Global After-Sales Director

Category: Retail

Min. Experience: Director

Salary: $150,000 - $170,000

About the Company

Founded in 2014 by Jerome Jacques Marie Mage, Jacques Marie Mage is a Los Angeles-based producer of limited-edition designer goods specializing in the micro-production of luxury eyewear for a clientele of discerning tastes.

With each new collection, JMM embraces a unique palette of precious materials, rich colors, and striking geometric forms, which cleverly reference and beautifully reconfigure the striking individuals, artistic movements, and world events of previous centuries. All JMM eyewear is ethically sourced and produced with the utmost respect for industry partners' environment and wellbeing.

About the Role

Jacques Marie Mage is seeking a Global After-Sales Director to develop and lead our global approach to product care, repair, warranty, and after-sales service.

Based in Los Angeles, this role will work closely with Customer Service, Product, Supply Chain, our regional teams, and our manufacturing partners in Japan to ensure that after-sales cases are handled with the level of precision, care, and attention expected of JMM.

The ideal candidate combines strong operational skills with a genuine interest in product, craftsmanship, and client experience. This is a hands-on role for someone who enjoys building processes, solving complex problems, and working across teams and regions.

Responsibilities

• Develop and implement JMM's global after-sales processes and standards across the Americas, Europe, and Asia.
• Own operational resolution of warranty, repair, replacement, and complex product-related cases.
• Establish clear guidelines for repairability, warranty assessment, replacement, and escalation.
• Work closely with Product and manufacturing partners (in-house or third parties) in Japan on technical diagnosis and complex repairs.
• Develop a deep understanding of JMM products, materials, construction, components, and repair techniques.
• Build and maintain technical after-sales documentation for current and archival products.
• Develop and manage a global spare-parts strategy in coordination with Product, Production, Supply Chain, and regional warehouses.
• Identify recurring product issues and provide structured feedback to Product, Quality, and Production.
• Coordinate after-sales activities across Los Angeles, Europe, and Japan and develop regional repair capabilities.
• Establish and monitor key after-sales KPIs, including case volume, turnaround time, warranty cost, repair versus replacement, and recurring defects.
• Manage complex and exceptional cases when required.
• Continuously identify opportunities to improve product care, operational efficiency, and the overall JMM client experience.

Key Requirements:

• 7/10 years of experience in after-sales, product service, repair operations, luxury operations, quality, customer operations, or a related field.
• Experience working with high-quality physical products where repair, warranty, parts, or technical assessment are important.
• Strong organizational, analytical, and problem-solving skills.
• Excellent attention to detail with a hands-on and solutions-oriented approach.
• Ability to build processes and operate effectively in a fast-paced, evolving environment.
• Strong cross-functional communication and project management skills.
• Experience working with international teams and partners.
• Genuine interest in craftsmanship, materials, manufacturing, and product quality.
• Ability to travel internationally, particularly to Japan and Europe.
• Experience in luxury eyewear is a plus but not required. Japanese language skills are a plus but not required.

Equal Opportunity Statement

Jacques Marie Mage is a company that respects the uniqueness of each employee and offers everyone the means to find their place and thrive. We promote initiatives aimed at supporting professional equality for everyone. We strive to go above and beyond purely symbolic measures by building a culture focused on meaningful strategies aimed at creating an inclusive workforce.