Operations Manager, Diamonds Direct

Diamonds Direct•Troy, MI

19d

About The Position

The Operations Manager is a key member of the store leadership team, responsible for overseeing store operations to ensure operational excellence, compliance, and an exceptional customer and team member experience. The role leads an average team of 2–4 operations-focused team members and owns inventory control, audits, shipping and receiving, order and repair execution, warranties, front office operations, and administrative processes. The manager partners with the General Manager and Store Manager to support sales execution, operational readiness, and overall store performance, while maintaining primary accountability for operational accuracy, risk mitigation, and process discipline. The role also provides leadership flexibility by stepping in for Store and General Managers during absences to help ensure continuity and consistent execution. The Operations Manager oversees operational workflows and controls, maintains accurate records and audit readiness, identifies risks and process improvements, and plans operations for sales initiatives and company programs. The role owns order, repair, fulfillment, inventory, warranty, and repair-revenue workflows, ensuring accuracy, timely execution, documentation, service standards, and secure handling of merchandise and high-value assets. The manager supports customer and store experience by upholding brand and hospitality standards, maintaining clean and organized store environments, providing front-office coverage, and helping resolve service issues. The role recruits no stated hiring responsibility, but leads, coaches, trains, and develops operations team members; collaborates with sales and store leadership; provides sales-floor leadership when needed; and participates in cross-functional development and succession planning.

Responsibilities

Oversee store operations, including inventory management, shipping and receiving, audits, warranties, repairs, front office support, and administrative functions.
Ensure adherence to company policies, standard operating procedures, financial controls, and asset protection standards.
Maintain accurate operational records and documentation to support reporting and audit readiness.
Identify operational risks, control gaps, and process inefficiencies, and partner with store and Central partners on corrective actions and continuous improvement.
Plan operational support for sales initiatives, promotions, and company programs, including staffing alignment and execution readiness.
Own day-to-day order, repair, and fulfillment workflows, ensuring accuracy, timeliness, service-standard compliance, and proper documentation and controls.
Execute and oversee BOPIS/BOSS online fulfillment, including validation, picking, secure staging, customer notification support, handoff, and exception resolution.
Manage repair workflows from intake through completion, including documentation, tagging, chain-of-custody controls, status tracking, partner coordination, and customer-ready handoff.
Perform quality-control checks and validate merchandise, orders, and repairs against supporting documentation.
Monitor open orders and repair queues, prioritize work against service-level agreements and customer commitments, and escalate risks or aging items.
Manage the store’s repair revenue center.
Plan and execute physical inventories, audits, and cycle counts, including preparation, counting, reconciliation, variance investigation, and documentation.
Maintain daily inventory controls, investigate discrepancies, and drive timely resolution to protect high-value assets and reduce shrink.
Manage warranty workflows end-to-end, including documentation, system updates, shipping and receiving controls, and closure.
Ensure accurate memo receiving and documentation in coordination with Central Operations.
Partner with store leadership on asset protection routines and promptly surface potential risks, losses, or control failures.
Reinforce brand service behaviors, hospitality standards, and brand presentation across customer and team interactions.
Ensure front-of-house and back-of-house environments are clean, organized, safe, and operationally sound.
Provide front-office coverage as needed, including call handling, walk-in support, required counts and controls, and coordination with sales teams.
Support customer service, repairs, and service recovery by setting expectations, providing updates, documenting issues, and partnering with leadership to resolve concerns within guidelines.
Lead, coach, and develop an average team of 2–4 operations team members; set expectations, performance goals, and accountability standards.
Support onboarding, training, performance management, and ongoing skill development.
Foster ownership, inclusivity, continuous improvement, and operational excellence.
Collaborate with the Store Manager to align operations and sales teams.
Partner with the Store Manager and General Manager to support sales-floor execution and overall business performance.
Provide sales-floor leadership and coverage during peak traffic periods, special initiatives, or leadership absences as appropriate.
Reinforce customer engagement standards and selling behaviors through active leadership presence.
Support broader store leadership responsibilities in the absence of the Store Manager or General Manager, as needed.
Participate in cross-functional development opportunities and build knowledge of sales strategy, performance drivers, and customer engagement through partnership with store leadership.
Serve as a leadership resource across operations and sales to support overall store success.