Operations Manager (Canada)

As the Operations Manager for the Canadian After Sales Service, you will be the driving force behind our service excellence. You will lead a dedicated team of technicians and administrative staff, overseeing all aspects of the watch repair cycle, from initial intake to final delivery. Your leadership and organizational skills will ensure efficient workflows, exceptional customer communication, and meticulous inventory management.Directly Oversees:Three Watch Repair TechniciansOne Administrative AssistantJob ResponsibilitiesMAIN RESPONSIBILITIES:Operational Leadership: Manage the daily operations of the After Sales Service, ensuring smooth workflows and adherence to brand standards. Repair Cycle Management: Oversee and participate in the entire watch repair cycle, from receiving and tracking incoming packages to managing outgoing deliveries (FedEx, UPS, etc.) using our Pro Concept system. Data Entry & System Management: Accurately record all repair data, including customer information, watch details, and repair requirements, into the Pro Concept system. Estimate Generation: Generate accurate and timely repair estimates for both quartz and mechanical watches:Personally examine quartz watches, test power consumption and operating functions, and utilize Pro Concept to identify necessary repairs and parts. Collaborate with mechanical watchmakers to generate estimates for mechanical watch repairs. Customer Communication: Communicate repair estimates to clients promptly and professionally, ensuring customer satisfaction. Team Management & Coordination: Assign watch repairs to the team, pick and allocate required parts, and closely monitor repair output and quality control. Customer Care Liaison: Participate in regular phone calls with the After Sales Service customer care center to provide updates on pending repairs and address customer inquiries. Invoicing: Generate accurate invoices for customers upon completion of repairs. Inventory Management: Maintain accurate spare parts inventory through periodic cycle counts and reconciliations, and proactively order parts from Switzerland as needed. ProfileQUALIFICATIONS: Self-motivated and able to work independently with minimal supervision. Excellent organizational and time-management skills with the ability to prioritize and manage multiple projects simultaneously. Strong attention to detail and a commitment to follow-through. Exceptional customer service and interpersonal skills. Proven ability to collaborate effectively with a team. Excellent oral and written communication skills. Entrepreneurial spirit with a hands-on approach. Proficient in MS Office Suite (Word, Excel). Demonstrated ability to learn new software programs quickly. Strong understanding of technical products (or aptitude to learn). Bachelor's degree preferred. Retail jewelry store management experience preferred; OR at least 3-4 years of relevant office management experience in a production-driven environment Employee benefits: At our Maison, we offer a generous and comprehensive benefits package including medical insurance, bonus or commission structure, paid time off, retail holiday pay, 401k, automatic employee contribution, employee assistance programs and more. Equal Employment Opportunity Our Company values diversity and provides equal employment opportunities to all employees and applicants without regard to race, color, religion, religious creed, national origin, ancestry, citizenship, sex, gender (including gender identity and expression), pregnancy, age, sexual orientation, physical or mental disability, medical condition, genetic information, sexual orientation, marital status, familial status, veteran status, or any other legally protected status under applicable federal, state or local laws. This policy applies to all terms and conditions of employment, including but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, and to perform crucial job functions.