Description

Position Summary
Our client, a well-established fine jewelry organization, is seeking an experienced Operations Manager to oversee and strengthen their day-to-day operational infrastructure. This role is critical to bringing structure, clarity, and accountability to a fast-paced, high-volume environment supporting jewelry wholesale, cruise, independent retail, e-commerce, and international business channels.

The Operations Manager will provide leadership across shipping and logistics, customer service, administrative operations, and coordination with an offshore support team. While this role includes people leadership and process ownership, it is not a purely strategic position. The ideal candidate is comfortable rolling up their sleeves and stepping into hands-on operational work when needed to ensure accuracy, continuity, and timely execution.

Key Responsibilities:

Operational Leadership

• Oversee daily operational functions including shipping and logistics, customer service workflows, returns and repairs coordination, administrative support, and offshore operational support.
• Establish structure through SOPs, documentation, checklists, and clearly defined roles and responsibilities.
• Implement and monitor operational metrics such as on-time shipping, inventory and reconciliation accuracy, service
  

Team Management

• Directly manage operational team members including shipping and logistics, customer service, administrative support, and offshore team coordination.
• Provide coaching, performance feedback, workload prioritization, and accountability.
• Serve as the escalation point for operational issues requiring leadership judgment or cross-functional alignment.

Hands-On Operational Support

• Step in as needed to support high-volume or time-sensitive tasks including shipping, receiving, tagging, documentation updates, customer service follow-up, and administrative workflows.
• Provide coverage during peak periods, absences, or urgent situations to maintain service levels and prevent bottlenecks.
• Troubleshoot operational issues by directly engaging with systems, processes, and day-to-day workstreams.

Shipping, Receiving & Inventory Oversight

• Provide oversight and accountability for all domestic and international shipments across cruise, retail, marketing, and e-commerce channels.
• Ensure accurate execution of inventory pulls, tagging, replenishments, receiving, and reconciliation activities.
• Monitor reconciliation cycles, particularly for consignment-based business, ensuring accuracy and timely reporting.

Customer Service & Order Resolution

• Oversee customer service workflows including returns, repairs, certificates, escalations, and order status updates.
• Implement consistent tracking systems, templates, and quality controls for customer communications.
• Partner with shipping, merchandising, and production teams to resolve issues at the root cause level.

Process Improvement & Systems Development

• Develop, refine, and maintain SOPs across operations, shipping, receiving, inventory, customer service, and administrative workflows.
• Identify inefficiencies and implement solutions that reduce errors, delays, and rework.
• Introduce structure where documentation does not exist, creating predictability and accountability.

Cross-Functional Collaboration

• Partner with Product and Merchandising leadership on inventory planning, production timelines, and availability.
• Collaborate with Marketing on promotional shipments, events, and delivery of marketing assets.
• Work closely with Sales and E-commerce teams to align on order status, customer commitments, and inventory coordination.

Candidate Profile

• Strong operational leader with the ability to bring order and structure to complex environments.
• Effective people manager who sets clear expectations and drives performance.
• Highly organized, analytical, and execution-focused.
• Comfortable balancing leadership responsibilities with hands-on operational work.
• Confident implementing systems, documentation, and processes from the ground up.
• Clear, professional communicator able to work cross-functionally.

Qualifications:

• Minimum of 5 years of operations management, logistics, or related experience, including at least 3 years in a supervisory or management capacity.
• Experience in jewelry, luxury goods, or similarly detail-driven industries strongly preferred.
• Proven track record of building SOPs, workflows, and accountability structures.
• Strong Excel skills and ability to quickly learn proprietary systems.
• Bachelor's degree in business, operations, supply chain, or a related field preferred.

Benefits & Perks

• Paid time off including vacation, holidays, and sick time
• Monthly healthcare stipend (up to $500 per month after 90 days)
• Opportunity to build and scale operational infrastructure with meaningful impact
• Collaborative environment with close leadership interaction

Why This Role
This is a high-impact opportunity for an operations leader who wants to build and stabalize the operational foundation of a growing business. Our client is at a pivotal stage where structure, documentation, and clear accountability are essential to support continued growth across multiple sales channels.

In this role, you will not inherit a fully built system. You will create it, refine it, and lead its execution. You will have direct visibility with leadership, the ability to influence how work gets done day to day, and implement processes that improve accuracy, efficiency, and team performance.

This role is ideal for someone who enjoys being both strategic and hands-on, thrives in fast-moving environments, and takes pride in bringing order to complexity. If you are energized by solving operational challenges, mentoring teams, and seeing the direct impact of your work on business performance, this role offers meaningful responsibility and long-term growth potential.

This role requires U.S. work authorization, as it is based in the United States. Please be advised that sponsorship for employment visas is not available through CAZA Collective or our clients.

The CAZA Collective is proud to represent leading organizations across various industries. We celebrate diversity and are committed to fostering an inclusive and equitable hiring process.