(Repairs/HVO) Manager

Signet Jewelers•New York, NY

About The Position

The Repairs (HVO) Manager oversees all aspects of the High-Value Orders (HVO) and Repairs department, ensuring timely, accurate, and high‑quality completion of customer repairs, refurbishments, and special handling requests. This role is responsible for managing workflow, developing repair standards, coordinating cross‑department communication, and ensuring exceptional craftsmanship and customer satisfaction. The Repairs (HVO) Manager will lead a team of skilled technicians while driving operational efficiency, quality consistency, and continuous improvement across the repair lifecycle.

Requirements

High-Value Orders (HVO) and Repairs department oversight
Timely, accurate, and high-quality completion of customer repairs, refurbishments, and special handling requests
Management of workflow
Development of repair standards
Coordination of cross-department communication
Ensuring exceptional craftsmanship and customer satisfaction
Leading a team of skilled technicians
Driving operational efficiency, quality consistency, and continuous improvement
Training, coaching, and performance oversight of the Repairs/HVO team
Daily scheduling, workload distribution, and staffing to meet turnaround expectations
Conducting skills assessments and ensuring technicians follow best practices in craftsmanship and safety
Overseeing all repair work (resizing, stone tightening, prong repair, refinishing, soldering, structural corrections)
Ensuring completed repairs meet R2Net standards for durability, accuracy, and finishing quality
Reviewing complex or high-value repairs and providing technical guidance
Validating accuracy of stone replacement, metal integrity, structural reinforcement, and overall workmanship
Managing the full repair workflow from intake to completion
Maintaining repair protocols, documentation standards, and quality checkpoints
Identifying recurring issues or defects and collaborating with Production, QC, and Design
Optimizing workflow to reduce bottlenecks, minimize rework, and improve throughput
Partnering with Customer Service, Merchandising, and Logistics
Providing expert insights on feasibility, cost, and timelines for complex repair requests
Communicating repair outcomes, challenges, or escalations to internal stakeholders
Supporting product development by advising on durability, repairability, and long-term wear considerations
Tracking and reporting repair metrics (turnaround time, rework rates, defect trends, capacity utilization)
Implementing continuous improvement initiatives
Maintaining inventory of repair materials, tools, and consumables
Ensuring compliance with safety protocols and precious-metal handling standards

Responsibilities

Lead and develop the Repairs/HVO team by providing training, coaching, and performance oversight.
Manage daily scheduling, workload distribution, and staffing to meet turnaround expectations.
Conduct skills assessments and ensure technicians follow best practices in craftsmanship and safety.
Oversee all repair work, including resizing, stone tightening, prong repair, refinishing, soldering, and structural corrections.
Ensure all completed repairs meet R2Net standards for durability, accuracy, and finishing quality.
Review complex or high‑value repairs and provide technical guidance to technicians.
Validate accuracy of stone replacement, metal integrity, structural reinforcement, and overall workmanship.
Manage the full repair workflow from intake to completion, ensuring timely and accurate processing.
Maintain repair protocols, documentation standards, and quality checkpoints.
Identify recurring issues or defects and collaborate with Production, QC, and Design to address root causes.
Optimize workflow to reduce bottlenecks, minimize rework, and improve throughput.
Partner with Customer Service, Merchandining, and Logistics to ensure accurate repair assessments and timelines.
Provide expert insights on feasibility, cost, and timelines for complex repair requests.
Communicate repair outcomes, challenges, or escalations to internal stakeholders.
Support product development by advising on durability, repairability, and long‑term wear considerations.
Track and report repair metrics such as turnaround time, rework rates, defect trends, and capacity utilization.
Implement continuous improvement initiatives to enhance efficiency and quality.
Maintain inventory of repair materials, tools, and consumables.
Ensure compliance with safety protocols and precious‑metal handling standards.