Sr. Director of Repair Strategy and Operations

The Company:

Helzberg is a retail jewelry company that operates over 160 retail stores located in malls and open-air venues across the United States, and a growing e-commerce site. The company employs over 2,000 full and part-time associates in store locations and the Store Support Center. The Store Support Center provides centralized information, products, and services to all the stores, while facilitating company innovation, growth and profitability. Some departments within Helzberg oversee both Helzberg and Ben Bridge as a shared service.

The Department:

The Jewelry Services group represents the group oversees repair operations, care plans, jewelry customization, and is responsible for new innovations driving new revenue opportunities.

Position Summary:

The Senior Director, Repair Strategy & Operations is responsible for developing and executing the enterprise-wide repair services strategy across Berkshire Hathaway Jewelry Group brands, including Helzberg Diamonds and Ben Bridge Jeweler. This leader serves as the primary owner of repair business performance, driving revenue growth, profitability, operational excellence, customer experience, and long-term strategic development of the repair services business.

The role provides leadership over all aspects of repair operations including in-store jewelers, centralized repair facilities, external repair partners, vendor networks, pricing strategy, workforce planning, service standards, process improvement, reporting, and customer experience initiatives. The Senior Director will establish a scalable repair business model that maximizes capacity, productivity, profitability, and service quality while supporting the growth objectives of both brands.

This position partners closely with executive leadership, Store Operations, Finance, Merchandising, Marketing, Human Resources, Supply Chain, Information Technology, and external partners to ensure repair services are a meaningful driver of customer loyalty, business growth, and financial performance.

Principal Accountabilities:

Strategic Leadership

• Develop and execute a multi-year repair services strategy that aligns with the objectives of Berkshire Hathaway Jewelry Group and its brands.
• Identify and implement initiatives that drive sustainable repair sales growth, increased profitability, enhanced customer satisfaction, and operational efficiency.
• Evaluate emerging industry trends, technologies, service offerings, and operational models to maintain a competitive advantage.
• Develop long-term plans for repair capacity expansion, workforce optimization, shop utilization, centralized repair operations, and vendor network management.
• Create annual strategic plans and roadmaps with measurable business outcomes and performance targets.

Financial Ownership & Business Performance

• Own repair services P&L performance across both Helzberg and Ben Bridge.
• Establish revenue, margin, cost, productivity, and customer service targets.
• Develop and monitor key performance indicators and operational scorecards.
• Analyze business performance and identify opportunities to improve profitability and operational effectiveness.
• Create financial forecasts, business cases, capital investment proposals, and return-on-investment analyses.

Repair Operations Excellence

• Lead the optimization of all repair operations across in-store shops, centralized facilities, and external repair partners.
• Establish enterprise standards for repair quality, turnaround times, productivity, and customer service.
• Identify operational bottlenecks and implement process improvements to drive efficiency and scalability.
• Establish best practices that improve execution and create a superior customer experience.

Pricing Strategy & Revenue Growth

• Own repair pricing strategy across all brands and service categories.
• Regularly evaluate market conditions, competitive pricing, customer demand, and profitability performance.
• Develop pricing models that maximize revenue and margin while maintaining strong customer value.
• Partner with Marketing and Store Operations to drive customer awareness and repair service utilization.
• Identify new repair-related revenue streams and service offerings.

Capacity & Resource Optimization

• Maximize utilization and productivity of all in-house jewelers, repair facilities, and external repair vendors.
• Establish workload balancing strategies across repair channels.
• Evaluate repair volume distribution and recommend capacity adjustments to optimize turnaround and cost efficiency.
• Lead workforce planning initiatives to ensure appropriate staffing levels and future talent needs.

Vendor & Partner Management

• Establish and manage strategic relationships with external repair vendors and service providers.
• Monitor vendor performance and compliance against established standards.
• Develop vendor scorecards and accountability processes.
• Continuously evaluate the repair network for opportunities to improve quality, service levels, and cost performance.

Reporting & Analytics

• Establish enterprise reporting frameworks that provide visibility into operational, financial, and customer performance metrics.
• Deliver actionable insights to leadership teams through robust reporting and business analysis.
• Utilize data to identify improvement opportunities, growth initiatives, operational risks, and emerging trends.
• Develop dashboards and executive-level reporting that drive informed decision-making.

Customer Experience Improvement

• Ensure repair services support best-in-class customer experiences across all brands.
• Identify opportunities to improve communication, transparency, service recovery, quality, and turnaround times.
• Partner with Customer Experience and Operations leaders to improve customer satisfaction and retention.
• Develop service standards that strengthen trust and enhance brand loyalty.

Organizational Leadership

• Provide leadership and direction to repair operations teams and key stakeholders across the organization.
• Foster a culture of accountability, continuous improvement, innovation, and customer focus.
• Develop succession planning, training programs, and talent development initiatives for repair operations.
• Lead change management efforts associated with operational transformations and strategic initiatives.

Cross-Functional Relationships

• Executive Leadership Teams
• Store Operations
• Finance
• Merchandising
• Supply Chain
• Human Resources
• Marketing
• Customer Experience
• Information Technology
• Real Estate & Facilities
• Learning & Development
• External Repair Vendors and Service Providers

Qualification:

• Bachelor's degree in Business, Operations, Finance, Supply Chain, Retail Management, or related field preferred.
• 10+ years of progressive leadership experience in jewelry repair operations, manufacturing, retail operations, service operations, or related fields.
• Demonstrated success leading multi-site operational teams and large-scale business initiatives.
• Experience managing revenue, expenses, profitability, and operational performance metrics.
• Strong knowledge of jewelry repair operations, manufacturing processes, quality standards, and service delivery models preferred.
• Proven strategic planning, financial analysis, project management, and change leadership capabilities.
• Strong analytical, presentation, negotiation, communication, and executive influence skills.
• Proficiency in business intelligence tools, reporting systems, and operational analytics.
• This position requires 30% - 40% travel each year.

Core Competencies:

• Enterprise Leadership
• Strategic Thinking
• Operational Excellence
• Financial Acumen
• Business Transformation
• Customer Centricity
• Data-Driven Decision Making
• Change Leadership
• Relationship Building
• Continuous Improvement
• Talent Development
• Accountability & Results Orientation

SUPERVISORY RESPONSIBILITIES:

This role leads a team spanning both Helzberg and Ben Bridge, overseeing operations leadership and jewelry specialist staff.