team members.
Monitor team and jeweler performance, hold team members accountable, conduct quarterly check-ins or performance appraisals as assigned, and hold two daily huddles and weekly one-on-ones.
Create and publish weekly team schedules, ensure compliance with timekeeping and break policies, review payroll hours, and adjust schedules for demand.
Forecast workloads by reviewing capacity daily and update the DSC District Manager as needed.
Oversee receiving, shipping, equipment readiness, security access, and the safe handling of repairs and supplies.
Ensure custom jobs are correctly processed, required information is complete before jobs are sent to CAD, and custom-job follow-up is completed.
Review operational and performance reports daily and use the Profit and Loss report to identify improvement opportunities.
Report weekly metrics to the DSC District Manager, communicate weekly about performance, review accounts-payable detail discrepancies, and attend district and scheduled virtual meetings.
Visit local stores when time allows and communicate with stores, outside vendors, and district leadership as needed.
Train the team on personal protective equipment, safety data sheets, safety procedures, and assigned training; ensure team members complete safety training, quizzes, and modules.
Complete monthly inventory tasks, follow scrap and sludge tank procedures, complete assigned training and MyWork tasks, and use required systems and tools such as Smartsheet and incident reporting.
Follow company policies and procedures, including Human Resources, Loss Prevention, shipping, and attendance policies.
Perform the work and skillsets of at least a Level B Jeweler and complete other duties as assigned.