Supervisor, Specialized Operations

Supervisor, Specialized Operations

Under the leadership of the Assistant General Manager, Operations (AGMO), the Specialized Operations Associate Supervisor is responsible for leading, training, and supervising the daily operations of the General Office, Jewelry Department, and the Returns Desk (select locations), including tracking and maintaining financial reporting.

• Lead the opening of the store: safe, controller, registers, and distribution of reports.
• Supervise the SOA team in daily functions such as morning cash entry, bank deposits, chargeback reconciliation, and register/petty cash counts.
• Act as escalation specialist resolving customer issues internally and externally.
• Train and enforce Jewelry Standards and Shipping Guidelines; recommend process improvements and maintain inventory accuracy.
• Receive, verify, and properly book all jewelry.
• Supervise efficient processing of re‑tickets, RTVs, transfers, ASN shipments, and price changes.
• Oversee retrieval and processing of merchandise returned or transferred to vendors.
• Ensure case counts are completed and all merchandise is entered into the case count system; reconcile discrepancies.
• Maintain and audit the repair log, track repairs sent to vendors or shops, and submit repair invoices.
• Receive and verify merchandise for trunk shows; assist in set‑up, take‑down, recap results, and manage consignment life‑cycle.
• Ensure the SOA team prepares and submits all special order requests.
• Resolve customer issues at the Returns Desk; ensure high customer service standards, oversee associate scheduling, maintain product organization, pack and manifest transfers, and achieve return‑transfer compliance of 95%+.
• Maintain readiness for internal audits, monitoring vault/safe contents to remain audit‑ready.
• Support the AGMO and corporate team with cross‑functional training, policy implementation, and best‑practice recommendations.
• Partner with AGMO and corporate team on weekly/monthly workload; motivate the team to meet results.
• Provide recommendations to Management for hiring, firing, and promotion decisions.
• Assist managers and associates on the selling floor as needed.
• Follow up on reporting, outstanding invoices, and escalated issues to resolve.

• Drive profitability through execution of SOA KPIs.
• Comfortable with real‑time coaching and working closely with associates, store leadership, and corporate partners.
• Excel in a fast‑paced, team‑oriented environment requiring multitasking with minimal supervision.
• Work a flexible schedule per business needs and adhere to dependability standards.
• Demonstrate attention to detail and maintain an organized workspace.
• Influence team to follow store policies and procedures; help in decision‑making.
• Strong verbal and written communication skills; handle telephone and face‑to‑face interactions professionally.
• Maintain confidentiality when handling issues.
• Perform other store initiatives as assigned by management.
• Lift cartons up to 50 lbs, climb ladders, and handle racks and carts of merchandise.
• Strong computer skills (Google, MS Office) and adaptability to changing technology.

• Salary range: $87,500.00 – $

• World‑class team experience and career advancement opportunities across retail, supply chain, digital, and corporate functions.

• Healthy work/life balance culture.

• Benefits package for all eligible full‑time employees, including medical, vision, and dental insurance.

• Exceptional employee discount.

is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.