Design & Service Center Manager - Signet Jewelers - Algonquin Commons

Whether you are just starting your career or an experienced Jeweler, we have plenty of opportunities for your growth and success. Start as an Apprentice Jeweler completing administrative/clerical tasks and polishing jewelry, and work toward becoming a Bench Jeweler. We are also looking for candidates with knowledge of stone setting, sizing, polishing and jewelry repair. Working with our team gives you the opportunity to advance from beginner to artisan in a unique promote-from-within environment.

About the Role

The Design & Service Center Manager oversees day-to-day operations of a DSC Repair Shop. Driving an efficient and successful DSC requires a diverse set of leadership skills. In the DSC’s fast-paced, dynamic environment, you exhibit composure as you learn from each new challenge. You build and inspire a high-performing team of unique individuals who deliver the best repair journey for our customers. You create a solid team by recruiting, hiring, and retaining talent, and develop training sessions to improve performance. The DSC Manager ensures a continuous workflow, maintains the organization and safety of the DSC, and guarantees high-quality customer service. You strategize and resolve customer and team member concerns, evaluate performance, and drive core metrics such as Quality, On-time delivery, First-Time-Right, Inventory, Audits, and profitability. Additional responsibilities include supporting stores with repair sales and visiting store locations for additional support.

Responsibilities

• Follow Quality Control procedures on every job prior to delivery to stores by utilizing the 5 critical check point process.
• Provide estimates back to stores within 24 hours on cost and turnaround time.
• Order parts within 2 days of receiving a job.
• Communicate to stores any discrepancies on jobs immediately within 24 hours.
• Communicate to stores receipt on any jobs that will be delayed and not meet original promise date within 24 hours.
• Review parts daily and delegate ordering tasks to Administrative Coordinator (AC), Apprentice, or Jewelers, as assigned.
• Do bi-weekly outreach to store partners/managers to discuss wins and areas of opportunities.
• Do same-day Jared jobs to meet customers’ expectations.
• Offer solutions and partnership as needed.
• Recruit and vet candidates to fill open positions.
• Attend and participate in district meetings.
• Visit local stores when time allows.
• Perform the tasks and skillsets of a minimum B-level jeweler.
• Live Signet’s Core Values.
• Oversee daily operations of the Design & Service Center.
• Identify supply needs and delegate orders to AC, Apprentice, or Jewelers.
• Organize jobs and distribute to production jewelers daily and throughout the day.
• Identify and prioritize rush jobs and special orders.
• Maintain control of supply orders and keep the right level of inventory on hand.
• Oversee daily production and billing.
• Maintain oversight of receiving and shipping.
• Ensure all equipment is in working order daily.
• Control the security access to the DSC and ensure all repairs and supplies are safe.
• Communicate recurring concerns with merchandise via the portal and the district manager.
• Communicate concerns with store partners to the district manager.
• Have weekly communication with your district manager to discuss weekly performance.
• Review your AP detail report and discuss any discrepancies with your district manager.
• Report weekly metric numbers to your district manager.
• Create weekly Team Member schedules and publish them in a timely manner.
• Ensure all team members follow time and attendance policy by punching in and out correctly.
• Ensure all team members follow lunch break and rest break policies.
• Review payroll punched hours and make corrections if necessary.
• Make appropriate schedule changes for DSC demand needs.
• Forecast workloads by reviewing capacity daily and update district manager if needed.
• Ensure all custom jobs are processed correctly by utilizing custom systems.
• Oversee all follow-up on custom jobs.
• Ensure all information required for custom jobs is completed before sending to CAD.
• Review all reports daily (morning report, production report, FTR report, VOC, sales).
• Utilize and identify areas of improvement using your Profit and Loss report.
• Oversee the workflow process of your DSC.
• Adhere to all policies and procedures for shipping to stores and outside vendors.
• Communicate with stores and outside vendors when needed.
• Train team on use of PPE and review yearly.
• Train team on the safety data sheets and SDS book and regulations.
• Complete inventory task once per month and submit to district manager.
• Follow scrap and sludge tank policies and procedures for processing.
• Complete all training assigned to you in a timely manner.
• Complete all MyWork tasks daily.
• Know how to use Smartsheet in the portal.
• Attend and participate in Teams/Zoom meetings when scheduled.
• Know how to use an incident report.

Supervisory Responsibilities

• Understand and uphold Human Resources and Loss Prevention Policies and Procedures.
• Recruit Design & Service Center Team Members utilizing the Talent Acquisition Guide.
• Train all DSC Team Members in their areas of responsibility.
• Coach Design & Service Center Team Members to improve their performance.
• Hold Team Members accountable to improve their performance or modify current behaviors.
• Conduct company-directed Quarterly Check-In and/or Performance Appraisal as assigned.
• Hold two huddles daily with your team to set direction for the day.
• Oversee that Team Members complete safety training, quizzes, and training modules.
• Conduct weekly One-on-Ones with all Design & Service Center Team Members.
• Monitor Jewelers’ production performance daily.

Requirements

• Proven ability to drive amazing customer service.
• Ability to drive performance with a team.
• Effective communication skills.
• Ability to effectively train others.
• Experience with performance and driving metrics.
• Managing multiple tasks.
• Ability to adapt to challenges while remaining calm in a constantly changing environment.
• Previous management experience preferred.
• Analytical thinker.
• Previous experience with coaching others.
• Must be a solid team player.
• Leadership capabilities.
• Must have the minimum skill set of a Level B Jeweler.
• Continually strive to improve skills to Level A and Level AA Jeweler.
• Must have a valid driver’s license and proof of insurability.

Qualifications

• Minimum of High School Diploma or GED preferred.
• Minimum skill set of Level B Jeweler.
• Associates or Bachelor degree in related field preferred but not required.
• Computer Aided Design (CAD) skills preferred but not required.
• Computer Aided Manufacturing (CAM) skills preferred but not required.
• GIA Gemology training.

Physical Demands

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must possess the ability to stand for long periods of time.
• Reach with hands and arms.
• Move among and between display cases.
• Handle and feel merchandise.
• Sit, stoop, kneel, and crouch.
• Lift and move up to 25 pounds.
• See well enough to discern differences in quality of merchandise.

Work Environment

The work environment characteristics described here are representative of those for a team member while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Workweek hours will vary and will regularly include some weekend, evening, early mornings, holiday, and extended hours.
• Overtime required – varies.
• Design & Service Center environment.
• The noise level in the work environment is usually moderate to high.
• Travel by car is regularly required; you must have reliable transportation.
• Air travel and overnight travel may be required.

Pay

Base pay, $55,000 – $62,500. Final pay rate shall be determined and is based on experience and qualifications.