Design & Service Center Manager - Signet Jewelers - Ambassador Row Courtyards

Signet Jewelers•Lafayette, LA

About The Position

The Design & Service Center (DSC) Manager oversees the day-to-day operations of a Signet Jewelers repair shop. The manager leads the team, builds and maintains a high-performing workforce through recruiting, training, mentoring, motivation, and coaching, and creates strategic production plans to ensure an efficient, continuous workflow. The position is accountable for repair quality, on-time delivery, first-time-right performance, inventory, audits, and overall profitability, while ensuring the DSC is organized, clean, maintained, and safe. The manager works to ensure customers receive a positive repair journey and that repairs are completed to a high standard by the promised date. The role resolves customer and team-member concerns, evaluates performance, creates improvement plans, and holds the team accountable. The manager also supports stores with repair sales, questions, and visits as needed, attends district meetings, and may take on additional assignments or initiatives from the District Manager.

Requirements

Proven ability to deliver excellent customer service.
Ability to drive team performance and lead effectively.
Effective communication skills.
Ability to train others effectively.
Experience with performance metrics and driving results.
Ability to manage multiple tasks and remain calm and adaptable in a challenging, changing environment.
Ability to analyze information and think analytically.
Ability to coach others and work as a solid team player.
Minimum skill set of a Level B Jeweler; expected to continually improve skills toward Level A and Level AA Jeweler levels.
Valid driver’s license and proof of insurability.
Minimum high school diploma or GED is preferred.

Nice To Haves

Previous management experience.
Associate or bachelor’s degree in a related field.
Computer-aided design (CAD) skills.
Computer-aided manufacturing (CAM) skills.
GIA Gemology training.

Responsibilities

Oversee the daily operations and workflow of the Design & Service Center, including organizing jobs and distributing work to production jewelers.
Use the five-critical-checkpoint process to perform quality control on every job before delivery to stores.
Provide estimates to stores within 24 hours, order parts within two days of receiving a job, and promptly communicate job discrepancies or delays to stores within 24 hours.
Review parts daily and delegate parts ordering to the Administrative Coordinator, apprentices, or jewelers as appropriate.
Conduct bi-weekly outreach to store partners and managers, discuss wins and opportunities, support repair sales and questions, and visit local stores when time allows.
Complete same-day Jared jobs and offer solutions and partnership to meet customer and store expectations.
Recruit and vet candidates for open positions and attend and participate in district meetings.
Perform the tasks and skillsets of at least a Level B Jeweler and uphold Signet’s Core Values.
Identify supply needs, delegate supply orders, maintain appropriate inventory, and oversee production, billing, receiving, and shipping.
Ensure equipment is in working order and control DSC security access while safeguarding repairs and supplies.
Communicate recurring merchandise concerns and store-partner concerns to the appropriate district contacts; communicate weekly with the District Manager about performance.
Review accounts-payable detail, report weekly metric numbers, review daily operational and performance reports, and use Profit and Loss reporting to identify improvement opportunities.
Create and timely publish weekly team schedules, ensure timekeeping and break policies are followed, review punched payroll hours, make corrections when needed, and adjust schedules to meet demand.
Forecast workload by reviewing capacity daily and update the District Manager as needed.
Ensure custom jobs are processed correctly, required information is complete before CAD submission, and follow-up is completed.
Adhere to shipping policies and procedures for stores and outside vendors, and communicate with them as needed.
Train the team on personal protective equipment, safety data sheets, and related regulations; ensure safety training, quizzes, and modules are completed.
Complete monthly inventory tasks, follow scrap and sludge tank procedures, complete assigned training and daily MyWork tasks, and attend scheduled Teams or Zoom meetings.
Use Smartsheet and incident-reporting processes as required.
Uphold Human Resources and Loss Prevention policies and procedures.
Train DSC team members in their areas of responsibility, coach them to improve performance, and hold them accountable when appropriate.
Conduct company-directed quarterly check-ins or performance appraisals as assigned, hold two daily team huddles, conduct weekly one-on-ones with team members, and monitor jewelers’ production performance daily.
Perform other duties as assigned.