Operations Manager

Job Overview:

Reporting to the Director of Operations, the Operations Manager supports order execution across accounts, with a focus on time-sensitive and high-priority work. The Operations Manager acts as an extension of the Director of Operations, helping to troubleshoot day to day needs and provide updates directly to customer counterparts as necessary.

The Operations Manager is responsible for expediting all “hot” orders across accounts, including remakes, VIP orders and late orders, ensuring they are identified quickly, routed appropriately, and driven to resolution. This role requires strong cross-functional coordination, clear escalation practices, and consistent status visibility.

This is a hands-on and central role for an excellence-oriented candidate who thrives in a fast-paced and customer-focused environment. Experience in and a passion for jewelry is required.

Key Responsibilities:

• Day-to-Day Operational Management: Support the Director of Operations in daily operational management, helping troubleshoot issues and coach operational team members to execute accurately and efficiently.

• Hot Order Management (Cross-Account): Own and manage the queue of hot orders across accounts, including remakes, VIP orders and late orders.

• Prioritization & Routing: Triage hot orders daily and provide clear direction to the appropriate teams to prioritize and execute next steps.

• Issue Resolution: Proactively identify blockers, coordinate actions to remove constraints, and drive orders to completion.

• Escalation Management: Escalate issues, risks, and unresolved blockers to Director of Operations as required.

• Status Visibility: Maintain accurate, up-to-date visibility on order status and communicate progress clearly to relevant stakeholders, including customer counterparts as necessary.

• Data Integrity: Maintain constant visibility on order status, enforcing correct data entry and ensuring any mistaken data is cleaned from the operating system.

• Cross-Functional Coordination: Partner closely with Account Managers, Order Processing, Shipping, and other operational stakeholders to ensure critical orders move without delay.

• Proven experience supporting order execution in a fast-paced, customer-focused operations environment, including expediting time-sensitive priorities across accounts

• Ability to own and manage a “hot order” queue (e.g., remakes, VIP orders, late orders) and triage/reroute priorities daily to the appropriate teams

• Strong cross-functional coordination skills with Account Managers, Order Processing, Shipping, and other operational stakeholders to remove blockers and drive resolution

• Sound escalation judgment, including surfacing risks and unresolved issues to the Director of Operations as required

• Clear, reliable status management and communication to internal stakeholders and customer counterparts as necessary

• High attention to detail and commitment to data integrity (accurate system updates, correct data entry, and cleanup of mistaken data)

• Hands-on, excellence-oriented working style with comfort acting as an extension of the Director of Operations

• Experience in and a passion for jewelry is required*

• Health Care Plan (Medical, Dental & Vision)

• Retirement Plan (401k, IRA)

• Life Insurance (Basic, Voluntary & AD&D)

• Paid Time Off (Vacation, Sick & Public Holidays)

• Family Leave (Maternity, Paternity)

• Short Term & Long-Term Disability

• Training & Development