Assistant Manager – Product Services, Sales Alterations

Whippany, NJ, United States

• 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.

• 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.

• 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.

• 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.

• 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