"Alerted.org

The Assistant Manager of Product Services provides day-to-day oversight of product care services including jewelry alterations and repair, polishing, wash out and quality assurance. The Assistant Manager leads the inbound and outbound workflow ensuring operational excellence, driving team performance, and elevating the client experience.

The Assistant Manager leads all department operations, supporting and developing all aspects of the business. In close partnership with leadership, the Assistant Manager ensures achievement of performance and quality objectives while meeting financial goals.

The Assistant Manager serves as a subject matter expert for alterations and resizing to support new client sales and repairs, upholding the brand’s commitment to craftsmanship, service excellence and client satisfaction. They collaborate with Retail partners, Distribution, Quality Assurance and others.

Key Responsibilities:

Operational Leadership & Service Excellence

+ Oversee daily department operations, including workflow management, scheduling, and prioritization of repair and alteration orders, including new sales and client-owned merchandise.

+ Ensure timely, accurate, and high-quality execution of services that reflect TCO brand standards and client expectations of a luxury brand.

+ Act as a subject matter expert, fielding technical and operational inquiries from staff and retail partners.

+ Support Retail and client center teams by resolving service-related escalations and ensuring seamless end-to-end client experiences.

+ Maintain strong compliance with internal policies, procedures, and quality standards.

Inspire and Align an Agile Team to Win

+ Set, communicate, and reinforce challenging performance goals aligned to a high-performance culture.

+ Manage team productivity and quality targets while remaining within labor cost budgets.

+ Apply a structured talent management approach, including hiring, onboarding, coaching, performance acceleration, and development planning.

+ Foster ongoing performance and development conversations, recognizing high-performing behaviors and addressing performance gaps in a timely manner.

+ Build an inclusive, respectful, and collaborative team culture that values diversity and promotes engagement.

+ Act as a role model by sharing knowledge, mentoring peers, and contributing to collective leadership growth across the organization.

+ Regularly review team progress, celebrate achievements, and realign priorities as business needs evolve.

Strengthen Our Competitive Advantage

+ Set departmental goals that align with TCO brand values and exceed client expectations.

+ Measure and analyze results using key performance indicators (KPIs) related to service quality, turnaround time, and client satisfaction.

+ Identify obstacles and overcome them to improve efficiency, quality, and client outcomes.

+ Drive accountability through consistent follow-up and ownership of results.

+ Lead process documentation and continuous improvement initiatives.

+ Champion health and safety standards, recognizing that a safe and healthy workplace drives service excellence and team performance.

Cultivate a More Efficient Operating Model

+ Plan and forecast departmental needs using historical trends, volume projections, and business insights.

+ Demonstrate financial acumen by understanding department cost structures, labor budgets, and service margins.

+ Partner with management on finance and operations teams to support budgeting, reporting, and strategic initiatives.

+ Support business analysis and reporting, translating data into actionable insights.

+ Conduct ROI analysis to evaluate process changes, staffing decisions, and operational investments.

+ Ensure compliance with regulatory, safety, and company standards.

+ Develop and execute contingency plans to adapt to changing business conditions while still achieving performance and financial goals.

Qualifications & Skills

+ Proven experience in jewelry service, repair operations, luxury retail, or a related service management environment.

+ Strong people leadership skills with experience managing, coaching, and developing teams.

+ Demonstrated ability to manage workflow, meet deadlines, and uphold quality standards in a fast-paced environment.

+ Financial and operational acumen, including labor planning and performance reporting.

+ Excellent communication, problem-solving, and decision-making skills.

+ Commitment to inclusion, continuous improvement, and delivering an exceptional client experience.

+ 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

+ Strong business acumen with the ability to analyze trends and drive performance

**Job Identification** : 62454

**Job Category:** : Supply Chain & Logistics

**Assignment Category** : Regular Full-time

**Remote Positions** : No

**Professional Experience** : Minimum 5 Years

Equal Opportunity Employer