Design & Service Center Manager - Signet Jewelers - Woodfield Road
About The Position
The Design & Service Center (DSC) Manager oversees the day-to-day operations of a jewelry repair shop. The manager leads and develops a high-performing team, recruiting and hiring team members, creating training, and mentoring, motivating, and coaching employees. The role creates strategic production plans to maintain an efficient workflow and ensures the center is organized, clean, safe, and equipped to provide quality work on time. The manager addresses customer and team-member concerns, evaluates performance, establishes improvement plans, and holds the team accountable. The role oversees core operating measures, including quality, on-time delivery, First-Time-Right, inventory, audits, and profitability. It also supports stores with repair sales, questions, and visits, and may take on district assignments or new initiatives. The position oversees production, billing, inventory, shipping and receiving, scheduling, payroll time records, equipment, safety training, custom jobs, reporting, and compliance with company policies and procedures. It requires at least the skill set of a Level B Jeweler and ongoing effort to develop skills toward Level A and Level AA Jeweler. The workweek varies and regularly includes weekends, evenings, early mornings, holidays, and extended hours; overtime is required and varies. Travel by car is regularly required, and air or overnight travel may be required.
Requirements
- Proven ability to deliver excellent customer service and drive team performance.
- Effective communication skills and ability to train others.
- Experience with performance management and driving metrics.
- Ability to manage multiple tasks and adapt calmly in a challenging, changing environment.
- Analytical thinking, teamwork, and leadership capabilities.
- Minimum skill set of a Level B Jeweler; must continually strive to develop skills to Level A and Level AA Jeweler.
- Valid driver's license and proof of insurability.
- Reliable transportation for regularly required car travel.
- Minimum high school diploma or GED preferred.
- Previous management experience.
Nice To Haves
- Previous management experience is preferred.
- Associate or bachelor's degree in a related field.
- Computer-aided design (CAD) skills.
- Computer-aided manufacturing (CAM) skills.
- GIA Gemology training.
Responsibilities
- Oversee daily operations and workflow at the Design & Service Center, including organizing jobs and distributing them to production jewelers.
- Apply quality-control procedures to every job before delivery, using the five critical checkpoints.
- Provide stores with cost and turnaround estimates within 24 hours, order parts within two days, and promptly communicate job discrepancies or delays.
- Prioritize rush jobs and special orders, and complete same-day Jared jobs to meet customer expectations.
- Maintain repair-shop cleanliness, organization, safety, security, equipment, and appropriate supply and inventory levels.
- Oversee daily production, billing, receiving, shipping, custom jobs, and follow-up on custom work.
- Support stores with repair sales, questions, solutions, and visits as needed; communicate with stores and outside vendors.
- Recruit and vet candidates; train, mentor, motivate, and coach team members; monitor production and performance; and address performance concerns.
- Hold two daily team huddles and weekly one-on-ones with team members; conduct company-directed check-ins or performance appraisals as assigned.
- Create and publish weekly schedules, adjust staffing to demand, monitor timekeeping and breaks, review payroll hours, and correct discrepancies as needed.
- Forecast workloads and capacity, review daily reports, analyze profit-and-loss information, report weekly metrics, and discuss performance and discrepancies with the District Manager.
- Maintain communication with store partners and the District Manager, including bi-weekly store outreach and weekly performance discussions.
- Ensure team compliance with human resources, loss prevention, shipping, safety, personal protective equipment, safety data sheet, scrap, and sludge-tank policies and procedures.
- Complete monthly inventory tasks, assigned training, daily MyWork tasks, and other required reporting and administrative work.
- Perform the tasks and skill sets of at least a Level B Jeweler and complete other duties as assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
