Operations Manager, Fine Jewelry & Watches

The Manager of Fine Jewelry and Watch Production at The RealReal will oversee inbound operations from authentication through pricing and cataloging, while ensuring quality, productivity and our consignor service level agreements. You will be deeply-rooted in all authentication center functions. The Manager is expected to adapt to departmental business needs while maintaining a focus on team performance, achieving KPIs, and team development. You will manage a high-growth department; training, motivating and inspiring a team of Fine Jewelry and Watch Specialists. This role will report to the Associate Director of Operations - Specialist Categories.

What You Get To Do Every Day

• Hire and train top talent and manage the necessary staffing levels to support workflow and growth; foster an internal and external pipeline
• Create an environment that ensures a high level of employee engagement and accountability; set clear expectations; motivate, develop and coach team; manage performance and review cycle
• Partner with Jewelry Authentication and Gemology to develop talent, maximize team potential and create a more flexible workforce through cross-training
• Maintain administrative duties, i.e. payroll processing, attendance tracking, new hire onboarding
• Establish goals that align with and promote Company quality and Consignor and Customer expectations and hold the team accountable. Aim to meet or exceed Consignor and Customer expectations by providing outstanding service
• Set targets and metrics, monitor and report on daily performance to ensure quality and productivity goals are achieved and the smooth resolution of exceptions; anticipate and manage pipeline and product flow accordingly
• Provide solutions in response to obstacles and identify opportunities for efficiencies
  Champion the implementation of new process and progress by removing roadblocks and providing the appropriate level of support to maximize opportunities, setting optimal targets, methods and metrics
• Conduct both formal and informal feedback conversations to support development of the Team.
• Maintain a high level of engagement through coaching and motivating the team on a daily basis.
• Work closely with the Expert team and Training Team to address development opportunities within the team.
• Ensure ramp up goals are met weekly for new hires and authenticators being cross trained.
• Help hold the team accountable to policy and procedure such as time and attendance.
• Communicate company initiatives and critical messages to the Authentication team.
• Responsible for driving team KPI’s and team engagement while running the floor.
• Empower others and delegate when able to promote individual growth.
• Build and maintain effective interdepartmental relationships.
• Ensure support functions are adhering to department needs daily.
• Work closely with the management team to drive business strategies that will improve production and department results.
• Manages daily operational tasks according to brand standards.
• Acts as a brand ambassador and advocate for TheRealReal.

What You Bring To The Role

Minimum Requirements:

• 5+ years management experience; production environment or e-commerce experience preferred
• Bachelor’s degree from an accredited college or university preferred; concentration in management and/or business preferred
• Solid analytical skills
• Knowledge of business or warehouse software
• Proven problem solving skills with a strong commitment to action
• The capability to handle ambiguity and be flexible to changing needs and priorities
• The ability to prioritize multiple time-sensitive tasks and/or escalate issues
• Demonstrated ability to self start and manage people with organizational effectiveness to maximize productivity, locally and remotely
• Passion for creating a high caliber team with dedication to operational excellence and providing outstanding customer service
• Work effectively and collaboratively in teams to meet shared goals and deadlines, and foster cross-functional partnerships
• Attention to detail, strong organizational and communication skills, geared towards large groups
• Project management experience preferred

Compensation | Benefits | Perks

• Employee Stock Purchase Plan (purchase stock at discounted rates)
• 401K (with company matching up to $1000)
• Medical, Dental & Vision Insurance
• Paid parental leave
• Unlimited Discretionary Time Off (DTO) & 10 Paid Holidays

The expected salary range for this role is $73,440.00 - $116,280.00. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

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