Design & Service Center Manager - Signet Jewelers - Riverchase Galleria

Job Summary

The Design & Service Center Manager oversees day-to-day operations of a DSC Repair Shop. They drive an efficient and successful DSC by exhibiting composure, building and inspiring a high-performing team, recruiting, hiring, and retaining team members, developing and implementing training sessions, and creating a solid team.

Essential Duties And 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 task to Administrative Coordinator (AC), Apprentice or Jewelers, as assigned by the manager
• Do bi-weekly outreach to your store partners/managers to discuss wins and areas of opportunities
• Offer solutions and partnership as needed

Administrative

• Oversees daily operations of the Design & Service Center
• Identifies supply needs and delegates orders to AC, Apprentice or Jewelers, as assigned by the manager
• Organizes jobs and distributes to production jewelers daily and throughout the day
• Identifies and prioritizes rush jobs and special orders
• Maintains control of supply orders and keeps the right level of inventory on hand
• Oversees daily production and billing
• Maintains an oversight of receiving and shipping
• Ensures all equipment is in working order daily
• Controls the security access to the DSC and ensures all repairs and supplies are safe
• Communicate reoccurring 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 our custom systems
• 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

Training

• Train team on use of PPE and review yearly
• Train team on the safety data sheets and SDS book and regulations
• Know Repair Support contacts at home office
• Complete inventory task once per month and submit to district manager
• Complete 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
• When applicable, 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

Qualifications

• Proven ability to drive amazing customer service
• Ability to drive performance with a team
• Effective communication skills
• Experience with performance and driving metrics
• Managing multiple tasks
• Ability to adapt to challenges while remaining calm in a constantly challenging and ever-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
• Certificates, Licenses, Registrations
• Must have a valid driver’s license and proof of insurability

Physical Demands

• Must possess the ability to stand for long periods of time
• To reach with hands and arms
• To move among and between display cases
• To handle and feel merchandise
• To sit, stoop, kneel and crouch
• To lift and move up to 25 pounds
• To 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 includes 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