Operations Manager

At Diamonds Direct, we pride ourselves on finding talent with a certain set of characteristics, or what we call, RHINO’s. These are individuals with an unmatched work ethic, and are determined to do whatever it takes plus some. They are passionate about what they do and who they do it for, and always take ownership of their work by consistently charging forward.

Most importantly, RHINO’s exhibit humility, as in order for the business to succeed here, it takes EVERYONE!

The Operations Manager is a key member of the store leadership team, responsible for overseeing all operational aspects of the business to ensure operational excellence, compliance, and an exceptional customer and team member experience. This role leads an average team of 2–4 operations-focused team members and owns critical store functions including inventory control, audits, shipping and receiving, order and repair execution, warranties, front office operations, and administrative processes.

The Operations Manager partners closely with the General Manager and Store Manager to support sales execution, operational readiness, and overall store performance, while maintaining primary accountability for operational accuracy, risk mitigation, and process discipline.

This role is intentionally designed to provide leadership flexibility, enabling the Operations Manager to step in and support Store and General Managers during absences, ensuring continuity of leadership, operational stability, and consistent execution across the business.

• Oversee all store operations including inventory management, shipping and receiving, audits, warranties, repairs, front office support, and administrative functions.
• Ensure adherence to company policies, SOPs, financial controls, and asset protection standards.
• Maintain accurate operational records (receiving logs, inventory adjustments, repair documentation, warranty files, and exception notes) to support reporting and audit readiness.
• Identify operational risks, control gaps, and process inefficiencies; partner with the General Manager and Central partners to implement corrective actions and continuous improvements.
• Lead operational planning to support sales initiatives, promotions, and company programs, ensuring staffing alignment and execution readiness.

• Own day‑to‑day execution of order, repair, and fulfillment workflows
  , ensuring accuracy, timeliness, and compliance with service standards, documentation requirements, and operational controls that directly support profitable repair and service execution.
• Execute and oversee BOPIS/BOSS online fulfillment, including order validation, item picking, secure staging, customer notification support, handoff, and exception resolution.
• Manage repair workflows end‑to‑end (intake through completion), including documentation, tagging, chain‑of‑custody controls, status tracking, internal and external partner coordination, and customer‑ready handoff.
• Perform quality control checks and validate merchandise, orders, and repairs against supporting documentation.
• Monitor open orders and repair queues, prioritize work against SLAs and customer commitments, and elevate risks or aging items as needed.
• Manages the store’s repair revenue center.

• Plan and execute physical inventories, audits, and cycle counts, including preparation, count execution, reconciliation, variance investigation, and documentation.
• Maintain daily inventory controls, investigate discrepancies, and drive timely resolution to protect high‑value assets and reduce shrink.
• Manage warranty workflows end‑to‑end, ensuring accurate documentation, system updates, shipping/receiving controls, and closure.
• Ensure accurate memo receiving and documentation in coordination with Central Operations.
• Partner with store leadership on asset protection routines and immediately surface potential risks, losses, or control failures.

• Serve as an ambassador of the brand, reinforcing service behaviors, hospitality standards, and brand presentation…