Operations Manager, Diamonds Direct

Signet Jewelers Limited; Columbus (OH); On-site; USD 58,000 - 92,000; Full time

Job summary

Diamonds Direct is seeking an Operations Manager to lead store operations, overseeing inventory, audits, shipping/receiving, repairs, warranties, and front-office processes. You will manage a small team (2–4) and partner with leadership to ensure operational excellence and customer satisfaction.

The role requires strong leadership, process discipline, and cross-functional collaboration to drive sales execution and risk mitigation in a fast-paced jewelry retail environment.

Qualifications

• Experience leading retail store operations teams.
• Strong inventory control, audits, and risk mitigation.
• Ability to partner with store leadership to support sales and operations.

Responsibilities

• Oversee day-to-day store operations, inventory, audits, shipping/receiving, and admin processes.
• Lead 2–4 operations team members with coaching and performance management.
• Ensure order, repair, fulfillment accuracy and service quality.
• Support BOPIS/BOSS fulfillment and customer experience.
• Collaborate with Store Manager and General Manager on sales initiatives and coverage.

Skills

Leadership

Inventory management

Compliance

Team coaching

Customer service

Job description

At Diamonds Direct, we pride ourselves on finding talent with a certain set of characteristics, or what we call, RHINO’s. These are individuals with an unmatched work ethic, and are determined to do whatever it takes plus some. They are passionate about what they do and who they do it for, and always take ownership of their work by consistently charging forward. Most importantly, RHINO’s exhibit humility, as in order for the business to succeed here, it takes EVERYONE! Do YOU have what it takes to be a Diamonds Direct RHINO??

The Operations Manager is a key member of the store leadership team, responsible for overseeing all operational aspects of the business to ensure operational excellence, compliance, and an exceptional customer and team member experience. This role leads an average team of 2–4 operations-focused team members and owns critical store functions including inventory control, audits, shipping and receiving, order and repair execution, warranties, front office operations, and administrative processes. The Operations Manager partners closely with the General Manager and Store Manager to support sales execution, operational readiness, and overall store performance, while maintaining primary accountability for operational accuracy, risk mitigation, and process discipline. This role is intentionally designed to provide leadership flexibility, enabling the Operations Manager to step in and support Store and General Managers during absences, ensuring continuity of leadership, operational stability, and consistent execution across the business.

Operational Leadership & Compliance

Oversee all store operations including inventory management, shipping and receiving, audits, warranties, repairs, front office support, and administrative functions. Ensure adherence to company policies, SOPs, financial controls, and asset protection standards. Maintain accurate operational records (receiving logs, inventory adjustments, repair documentation, warranty files, and exception notes) to support reporting and audit readiness. Identify operational risks, control gaps, and process inefficiencies; partner with the General Manager and Central partners to implement corrective actions and continuous improvements. Lead operational planning to support sales initiatives, promotions and company programs, ensuring staffing alignment and execution readiness.

Order, Repair & Fulfillment Execution

Own day‑to‑day execution of order, repair, and fulfillment workflows, ensuring accuracy, timeliness, and compliance with service standards, documentation requirements, and operational controls that directly support profitable repair and service execution. Execute and oversee BOPIS/BOSS online fulfillment, including order validation, item picking, secure staging, customer notification support, handoff, and exception resolution. Manage repair workflows end‑to‑end (intake through completion), including documentation, tagging, chain‑of‑custody controls, status tracking, internal and external partner coordination, and customer‑ready handoff. Perform quality control checks and validate merchandise, orders, and repairs against supporting documentation. Monitor open orders and repair queues, prioritize work against SLAs and customer commitments, and execute instituted risk. Manage the store’s fragment.

Inventory & Asset Stewardship

Plan and execute physical inventories, audits, and cycle counts, including preparation, count execution, reconciliation, variance investigation, and documentation. Maintain daily inventory controls, investigate discrepancies, and drive timely resolution to protect high‑value assets and reduce shrink. Manage warranty workflows end‑to‑end, ensuring accurate documentation, system updates, shipping/receiving controls, and closure. Ensure accurate memo receiving and documentation in coordination with Central Operations. Partner with store leadership on asset protection routines and immediately surface potential risks, losses, or control failures.

Customer, Brand & Store Experience

Serve as an ambassador of the brand, reinforcing service behaviors, hospitality standards, and brand presentation across all customer and team touchpoints. Ensure front‑of‑house and back‑of‑house environments are clean, organized, safe, and operationally sound. Provide front office coverage as needed, including call handling, walk‑in support, required counts and controls, and coordination with sales teams. Support customer service, repairs, and service recovery by setting expectations, providing proactive updates, documenting issues, and partnering with leadership to resolve concerns within guidelines.

Team Leadership & Development

Lead, coach, and develop an average team of 2–4 operations team members. Set clear expectations, performance goals, and accountability standards. Support onboarding, training, performance management, and ongoing skill development. Foster a culture of ownership, inclusivity, continuous improvement, and operational excellence. Collaborate closely with the Store Manager to ensure strong alignment between operations and sales teams.

Sales Support & Leadership Coverage

Partner with the Store Manager and General Manager to support sales floor execution and overall business performance. Provide sales floor leadership and coverage during peak traffic periods, special initiatives, or leadership absences as appropriate. Reinforce customer engagement standards and selling behaviors through an active leadership presence. Step in to support broader store leadership responsibilities in the absence of the Store Manager or General Manager, as needed.

Development & Succession Planning

Participate in cross‑functional development opportunities to build readiness for future leadership roles. Gain working knowledge of sales strategy, performance drivers, and customer engagement through active partnership with store leadership. Serve as a leadership resource across both operations and sales to support overall store success.

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.