Job Description

We have many opportunities available on our other career site pages. Click here to link to our careers page!

Our banner is part of Signet Jewelers, a purpose-driven company who believes love inspires love and whose mission it is to enable all people to Celebrate Life and Express Love. Signet Jewelers is also a “Great Place to Work-Certified™” company. Innovation and brilliance – two things that set us apart. Join us!

The Repairs (HVO) Manager oversees all aspects of the High-Value Orders (HVO) and Repairs department, ensuring timely, accurate, and high‑quality completion of customer repairs, refurbishments, and special handling requests. This role is responsible for managing workflow, developing repair standards, coordinating cross‑department communication, and ensuring exceptional craftsmanship and customer satisfaction. The Repairs (HVO) Manager will lead a team of skilled technicians while driving operational efficiency, quality consistency, and continuous improvement across the repair lifecycle.

Key Responsibilities

• Lead and develop the Repairs/HVO team by providing training, coaching, and performance oversight.

• Manage daily scheduling, workload distribution, and staffing to meet turnaround expectations.
• Conduct skills assessments and ensure technicians follow best practices in craftsmanship and safety.
• Oversee all repair work, including resizing, stone tightening, prong repair, refinishing, soldering, and structural corrections.
• Ensure all completed repairs meet R2Net standards for durability, accuracy, and finishing quality.
• Review complex or high‑value repairs and provide technical guidance to technicians.
• Validate accuracy of stone replacement, metal integrity, structural reinforcement, and overall workmanship.
• Manage the full repair workflow from intake to completion, ensuring timely and accurate processing.
• Maintain repair protocols, documentation standards, and quality checkpoints.
• Identify recurring issues or defects and collaborate with Production, QC, and Design to address root causes.
• Optimize workflow to reduce bottlenecks, minimize rework, and improve throughput.
• Partner with Customer Service, Merchandising, and Logistics to ensure accurate repair assessments and timelines.
• Provide expert insights on feasibility, cost, and timelines for complex repair requests.
• Communicate repair outcomes, challenges, or escalations to internal stakeholders.
• Support product development by advising on durability, repairability, and long‑term wear considerations.
• Track and report repair metrics such as turnaround time, rework rates, defect trends, and capacity utilization.
• Implement continuous improvement initiatives to enhance efficiency and quality.
• Maintain inventory of repair materials, tools, and consumables.
• Ensure compliance with safety protocols and precious‑metal handling standards.

Don't forget, We have many opportunities available on our other career site pages. Click here to link to our careers page!