Operations Manager

About the role

Your focus as our Operations Manager is to achieve results by working with and through others, championing company culture, and being thorough and precise. You will provide superior customer service, supporting top line sales and driving bottom line profits. With others on the store leadership team, the Operations Manager has influence on and responsibility for all aspects of the sales, customer, and employee experience.

As a leader in the jewelry industry for four generations and as the largest family-owned jeweler in the U.S., Shane Co. serves our customers with an unparalleled standard of excellence. Our people get to share in our customers’ milestone moments such as weddings, birthdays, anniversaries, and everything in between. We are looking for passionate, fun, vibrant individuals who want to be a part of our dynamic company culture in a retail environment.

Responsibilities

As a member of the store leadership team, the Operations Manager has a shared responsibility to drive sales growth potential by ensuring all customers’ needs are met and by developing the office and shop teams.

• Administering new hire paperwork and onboarding of all new store employees, as well as overseeing the training and development of office and shop staff.
• Coordinating and facilitating weekly office meetings and bi-weekly shop meetings, including maintaining a written record of these meetings.
• Assisting the Assistant Operations Manager in their preparation, delivery, and communication of monthly/ periodic touch bases with their office staff.
• Building and maintaining all store schedules with final approval from the Store Manager.
• Initiating and ensuring all gold buy transactions and processes are followed and maintained in compliance with all local, state, and federal laws and regulations.
• Monitoring and maintaining overall efficiency of office and shop operations.
• Ensuring customer concerns and complaints are addressed and resolved in an efficient and timely manner with a high degree of discretion and flexibility.
• Working with the Facilities Department to address all issues of store appearance and maintenance, including interior and exterior of the store as well as the store landscaping and parking lot.
• Mastering all functionalities and processes in the shop, customer service department, and sales operations.

Qualifications

A minimum of 2 years of experience managing, leading, developing, training, and/ or supervising others, along with a minimum of 1 year of sales or other customer service experience in a face-to-face environment is required.

• Prior experience with jewelry sales is neither relevant nor required… we will teach you!
• Evening and weekend availability is a must.
• Retail sales or hospitality industry experience preferred with the ability to present features and benefits of unique products.
• Genuine enjoyment in working with people.
• Demonstrated ability to influence others in a trusting and cooperative manner.
• High performing and driven to achieve goals.
• Great listener… we need you to listen to each employee’s and each customer’s needs.
• Ability to maintain customer relationships in a changing sales environment.
• Great ability to provide and receive feedback from peers, supervisors, and customers and adapt behavior with coaching.
• Energetic team player.
• Must possess a high level of visual acuity and manual dexterity.
• Excellence in written and spoken English is required including appropriate usage of spelling and grammar; you will communicate with our customers and home office team members in writing as well as face to face.
• Minimum of a high school diploma or equivalent is required.

Benefits

We are committed to investing in your overall, holistic wellbeing and that of anyone who depends on you. Our benefits and perks include:

• Competitive medical, dental, and vision coverage.
• Competitive 401(k) plan with company match.
• Paid vacation time, sick time, holidays, volunteer time, and of course things like bereavement time (including for pets).
• Protection if you are away from work in many circumstances, such as our company paid extended illness bank, optional long-term disability, and company paid life insurance.
• Parental benefits including paid parental leave, fertility benefits, and child and adult care.
• Flexible Spending Accounts.
• Employee Affinity Groups with focus on things like parenting, LGBTQ+, and Grief and Loss.

Pay

Base Pay range for this role is $83,000-$93,000 per year. Your placement in the range is determined through interviews, a review of experience, knowledge, skills, balanced pay with other team members and alignment with geographic market data.

Average performance will earn a moderate increase each year, while high performers can earn a very generous annual increase. Once you join us, we pay for performance and there is no ceiling to your base pay rate over time.

Participation in a team bonus that can range from zero to $150 each week for every member of the store team.

Schedule

Though weekend and evening availability is required, we are closed when most retailers are open (with 7 paid holidays each year for most staff), and our hours are much more enjoyable than many retailers. (Monday to Wednesday 10 AM to 7 PM, Thursday to Friday, 10 AM to 8 PM, Saturday 10 AM to 6 PM and Sunday noon to 5 PM are the hours we are open to customers.)