Service and Operations Manager - Palm Beach

Job Title: Service and Operations Manager

Reports to: Store Director

Division: Retail

OVERVIEW

The Service and Operations Manager is responsible for driving service and overall store operational efficiency and achieves profitability goals within their designated location. They oversee expense management, shortage prevention, staffing and scheduling, merchandise flow, customer service, and adherence to housekeeping and safety standards. The Service and Operations Manager serves as they key on-site team member leading Operational Excellence through system savviness and collaborative partnership with all store team members, corporate partners and stores across the network.

ESSENTIAL JOB RESPONSIBILITIES

Store & Service Operations

• Collaborate with store teams to streamline service and operations workflows, allowing for increased focus on the client experience.


• Manage non-payroll expenses, directly responsible for costs related to all operational activity.


• Direct receiving and processing of all merchandise receipts; ensure back-of-house standards are maintained.


• Analyze store shortages and implement reduction initiatives in partnership with Asset Protection.


• Ensure thorough understanding of procedures, policies, exposure standards, and shortage awareness by the store team, including all People Leaders and colleagues.


• Support and set up for events.


• Ensure accurate set-up and handling of merchandise across both front-of-house and back-of-house operations, supporting effective product availability and presentation.


• Train, motivate, and develop the store team to maximize their potential and business opportunities.


• Clearly communicate store and Company service and operations objectives to ensure both store management and all associates are well-informed.


• Oversee store maintenance, ensuring a safe, clean and welcoming environment is maintained for both clients and employees.


• Manage supply budgets and ensure the store remains stocked with selling supplies and other required items.


• Initiate and implement shortage and safety programs.


• Recruit and select qualified support colleagues, as applicable.


• Partner with store management on team development, identifying training needs and any operational challenges and recommending actionable solutions.


• Create a positive, inclusive work environment focusing on internal and external customer service and safety.


• Address colleague concerns fairly and reasonably, consistent with Company values.


• Monitor and address performance issues promptly in partnership with store leadership.


• Improve overall Operations Efficiency results by focusing on training and support across both areas.


• Act as a systems Super User during the digital migration project; attend all relevant training and meetings to lead local implementation and training efforts.


• Maintain in-depth expertise on store systems and provide continuous support to store teams, while offering insights and feedback to corporate partners.


• Lead continuous communication and training efforts on system, policy and process enhancements and updates.


• Willing to be hands-on and work with the team to fulfill operational and organizational needs.

Service Experience

• Ensure that monthly sales targets are achieved for service and accessories.


• Create a positive and inviting environment for the client, providing a knowledgeable experience on repairs, warranties and setting expectations of timeline for repairs during in-take.


• Enthusiastic and confident Service Client Advisors that are knowledgeable in watch repairs, explaining warranties and setting expectations on the time it takes to repair a watch.


• Maintain appropriate inventory levels of straps and accessories to support sales. Place special orders as needed.


• Diligently following up with customers to pick-up repairs and special orders.


• Obtain client information utilizing the CRM system to build an on-going relationship.


• Fully understand and leverage the service computer system to track watch repairs and service the client.


• Approve manufacturer invoices for repairs and ensure they are sent to Accounts Payable to be processed in a timely manner.

Technical

• Quartz diagnosis (battery changes & estimating)


• Mechanical diagnosis


• Bracelet sizing and adjustments


• Time setting and calendar adjustments


• Strong product knowledge and client communication


• Coordinating estimates with central service


• Handle client issues with outstanding diplomatic skill, creating a positive experience for the customer, following up on service survey and NPS survey comments as needed.

Qualifications 

• 3-5+ years’ experience in a supervisory role within a fast-paced premium retail or experience-based environment.


• Demonstrated technical aptitude.


• Experience in jewelry or timepieces preferred.


• Detail oriented.


• Must have knowledge of POS and Inventory management systems.


• Excellent communication, solution-oriented and interpersonal ability.


• Adaptable and collaborative, with a continuous improvement mindset.


• Strong business acumen with the ability to use systemic reporting to drive decision making.


• Excellent critical thinking and problem-solving abilities.


• Strong knowledge of inventory and shrink mitigation shortage and investigation.


• Bi-lingual language proficiency is a plus to cater to our international customer base.


• Able to work a flexible schedule, including days, evenings, weekends, and holidays, based on store and company needs.

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, gender, veteran status, genetic information or any other characteristic protected by applicable federal, state or local laws.