Senior Manager, Fine Jewelry & Watches

The RealReal • Phoenix, AZ

22h • Onsite

About The Position

The Senior Manager of Fine Jewelry & Watches (FJW) role is a high-impact leadership position responsible for owning and driving the success of FJW operations across the Phoenix Authentication e-commerce location. This role encompasses performance across production, authentication, pricing, hiring, and all supporting functions. The Senior Manager will oversee inbound operations for FJW, from authentication through pricing and cataloging, ensuring quality, productivity, and consignor service level agreements are met. The position involves leading a talented team of FJW Specialists, managing a high-growth department, and focusing on training, motivating, and inspiring the team. A core function is maintaining a focus on team performance, achieving KPIs, and team development, while championing operational excellence, ensuring seamless collaboration across departments, and adapting to departmental business needs. This role reports to the Director of Operations - Fine Jewelry and Watches. Daily activities include strategic leadership, team management and culture development, operational performance and process optimization, data analysis and reporting, and cross-functional partnership and compliance.

Requirements

• 10+ years of experience managing a large team of diverse employees, preferably a non-exempt workforce.
• Experience in inventory planning, quality control and production scheduling is required.
• Proven ability to analyze data, navigate reporting tools, and surface actionable insights.
• Strong verbal and written communication is required.
• Candidate must feel comfortable speaking and presenting in large groups on a regular basis.
• Strong interpersonal skills and the ability to interact effectively with diverse personalities in a matrix organization.
• Exceptional communication, collaboration, and stakeholder management abilities.
• Proven problem solving skills with a strong commitment to action.
• The capability to navigate ambiguity and be flexible to changing needs and priorities.
• The ability to prioritize multiple time-sensitive tasks and/or escalate issues.
• Demonstrated ability to self start and manage people with organizational effectiveness to maximize productivity, locally and remotely.
• Passion for creating a high caliber team with dedication to operational excellence and providing outstanding customer service.
• Strong leadership ability with a focus on development of talent, creating new roles and ability to drive numbers in a production based environment.
• Comfortable with multitasking and making in the moment decision based on business needs.
• Adapts to changes in the work environment, manages competing demands and changes approach or method to best fit the situation.
• Ability to travel 10% of the time for trainings, events and meetings.

Nice To Haves

• Project management experience.
• Proficiency with Google Suite (Docs, Sheets, Slides).
• Ability to build impactful presentations using data and insights.

Responsibilities

• Lead and manage the Fine Jewelry & Watches operations team across the PHX e-commerce authentication center.
• Own and drive success across authentication, pricing, and production, ensuring Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) are consistently met or exceeded.
• Drive business strategies in partnership with the management team to improve production and department results.
• Champion the implementation of new processes by setting optimal targets, methods, and metrics, and removing roadblocks to maximize opportunities.
• Act as a brand ambassador and advocate for The RealReal.
• Hire, train, and develop top talent (Specialists, experts, and support staff) to meet high-growth targets.
• Manage necessary staffing levels based on unit projections, foster an internal/external pipeline, and oversee the entire hiring process, including conducting interviews, scheduling assessments, and presenting offer letters.
• Cultivate a high-performance culture that motivates and retains top talent, contributing to a reduction in turnover.
• Create an environment of high engagement and accountability by setting clear expectations.
• Motivate, develop, and coach the team daily through formal and informal feedback.
• Manage the performance and review cycle, including quarterly goal settings and team touch bases.
• Provide continuous professional development, with a strong focus on leadership roles (senior authenticators, leads, and assistant managers).
• Empower others and delegate to promote individual growth.
• Partner with Jewelry Authentication, Gemology, Expert teams, and the Training Team to develop talent, cross-train, and maximize team potential for a more flexible workforce.
• Ensure new hires and cross-trained authenticators meet weekly ramp-up goals.
• Oversee a team of approximately 100 employees, managing daily operational tasks according to brand standards.
• Manage authentication standards, ensuring compliance with authenticity, quality, and brand standards.
• Achieve operational excellence by ensuring smooth resolution of workflow exceptions and maintaining strong inventory control across all FJW locations.
• Anticipate and manage pipeline and product flow accordingly.
• Provide solutions to obstacles and identify opportunities for efficiencies, with an emphasis on organizational design, process optimization, and technology enhancements.
• Ensure support functions are adhering to department needs daily.
• Set targets and metrics, monitor, and report on daily performance to ensure quality and productivity goals are achieved.
• Use data to identify trends, uncover opportunities, and drive continuous improvement initiatives.
• Utilize reporting platforms and pull reports to track productivity metrics for each inbound product channel, manage individual production, and reconcile exceptions issues.
• Responsible for calculating variable incentive plans and daily productivity totals.
• Create tracking tools to provide employees with performance visibility.
• Monitor employee performance across all levels, focusing on leadership and elevated roles, and providing coaching and training where needed.
• Obsess over service for internal and external clients, aiming to meet or exceed Consignor and Customer expectations by providing outstanding service.
• Collaborate closely with cross-functional partners in Merchandising, Strategy, Labor Planning, Sales, Operations, and other site support departments.
• Build and maintain effective interdepartmental relationships.
• Act as the key point of contact for the Sales and Merchandising teams.
• Attend all required cross-departmental meetings and present relevant information to the team.
• Communicate company initiatives and critical messages to the Authentication team.
• Help hold the team accountable to policy and procedure, such as time and attendance.
• Maintain administrative duties, including payroll processing, attendance tracking, and new hire onboarding.
• Continuously communicate with the Operations and Merchandising department to ensure brand compliance is communicated and merchandise acceptance is consistent with business needs.

Benefits

• The expected salary range for this role is $129,499.20-$153,780.00.
• Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.
• The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status.
• We will consider qualified applicants for a position regardless of arrest or conviction records.
• Diversity and inclusion are vital to our priorities as an equal opportunity employer.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees