Sr. Director of Repair Strategy and Operations

About the role

Helzberg is a retail jewelry company that operates over 160 retail stores located in malls and open-air venues across the United States, and a growing e-commerce site. The company employs over 2,000 full and part-time associates in store locations and the Store Support Center. The Store Support Center provides centralized information, products, and services to all the stores, while facilitating company innovation, growth and profitability. Some departments within Helzberg oversee both Helzberg and Ben Bridge as a shared service. The Jewelry Services group oversees repair operations, care plans, jewelry customization, and is responsible for new innovations driving new revenue opportunities.

The Senior Director, Repair Strategy & Operations is responsible for developing and executing the enterprise-wide repair services strategy across Berkshire Hathaway Jewelry Group brands, including Helzberg Diamonds and Ben Bridge Jeweler. This leader serves as the primary owner of repair business performance, driving revenue growth, profitability, operational excellence, customer experience, and long-term strategic development of the repair services business. The role provides leadership over all aspects of repair operations including in-store jewelers, centralized repair facilities, external repair partners, vendor networks, pricing strategy, workforce planning, service standards, process improvement, reporting, and customer experience initiatives. The Senior Director will establish a scalable repair business model that maximizes capacity, productivity, profitability, and service quality while supporting the growth objectives of both brands. This position partners closely with executive leadership, Store Operations, Finance, Merchandising, Marketing, Human Resources, Supply Chain, Information Technology, and external partners to ensure repair services are a meaningful driver of customer loyalty, business growth, and financial performance.

Location: SSC-Store Support Center, North Kansas City, MO. Auto req ID: 7787BR.

Responsibilities

• Strategic Leadership: Develop and execute a multi-year repair services strategy that aligns with the objectives of Berkshire Hathaway Jewelry Group and its brands. Identify and implement initiatives that drive sustainable repair sales growth, increased profitability, enhanced customer satisfaction, and operational efficiency. Evaluate emerging industry trends, technologies, service offerings, and operational models to maintain a competitive advantage. Develop long-term plans for repair capacity expansion, workforce optimization, shop utilization, centralized repair operations, and vendor network management. Create annual strategic plans and roadmaps with measurable business outcomes and performance targets.
• Financial Ownership & Business Performance: Own repair services P&L performance across both Helzberg and Ben Bridge. Establish revenue, margin, cost, productivity, and customer service targets. Develop and monitor key performance indicators and operational scorecards. Analyze business performance and identify opportunities to improve profitability and operational effectiveness. Create financial forecasts, business cases, capital investment proposals, and return-on-investment analyses.
• Repair Operations Excellence: Lead the optimization of all repair operations across in-store shops, centralized facilities, and external repair partners. Establish enterprise standards for repair quality, turnaround times, productivity, and customer service. Identify operational bottlenecks and implement process improvements to drive efficiency and scalability. Establish best practices that improve execution and create a superior customer experience.
• Pricing Strategy & Revenue Growth: Own repair pricing strategy across all brands and service categories. Regularly evaluate market conditions, competitive pricing, customer demand, and profitability performance. Develop pricing models that maximize revenue and margin while maintaining strong customer value. Partner with Marketing and Store Operations to drive customer awareness and repair service utilization. Identify new repair-related revenue streams and service offerings.
• Capacity & Resource Optimization: Maximize utilization and productivity of all in-house jewelers, repair facilities, and external repair vendors. Establish workload balancing strategies across repair channels. Evaluate repair volume distribution and recommend capacity adjustments to optimize turnaround and cost efficiency. Lead workforce planning initiatives to ensure appropriate staffing levels and future