Design & Service Center Manager - Signet Jewelers - Algonquin Commons

Signet Jewelers Limited; Algonquin (IL); On-site; USD 55,000 - 63,000; Full time

Job summary

Signet Jewelers Limited is seeking a seasoned Design & Service Center Manager to lead a fast-paced jewelry repair operation in the Field Design & Service Center network. You will recruit, train, and coach a team of jewelers and administrative staff, ensuring high-quality repairs, timely delivery, and strong customer service.

You will drive production plans, manage workflow, and partner with district leaders to uphold Signet’s core values while optimizing profitability and performance metrics.

Qualifications

• Proven ability to drive amazing customer service.
• Ability to drive performance with a team.
• Effective communication skills.
• Ability to train others.
• Experience with performance and driving metrics.
• Managing multiple tasks.
• Adapt to challenges while remaining calm in a changing environment.
• Previous management experience preferred.
• Leadership capabilities.

Responsibilities

• Oversee daily operations of the Design & Service Center.
• Recruit and train team members; oversee scheduling and payroll.
• Coach team to improve performance and meet KPIs.
• Ensure quality control and on-time repair delivery to stores.
• Communicate with district manager and store partners on weekly performance.
• Monitor production metrics and manage inventory and costs.

Skills

Leadership

Communication

Coaching

Training

Recruiting

Performance metrics

Analytical thinker

Team player

Multi-tasking

Customer service

Education

High School Diploma or GED

Associates or Bachelor degree preferred

GIA Gemology training

Tools

CAD skills

CAM skills

Job description

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.

Design & Service Center Manager Title: Design & Service Center (DSC) Manager Reports To: DSC District Manager Reporting to this Position: Administrative Coordinator, Jewelers, Jeweler Apprentices

Job Summary

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 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
• Oversee all follow-up on custom jobs
• 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
• 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
• Follow 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
• Ability to effectively trains others
• 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, Licences, Registrations

• Must have a valid driver’s license and proof of insurability.

Education and/or Experience

• Minimum of High School Diploma or GED preferred
• Minimum skill set of Level B Jeweler
• Associates or Bachelor degree in related field preferred but not required
• Computer Aided Design (CAD) skills preferred but not required
• Computer Aided Manufacturing (CAM) skills preferred but not required
• Previous management experience
• GIA Gemology training

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; see well enough to discern differences in quality of merchandise.
• Travel by car is regularly required, you must have reliable transportation.
• Air travel and overnight travel may be required.

Work Environment

• 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

Compensation

Base pay, $55,000 – $62,500. Final pay rate shall be determined and is based on experience and qualifications.

Equal Opportunity Employer

Signet Jewelers is an equal opportunity employer committed to promoting diversity of all levels of employees.

Applicant Notification

Please know that while we appreciate every applicant's interest, we can only contact those selected for further consideration.

Open Application System

Signet maintains an online registry system to encourage all interested employees to apply for careers in the management positions listed in this registry, and to ensure equal opportunities for advancement to all Signet employees. We particularly encourage women and minorities who are interested in management opportunities at Signet to participate in this program and use this online registry system to express your interest in a management position. Registration in this online system does not guarantee a promotion, but is necessary for consideration for any promotional opportunity to a management position listed in this registry.

Note for Internal Candidates

Note: For internal candidates, please complete your Professional Profile in Workday by clicking on your picture or the cloud then select “Job” and “Professional Profile”. Enter your entire job history, education, skills and internal projects. To add your Military Service and tenure, select “Personal” and click “Edit.”

Company Culture

At Signet, we realize we’re not just in the jewelry business – we’re in the relationship business. The diamonds and unique jewelry we sell are symbols of undeniable love and self-expression. They help inspire love and foster the kind of world we all want to live in. We’re always looking for those rare gems who want to be a part of our purpose. We value our team members and empower them to play trusted roles in a highly personal and emotional customer experience. Maybe you have that sparkle. Signet Jewelers is Great Place to Work-Certified. We promote diversity at every level, value the differences between people and foster an environment of opportunity and acceptance for every Team Member in every facet of our organization.