Summary
The Assistant Manager of Product Services oversees day-to-day product care operations including jewelry alterations, repairs, polishing, wash out and quality assurance. This role leads workflow management, drives team performance, partners with retail and distribution teams, and ensures high quality service that supports new sales and client satisfaction.
Responsibilities
- Oversee daily department operations including workflow management, scheduling, and prioritization of repair and alteration orders
- Ensure timely, accurate, and high-quality execution of services consistent with luxury brand standards
- Serve as subject matter expert for alterations, resizing, and technical inquiries from staff and retail partners
- Support retail and client center teams by resolving service escalations and ensuring seamless client experiences
- Set and reinforce performance goals while managing team productivity and labor costs
- Lead hiring, onboarding, coaching, performance management, and development planning
- Measure and analyze KPIs related to service quality, turnaround time, and client satisfaction
- Drive process documentation, continuous improvement, and compliance with safety and quality standards
- Partner on budgeting, forecasting, reporting, and ROI analysis for operational decisions
Requirements
- Proven experience in jewelry service, repair operations, luxury retail, or related service management
- Strong people leadership skills with team management and coaching experience
- Demonstrated ability to manage workflow, meet deadlines, and maintain quality in a fast-paced environment
- Financial and operational acumen including labor planning and performance reporting
- Experience handling high-value merchandise and transactions with accuracy and discretion
- Proficiency with inventory management and basic reporting tools
- Ability to work flexible hours including evenings, weekends, and holidays
- Gemological training or certification (GIA or equivalent) preferred
- Knowledge of auditing, loss prevention procedures, and inventory control
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