Showroom Operations & Guest Experience 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

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.