Jewelry Repair Operations Manager

Jewelry Service Operations Manager

Location: Louisville, KY (40223)
Schedule: Full-time | 5 days per week (One weekday off, Saturdays required)
Pay: $40/hour (Non-exempt, overtime eligible) + commission
Reports To: VP of Sales and Service

Recruiting Partner: Hidden Talent
Client: Davis Jewelers

About the Opportunity

Hidden Talent is partnering with Davis Jewelers to identify a Jewelry Service Operations Manager to lead and stabilize their jewelry service department.

This role will be responsible for traffic control, prioritization, and accountability. Candidates must be experienced in successfully leading service teams.

This is not a retail floor manager role. It is a hands-on operations leadership position focused on people, process, systems, and client experience in a high-volume luxury environment.

What You'll Do:

The Jewelry Service Operations Manager owns the end-to-end jewelry service workflow, leading both back-of-house operations and front-of-house coordination. You will manage people, schedules, service flow, system accuracy, and client communication while maintaining the highest standards of care for high-value and sentimental items.

You will have autonomy to lead day-to-day operations and will partner closely with the VP of Sales and Service through frequent check-ins and reporting.

Key ResponsibilitiesService Operations & Workflow Management

• Own the full jewelry service lifecycle from intake through completion
• Manage and prioritize a high volume of active service jobs
• Act as the “traffic controller” for the department, balancing urgency, complexity, and capacity
• Identify bottlenecks and rebalance workflow to improve turnaround times
• Ensure all service items are accurately accounted for at all times

Team Leadership & Scheduling

Lead a jewelry service team that includes: Bench Jewelers, Service Center Coordinators, Appraiser (Gemologist), and Laser Engravers

• Manage service schedules to align staffing with demand
• Provide daily leadership, direction, and accountability
• Support a team that is currently overloaded due to the absence of a dedicated leader

Client Communication & Quoting

• Provide jewelry repair estimates and pricing ranges at intake whenever possible
• Set and manage realistic client expectations around timelines
• Communicate delays or changes clearly and professionally
• Handle escalations independently, partnering with leadership only when necessary

Systems, Reporting & Accuracy (Edge)

• Own the accuracy and usefulness of Edge as it relates to jewelry service
• Ensure clear notes, proper SKU scans, and precise location tracking
• Maintain visibility into what is in-house, in progress, delayed, or completed
• Produce service reporting related to backlog, aging jobs, and department performance
• Report regularly to leadership with actionable insights

Leadership Presence

• Serve as a rotating key holder with open/close responsibilities
• Lead by example both behind the scenes and at the service counter
• Uphold high standards for organization, quality control, and professionalism

Ideal Background

• Experience managing jewelry service operations or repair workflows preferred
• Experience handling high-end, delicate, or high-value items strongly valued
• Proven ability to lead teams in high-volume, detail-driven environments
• Strong process orientation with excellent organizational skills
• Comfortable enforcing documentation standards and system accuracy
• Confident communicator with both clients and skilled technicians
• Jewelry repair experience is a plus but not required

Compensation & Schedule

• $40/hour, non-exempt with overtime eligibility
• Commission tied to service performance
• Full-time schedule, 5 days per week
• One weekday off, Saturdays required
• Rotating open/close responsibilities
• Perks include health benefits, PTO, and more

Why This Role

This position offers the opportunity serve others and make an impact. The right person will bring clarity, structure, and calm to a busy service department while helping Davis Jewelers continue delivering exceptional craftsmanship and client care.

How to Apply

This search is being led by Hidden Talent, the recruiting partner for Davis Jewelers. Qualified candidates are encouraged to apply directly through this posting. Selected applicants will be contacted by Hidden Talent for next steps.