Operations Manager

Key Responsibilities

• Support the Director of Operations in daily operational management, helping troubleshoot issues and coach operational team members to execute accurately and efficiently
• Own and manage the queue of hot orders across accounts, including remakes, VIP orders and late orders
• Triage hot orders daily and provide clear direction to the appropriate teams to prioritize and execute next steps
• Proactively identify blockers, coordinate actions to remove constraints, and drive orders to completion
• Escalate issues, risks, and unresolved blockers to Director of Operations as required
• Maintain accurate, up-to-date visibility on order status and communicate progress clearly to relevant stakeholders, including customer counterparts as necessary
• Maintain constant visibility on order status, enforcing correct data entry and ensuring any mistaken data is cleaned from the operating system. Cross-Functional Coordination: Partner closely with Account Managers, Order Processing, Shipping, and other operational stakeholders to ensure critical orders move without delay

Requirements

• Proven experience supporting order execution in a fast-paced, customer-focused operations environment, including expediting time-sensitive priorities across accounts
• Ability to own and manage a "hot order" queue (e.g., remakes, VIP orders, late orders) and triage/reroute priorities daily to the appropriate teams
• Strong cross-functional coordination skills with Account Managers, Order Processing, Shipping, and other operational stakeholders to remove blockers and drive resolution
• Sound escalation judgment, including surfacing risks and unresolved issues to the Director of Operations as required
• Clear, reliable status management and communication to internal stakeholders and customer counterparts as necessary
• High attention to detail and commitment to data integrity (accurate system updates, correct data entry, and cleanup of mistaken data)
• Hands-on, excellence-oriented working style with comfort acting as an extension of the Director of Operations
• Experience in and a passion for jewelry is required

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retail Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Short Term & Long-Term Disability
• Training & Development