Design & Service Center Manager
Join our Field Design & Service Center Team! 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.
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 and as a manager you're an expert of all of them. 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 having an amazing retention plan. You develop and implement training sessions to improve performance and are responsible for mentoring, motivating and coaching your team.
The DSC Manager is responsible for a continuous workflow through the DSC by implementing strategic production plans. Responsible for the maintenance, organization, cleanliness, and safety of the DSC. Ensures that all customers have a wonderful repair journey with Signet by providing work with great quality when promised. Strategizes and resolves customer and team member concerns. Does evaluation of team member performance and sets up action plans where needed to improve performance and holds the team accountable, as well as yourself, to expectations. As manager, you oversee operations and drive core metrics such as Quality, On-time delivery, First-Time-Right, Inventory, Audits and overall profitability by improving margins.
Additional responsibilities include supporting stores with repair sales, questions and possible visits to store locations for additional support. You may also be assigned additional tasks by the District Manager to support the district or partner on new initiatives.
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
- Do same day Jared jobs to meet customers' expectations
- Offer solutions and partnership as needed
- The recruiting and vetting of candidates to fill open positions
- Attend and participate in district meetings
- Visit local stores when time allows
- Perform the tasks and skillsets, minimum of B level jeweler
- Live Signet's Core Values
- Other duties as assigned
Administrative :
Oversees daily operations of the Design & Service CenterIdentifies supply needs and delegates orders to AC, Apprentice or Jewelers, as assigned by the managerOrganizes jobs and distributes to production jewelers daily and throughout the dayIdentifies and prioritizes rush jobs and special ordersMaintains control of supply orders and keeps the right level of inventory on handOversees daily production and billingMaintains an oversight of receiving and shippingEnsures all equipment is in working order dailyControls the security access to the DSC and ensures all repairs and supplies are safeCommunicate reoccurring concerns with merchandise via the portal and the district managerCommunicate concerns with store partners to the district managerHave weekly communication with your district manager to discuss weekly performanceReview your AP detail report and discuss any discrepancies with your district managerReport weekly metric numbers to your district managerCreate weekly Team Member schedules and publish them in a timely mannerEnsure all team members follow time and attendance policy by punching in and out correctlyEnsure all team members follow lunch break and rest break policiesReview payroll punched hours and make corrections if necessaryMake appropriate schedule changes for DSC demand needsForecast workloads by reviewing capacity daily and update district manager if neededEnsure all custom jobs are processed correctly by utilizing our custom systemsOversee all follow-up on custom jobsEnsure all information required for custom jobs is completed before sending to CADReview all reports daily (morning report, production report, FTR report, VOC, sales)Utilize and identify areas of improvement using your Profit and Loss reportOversee the workflow process of your DSCAdhere to all policies and procedures for shipping to stores and outside vendorsCommunicate with stores and outside vendors when neededTrain team on use of PPE and review yearlyTrain team on the safety data sheets and SDS book and regulationsKnow Repair Support contacts at home officeComplete inventory task once per month and submit to district managerFollow scrap and sludge tank policies and procedures for processingComplete all training assigned to you in a timely mannerComplete all MyWork tasks dailyKnow how to use Smartsheet in the portalAttend and participate in Teams / Zoom meetings when scheduledKnow how to use an incident reportSupervisory Responsibilities :
Understand and uphold Human Resources and Loss Prevention Policies and ProceduresRecruit Design & Service Center Team Members utilizing the Talent Acquisition GuideTrain all DSC Team Members in their areas of responsibilityCoach Design & Service Center Team Members to improve their performanceWhen applicable, hold Team Members accountable to improve their performance or modify current behaviorsConduct company directed Quarterly Check-In and / or Performance Appraisal as assignedHold two huddles daily with your team to set direction for the dayOversee that Team Members complete safety training, quizzes and training modulesConduct weekly One-on-Ones with all Design & Service Center Team MembersMonitor Jewelers' production performance dailyQualifications :
Proven ability to drive amazing customer serviceAbility to drive performance with a teamEffective communication skillsAbility to effectively train othersExperience with performance and driving metricsManaging multiple tasksAbility to adapt to challenges while remaining calm in a constantly changing environmentPrevious management experience preferredAnalytical thinkerMust be a solid team playerLeadership capabilitiesMust have the minimum skill set of a Level B JewelerContinually strive to improve skills to Level A and Level AA JewelerCertificates, Licenses, Registrations :
Must have a valid driver's license and proof of insurability.Education and / or Experience :
Minimum of High School Diploma or GED preferredMinimum skill set of Level B JewelerAssociates or Bachelor degree in related field preferred but not requiredComputer Aided Design (CAD) skills preferred but not requiredComputer Aided Manufacturing (CAM) skills preferred but not requiredPrevious management experienceGIA Gemology trainingPhysical 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
