Retail Operations Coordinator

Brilliant Earth; San Jose (CA); On-site; USD 68,769,792 - 74,500,608; Full time

Benefits offered by this job

Career Growth

Set Schedule

Diverse, mission-minded team

Lifestyle Spending Account

Continued Education

Employee Discounts

Mental Wellness Perks

Giving Back and VolunteerOpportunities

Medical, Dental, and Vision

401(k) Match

Paid Time Off

Parental Leave

Disability and Life Insurance

Job summary

Brilliant Earth is seeking a Retail Operations Coordinator in San Jose to greet customers, support showroom operations, and be the face of the company during visits. This full‑time, in‑person role runs Tuesday–Saturday and centers on delivering a premium customer experience.

Responsibilities include inventory reconciliation with NJ HQ and vendors, order fulfillment, packaging, and maintaining a luxury showroom environment while collaborating with sales and cross‑functional teams.

Qualifications

• Robust customer service skills and experience working in a fast‑paced retail or hospitality environment.
• A dedicated desire to connect with customers, solve problems, and create lasting positive experiences with each customer interaction.
• Excellent written and verbal communication skills.
• Strong attention to detail.
• An ability to think critically and adapt quickly in a flexible environment.
• Exceptional time management skills and accountability.
• A team player mindset with the ability to work collaboratively and cross‑functionally.
• Strong computer and organization skills.
• Interest in socially and environmentally responsible organizations and products.

Responsibilities

• Create memorable and personalized experiences for Brilliant Earth customers by providing exceptional service and a welcoming environment during their visits to the showroom.
• Greet and welcome guests with enthusiasm, warmth, and professionalism.
• Send and receive product from our NJ headquarters and external vendors while reconciling inventory within our computer system.
• Facilitate order fulfillment, including preparing and packaging customer materials, managing inventory, and maintaining an organized packaging area.
• Manage the security of goods and provide expertise on operational policy and procedure.
• Maintain a luxury environment in the showroom and uphold visual merchandising and retail operations standards, including planogram maintenance and updates, seasonal roll‑outs, decor and signage maintenance, and regular cross‑functional reviews/checkpoints.
• Manage and organize appointments for pick‑ups, resizing, and repairs.
• Assist walk‑in clients by matching them with an available sales representative, or schedule them for a return visit.
• Consistently seek ways to improve the customer experience while adding value to and supporting the sales team.
• Gracefully enforce policies within the waiting room to ensure a safe and pleasant experience for all guests.

Skills

Customer service

Communication

Attention to detail

Time management

Team player

Problem solving

Cross-functional

Hospitality experience

Retail software

Job description

Our Retail Operations Coordinator is dedicated to providing an exceptional experience for every Brilliant Earth customer while aiding fulfillment and operational needs. The goal of the Brilliant Earth team is to create personalized experiences and build lasting relationships while sharing in the happiest moments of our customers’ lives. The team operates in a fast‑paced environment and is the engine which drives our company. As a team member, you will be supporting daily operations within the showroom and serving as the face of the company while greeting customers and ensuring the best possible experience when visiting our showrooms.

The role requires a full‑time schedule from Tuesday to Saturday. This in‑person position is located at our San Jose showroom.

The targeted salary range is $24–26 per hour, which may be adjusted at any time at the discretion of the company.

What you’ll do:

• Create memorable and personalized experiences for Brilliant Earth customers by providing exceptional service and a welcoming environment during their visits to the showroom.
• Greet and welcome guests with enthusiasm, warmth, and professionalism.
• Send and receive product from our NJ headquarters and external vendors while reconciling inventory within our computer system.
• Facilitate order fulfillment, including preparing and packaging customer materials, managing inventory, and maintaining an organized packaging area.
• Manage the security of goods and provide expertise on operational policy and procedure.
• Maintain a luxury environment in the showroom and uphold visual merchandising and retail operations standards, including planogram maintenance and updates, seasonal roll‑outs, decor and signage maintenance, and regular cross‑functional reviews/checkpoints.
• Manage and organize appointments for pick‑ups, resizing, and repairs.
• Assist walk‑in clients by matching them with an available sales representative, or schedule them for a return visit.
• Consistently seek ways to improve the customer experience while adding value to and supporting the sales team.
• Gracefully enforce policies within the waiting room to ensure a safe and pleasant experience for all guests.

Candidate qualifications

• Robust customer service skills and experience working in a fast‑paced retail or hospitality environment.
• A dedicated desire to connect with customers, solve problems, and create lasting positive experiences with each customer interaction.
• Excellent written and verbal communication skills.
• Strong attention to detail.
• An ability to think critically and adapt quickly in a flexible environment.
• Exceptional time management skills and accountability.
• A team player mindset with the ability to work collaboratively and cross‑functionally.
• Strong computer and organization skills.
• Interest in socially and environmentally responsible organizations and products.

What We Offer

At Brilliant Earth, we’re passionate about the employee experience. That’s why we offer an excellent training program and endless opportunities for career growth, as well as a competitive compensation and a robust benefits package.

• Career Growth. We provide regular 1‑1’s with your manager, training opportunities, and an annual 360 review process for all employees.
• Set Schedule. Consistent weekly hours and two consecutive days off.
• Diverse, mission‑minded team. We were founded to cultivate a more transparent, sustainable, compassionate, and inclusive jewelry industry.
• Lifestyle Spending Account. Company reimbursements for eligible wellness expenses such as gym memberships, massage, counseling, and more.
• Continued Education. Company‑sponsored learning in leadership, professional skills, diversity & inclusion, and tuition reimbursement for role‑specific training.
• Employee Discounts. Generous discount on our jewelry.
• Mental Wellness Perks. Access to mental health resources, self‑care apps, and seminars, along with 24/7 counseling support.
• Giving Back and Volunteer Opportunities. Local initiatives and team volunteer days.
• Medical, Dental, and Vision. Multiple plans available, including a $0 monthly premium option for employee health insurance and employer HSA contributions, with insurance kicking in on the first day of the second month.
• 401(k) Match. Generous employer match.
• Paid Time Off. Three weeks of PTO in the first year.
• Parental Leave. Paid parental leave to bond with new additions.
• Disability and Life Insurance. 100% employer‑paid.

Brilliant Earth recognizes the value of diversity and inclusion on our team. We work together to reinvent fine jewelry in a thoughtful and modern way. We celebrate each other’s successes, lessons, and perspectives. We invite applicants from all backgrounds to apply.

We are committed to complying with all Federal, State, and local laws providing Equal Employment Opportunities, and all other employment laws and regulations. This employment opportunity is open to all qualified and diverse candidates regardless of any protected status. Applicants may request a reasonable accommodation during the hiring process. Qualified applicants with arrest or conviction records are considered in accordance with local fair chance ordinances in Los Angeles, San Francisco, Philadelphia, Massachusetts, and Maryland.

Any individual seeking a role within our company is entitled to the full application and interview process and will be treated equally, irrespective of protected characteristics. We respect privacy and data regulation laws. If you need assistance or a reasonable accommodation completing an application or at any stage of the interview process, please reach out to us at [e-mail].