Operations & Repairs Manager – Jewelry

A respected jewelry/accessories brand based in San Francisco is seeking an Operations & Repairs Manager to join their team! This position plays a key role in overseeing jewelry repairs while supporting day-to-day operational and administrative functions.

The ideal candidate has hands‑on jewelry repairs experience (e.g., from a fine jewelry retailer, repair center, or authenticated resale business), combined with strong computer proficiency and familiarity with wholesale operations. This role requires exceptional attention to detail, a passion for luxury retail, and a willingness to roll up your sleeves to get the job done.

• Oversee the end‑to‑end repair process for all jewelry items, from intake to final delivery.
• Assess each item on arrival to determine required repair work, documenting condition and service needs.
• Accurately process all associated paperwork and digitally log repair details; photograph each repair item for records.
• Serve as the primary point of contact for all repair‑related customer service, including inquiries, status updates, and expectations on turnaround times.
• Issue and track return authorization (RA) numbers and confirm repair estimates with retail partners and customers.
• Manage and nurture relationships with local repair jewelers and counterparts at the brand’s headquarters in Italy.
• Perform quality control inspections on all completed repairs to ensure adherence to brand standards before returning items.
• Maintain accurate and up‑to‑date records of repairs, timelines, costs, and customer communications.
• Troubleshoot complex or unusual repair challenges and elevate appropriately when additional expertise or approvals are needed.

• Answer, screen, and direct incoming calls and general inquiries in a professional and timely manner.
• Process all incoming returns (consignment and asset), ensuring meticulous verification of items, documentation, and condition.
• Identify and troubleshoot discrepancies in product, paperwork, or systems; elevate issues to management when necessary.
• Support inventory‑related processes as needed, including data entry, reconciliations, and system updates.
• Provide ad hoc administrative and operational support to the Customer Service and Operations teams.

• Proven experience in jewelry repairs or back‑of‑house jewelry operations (fine jewelry, luxury retail, or authenticated resale strongly preferred).
• Strong working knowledge of jewelry repair processes, common techniques, materials (precious metals and stones), and quality standards.
• Computer proficient; comfortable with email, spreadsheets, and database or inventory systems (experience with inventory management platforms preferred).
• Excellent listening skills and clear written and verbal communication abilities.
• Exceptional attention to detail and a strong commitment to quality and accuracy.
• Ability to work independently, prioritize tasks, and manage multiple repairs and projects simultaneously.
• Collaborative mindset with the ability to take direction and work cohesively within a small, dynamic team.
• Outstanding customer service skills, with a professional, calm, and solutions‑focused approach.
• Gemological training or certification (e.g., GIA) preferred but not required.
• Experience in a wholesale or multi‑channel retail environment is a plus.