Design & Service Center Manager - Signet Jewelers - Woodfield Road

Signet Jewelers•Schaumburg, IL

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, recruiting and retaining team members, developing and delivering training, and mentoring, motivating, and coaching staff. The role is responsible for maintaining an efficient workflow, planning production, and ensuring the DSC is organized, clean, safe, and properly equipped. The manager works to provide high-quality repairs on time and a positive customer repair experience, resolves customer and team-member concerns, evaluates performance, and holds the team accountable to established expectations. The manager oversees operational metrics including quality, on-time delivery, first-time-right performance, inventory, audits, and profitability. The role supports stores with repair sales and questions, may visit store locations, and may take on district tasks or initiatives assigned by the District Manager. It also includes administrative and supervisory duties such as scheduling, payroll review, inventory control, production and billing oversight, custom-job coordination, reporting, safety training, and regular communication with store partners and the District Manager.

Requirements

Proven ability to deliver excellent customer service and drive team performance.
Effective communication skills and the 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.
Valid driver’s license and proof of insurability.
Reliable transportation; travel by car is regularly required, and air or overnight travel may be required.
Ability to stand for long periods; reach with hands and arms; move among display cases; handle and feel merchandise; sit, stoop, kneel, crouch, and lift or move up to 25 pounds; and discern differences in merchandise quality.
Previous management experience is listed as a qualification in the education and experience section.

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.
Experience coaching others.
Continued skill development toward Level A and Level AA Jeweler certificates.

Responsibilities

Oversee the daily operations, workflow, production, billing, receiving, and shipping of the Design & Service Center.
Ensure every repair passes the five-point quality-control process before delivery to stores.
Provide repair estimates to stores within 24 hours, order parts within two days of receiving a job, and communicate job discrepancies or delays to stores within 24 hours.
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 complete same-day Jared jobs as required.
Maintain the DSC’s organization, cleanliness, safety, equipment, and security of repairs and supplies.
Recruit, hire, train, mentor, motivate, and coach team members; evaluate performance, create action plans, and hold team members accountable.
Conduct daily team huddles, weekly one-on-ones, and company-directed quarterly check-ins or performance appraisals as assigned.
Create and publish weekly team schedules, ensure compliance with timekeeping and break policies, review payroll hours, and adjust schedules to meet demand.
Forecast workloads and capacity, monitor jewelers’ production, review operational reports, report weekly metrics, and use profit-and-loss information to identify improvements.
Oversee custom jobs, ensure required information is complete before submission to CAD, and follow up on custom work.
Communicate regularly with stores, outside vendors, and the District Manager; conduct bi-weekly store outreach and visit local stores when time allows.
Attend and participate in district meetings and scheduled Teams or Zoom meetings; complete assigned training and MyWork tasks.
Train the team on personal protective equipment, safety data sheets, and safety requirements; oversee completion of safety training and modules.
Complete monthly inventory tasks and submit results to the District Manager; follow scrap and sludge tank procedures.
Follow company policies and procedures, including Human Resources, Loss Prevention, shipping, attendance, and incident-reporting procedures.
Perform jewelry work at a minimum of Level B Jeweler skill and carry out other duties as assigned.
Support stores with repair sales, questions, and solutions, and take on additional district or initiative work as assigned by the District Manager.