Operations Manager

Diamonds Direct•Fort Worth, TX

About The Position

The Operations Manager is a key member of the store leadership team, responsible for overseeing store operations and ensuring 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 with the General Manager and Store Manager to support sales execution, operational readiness, and overall store performance, with primary accountability for operational accuracy, risk mitigation, and process discipline. The role also provides leadership coverage during Store Manager or General Manager absences to support continuity and consistent execution. The Operations Manager oversees operational controls and records, identifies risks and process improvements, and coordinates planning for sales initiatives and company programs. The role manages order, repair, and fulfillment workflows, including online fulfillment, repair tracking, quality checks, customer-ready handoffs, and the store’s repair revenue center. It also plans and executes inventories and audits, manages warranty workflows, protects high-value assets, and supports asset protection routines. The position reinforces brand and hospitality standards, maintains organized and safe front- and back-of-house environments, provides front office coverage as needed, and supports customer service and service recovery. The Operations Manager coaches and develops the operations team, 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, 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 continuous improvement.
Plan operations 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, documentation, and compliance with service standards and controls.
Execute and oversee BOPIS/BOSS online fulfillment, including order 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 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 assets and reduce shrink.
Manage warranty workflows, 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 service behaviors, hospitality standards, and brand presentation across customer and team member touchpoints.
Ensure front- 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 expectations, 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 on 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 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 working knowledge of sales strategy, performance drivers, and customer engagement.
Serve as a leadership resource across operations and sales to support store success.