Design & Service Center Manager - Signet Jewelers - Hamilton Place

Signet Jewelers•Chattanooga, TN

5d•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 an efficient and successful DSC. In a fast-paced, dynamic environment, the manager exhibits composure, learns from challenges, and builds and inspires a high-performing team to deliver the best repair journey for customers. This includes recruiting, hiring, retention planning, and developing training sessions to improve performance through mentoring, motivating, and coaching. The manager is responsible for maintaining a continuous workflow through strategic production plans, ensuring the maintenance, organization, cleanliness, and safety of the DSC. They ensure high-quality repairs are delivered on time, strategize and resolve customer and team member concerns, evaluate team member performance, and set action plans for improvement, holding the team accountable to expectations. The manager 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 and questions, and potentially visiting store locations. The manager may also be assigned additional tasks by the District Manager to support the district or partner on new initiatives.

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.
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.

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.