Supervisor, Specialized Operations

Job Description

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.

• General Office Lead and coordinate the opening of the store: safe, controller, registers and distribution of reports.
• Supervise SOA team maintaining daily functions, including but not limited to morning cash entry, processing bank deposits, reconciling chargebacks, and counting register and petty cash.
• Act as escalation specialist in resolving customer issues, both internal and external Jewelry Operations.
• Follows and trains Jewelry Standards and Shipping Guidelines, makes recommendations to improve processes and maintains inventory accuracy.
• Receives, verifies, and ensures the proper booking of all jewelry in accordance with Company standards.
• Supervises the efficient processing of re-tickets, RTVs, Transfers, Advanced Shipping Notice (ASN) Shipments and price changes.
• Oversee the retrieval and processing of all merchandise to be returned/transferred to the vendor in accordance with Company standards.
• Ensure case counts are completed, all merchandise is entered into the case count system after receipt, and all discrepancies are reconciled.
• Maintain and audit the repair log, track all repairs sent to the vendor or local shop, and submit repair invoices.
• Receive and verify all merchandise for trunk shows, assist in show set‑up/take‑down, recap results, and manage the consignment merchandise life‑cycle.
• Ensure SOA team prepares and submits all special order requests.
• Process and oversee Jewelry fulfillment Returns Desk.
• Resolve customer issues, ensure team provides customer service to all clients returning product, oversee associate scheduling, maintain product organization, create, pack and manifest transfers, and galvanize a return transfer compliance of 95%+.
• Common Internal Audit readiness and adherence to Internal Audit standards, including but not limited to monitoring vault/safe contents to remain up‑to‑date (audit ready).
• Supporting the AGMO and corporate team with cross‑functional training of specialized operations team, assist in the implementation of policies and best practices, make recommendations to Management team.
• Proactively partner with AGMO and corporate team on weekly/monthly workload.
• Motivate team to meet results; make recommendations to Management for hiring, firing and promotion decisions.
• Assist managers and associates on the selling floor as necessary.
• Following up on reporting, outstanding invoices, and escalated issues to resolve.

• Ability to drive profitability through execution of SOA KPIs.
• Comfortable with real‑time coaching, working closely with Associates, Store Leadership and cross‑functional Corporate partners.
• Ability to work well in a fast‑paced, team‑oriented environment that requires a high degree of multi‑tasking with minimal supervision.
• Ability to work a flexible schedule as per business needs & adheres to Dependability standards.
• Demonstrates attention to detail and keeps personal workspace organized.
• Ability to influence team to follow store policies & procedures to help in decision‑making.
• Verbal and written communication skills; handles telephone and face‑to‑face interactions effectively and professionally.
• Maintains confidentiality when handling issues.
• Other store initiatives as assigned by management.
• Ability to lift cartons (up to 50 lbs), climb ladders, and handle racks and carts of merchandise.
• Must have strong computer skills, i.e. Google, MS Office, and adapt to changing technology.

Be part of a world‑class team; work with an adventurous spirit; think and act like an owner‑operator!

Exposure to rewarding career advancement opportunities, from retail to supply chain, to digital or corporate.

A culture that promotes a healthy, fulfilling work/life balance.

A benefits package for all eligible full‑time (including medical, vision and dental). An amazing discount.

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

* The above expected salary range may have some variability based upon factors including, but not limited to, a candidate’s overall experience, qualifications, and geographic location. If you are interested in the role, we encourage you to apply and, if selected to move forward in the interview process, you will have a chance to speak with our recruitment team regarding your specific salary expectations.