Operations Manager

Signet Jewelers•Fort Worth, TX

18d

About The Position

The Operations Manager is a key member of the store leadership team at Diamonds Direct, 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 Operations Manager partners closely with the General Manager and Store Manager to support sales execution, operational readiness, and store performance, while maintaining primary accountability for operational accuracy, risk mitigation, and process discipline. The role is designed to provide leadership flexibility and support continuity when the Store Manager or General Manager is absent. The position also supports customer experience, sales-floor execution, and cross-functional leadership development. The Operations Manager serves as a brand ambassador, maintains store readiness, develops the operations team, and builds working knowledge of sales strategy and customer engagement through partnership with store leadership.

Responsibilities

Oversee store operations, including inventory management, shipping and receiving, audits, warranties, repairs, front office support, and administrative functions.
Ensure adherence to company policies, SOPs, financial controls, and asset protection standards.
Maintain accurate operational records, including receiving logs, inventory adjustments, repair documentation, warranty files, and exception notes.
Identify operational risks, control gaps, and process inefficiencies, and partner with the General Manager and Central partners on corrective actions and improvements.
Plan operations to support 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, documentation, and operational controls.
Execute and oversee BOPIS/BOSS online fulfillment, including order validation, item 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 SLAs 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, ensuring accurate 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 service behaviors, hospitality standards, and brand presentation across customer and team member touchpoints.
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 proactive 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 clear expectations, performance goals, and accountability standards; support onboarding, training, performance management, and ongoing skill development.
Foster a culture of 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, special initiatives, or leadership absences as appropriate.
Reinforce customer engagement standards and selling behaviors through an 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 readiness for future leadership roles.
Develop working knowledge of sales strategy, performance drivers, and customer engagement through active partnership with store leadership.
Serve as a leadership resource across operations and sales to support overall store success.