Design & Service Center Manager - Signet Jewelers - Gateway Pavilion

Design & Service Center (DSC) Manager Position Summary: The Design & Service Center Manager oversees the day‑to‑day operations of a DSC Repair Shop. They drive an efficient and successful DSC through leadership, training, and production planning, maintaining a solid team and ensuring a high‑quality customer repair journey. Essential Duties and Responsibilities: Follow Quality Control procedures on every job prior to delivery to stores using the 5 critical check point process. Provide estimates to stores within 24 hours on cost and turnaround time. Order parts within 2 days of receiving a job. Communicate discrepancies or delays to stores within 24 hours. Review parts daily and delegate ordering tasks to Administrative Coordinator, Apprentice or Jewelers as assigned. Conduct bi‑weekly outreach to store partners/managers to discuss wins and areas of opportunities. Handle same‑day Jared jobs to meet customer expectations. Offer solutions and partnership as needed. Recruit and vet candidates to fill open positions. Attend and participate in district meetings. Visit local stores when time allows. Perform tasks and skillsets, minimum of B level jeweler. Live Signet’s Core Values. Administrative Responsibilities: Identify supply needs and delegate orders to AC, Apprentice or Jewelers. Organize jobs and distribute to production jewelers daily and throughout the day. Prioritize rush jobs and special orders. Maintain control of supply orders and keep the right level of inventory on hand. Oversee daily production and billing. Maintain oversight of receiving and shipping. Ensure all equipment is in working order daily. Control security access to the DSC and ensure all repairs and supplies are safe. Communicate recurring concerns with merchandise via the portal and the district manager. Communicate concerns with store partners to the district manager. Have weekly communication with the district manager to discuss weekly performance. Review AP detail report and discuss discrepancies with the district manager. Report weekly metric numbers to the district manager. Create weekly team member schedules and publish them in a timely manner. Ensure all team members follow time and attendance policy by punching in and out correctly. Ensure lunch break and rest break policies are followed. Review payroll punched hours and make corrections when necessary. Make schedule changes for DSC demand needs. Forecast workloads by reviewing capacity daily and update district manager if needed. Ensure all custom jobs are processed correctly using custom systems. Oversee all follow‑up on custom jobs. Use the CAD system to ensure all information required for custom jobs is completed before sending to CAD. Review all reports daily (morning report, production report, FTR report, VOC, sales). Utilize and identify areas of improvement using the Profit and Loss report. Oversee the workflow process of the DSC. Adhere to all policies and procedures for shipping to stores and outside vendors. Communicate with stores and outside vendors when needed. Train team on use of PPE and review yearly. Train team on the safety data sheets and SDS book and regulations. Know Repair Support contacts at home office. Complete inventory task once per month and submit to district manager. Follow scrap and sludge tank policies and procedures for processing. Complete all training assigned to you in a timely manner. Complete all MyWork tasks daily. Know how to use Smartsheet in the portal. Attend and participate in Teams/Zoom meetings when scheduled. Know how to use an incident report. Supervisory Responsibilities: Understand and uphold Human Resources and Loss Prevention Policies and Procedures. Recruit Design & Service Center Team Members using the Talent Acquisition Guide. Train all DSC Team Members in their areas of responsibility. Coach Design & Service Center Team Members to improve performance. Hold Team Members accountable to improve performance or modify behaviors as applicable. Conduct company‑directed Quarterly Check‑In and/or Performance Appraisal as assigned. Hold two huddles daily with your team to set direction for the day. Ensure team members complete safety training, quizzes and training modules. Conduct weekly one‑on‑ones with all Design & Service Center Team Members. Monitor Jewelers’ production performance daily. Qualifications: Proven ability to drive amazing customer service. Ability to drive performance with a team. Effective communication skills. Ability to effectively train others. Experience with performance and driving metrics. Managing multiple tasks. Ability to adapt to challenges while remaining calm in a constantly challenging and ever‑changing environment. Previous management experience preferred. Analytical thinker. Previous experience with coaching others. Must be a solid team player. Leadership capabilities. Must have the minimum skill set of a Level B Jeweler. Continually strive to improve skills to Level A and Level AA Jeweler. Certificates, Licenses, Registrations: Must have a valid driver’s license and proof of insurability. Education and/Or Experience: Minimum of High School Diploma or GED, preferred. Minimum skill set of Level B Jeweler. Associates or Bachelor’s degree in a related field preferred but not required. Computer Aided Design (CAD) skills preferred but not required. Computer Aided Manufacturing (CAM) skills preferred but not required. Previous management experience. GIA Gemology training. Physical Demands: Must stand for long periods of time; reach with hands and arms; move among and between display cases; handle and feel merchandise; sit, stoop, kneel and crouch; lift and move up to 25 pounds. Travel by car is regularly required; reliable transportation must be available. Air travel and overnight travel may be required. Work Environment: Workweek hours will vary and regularly include some weekend, evening, early morning, holiday and extended hours. Overtime required – varies. Design & Service Center environment. Noise level in the work environment is usually moderate to high. Equal Opportunity Statement: Signet Jewelers is an equal opportunity employer committed to promoting diversity of all levels of employees. Signet particularly encourages women and minorities to apply for management opportunities and participates in an online registry to ensure equal opportunities for advancement for all employees. #J-18808-Ljbffr Signet Jewelers Limited