Job Description

Location: New York,New York,United States

Job Title: Service Director

Reports to: Store General Manager

Division: Retail, Rolex Flagship

The Service Director leads the store’s service organization, including Service Managers, Watchmakers, Service Advisors, and Watch Technicians, to deliver exceptional, seamless, and efficient experience for every client. This role ensures that service operations consistently support and elevate the sales environment, maintaining the highest standards of technical quality, communication, and hospitality. The Service Director partners closely with the Store General Manager and aligns with corporate Service leadership to ensure smooth coordination with the Service Center.The Director shapes processes, builds technical and client-service capability, and maintains a culture of excellence.

ESSENTIAL JOB RESPONSIBILITIES

Strategic Leadership of the Service Experience

• Shape and uphold the service vision, ensuring every client interaction, from intake to completion, reflects Rolex expectations for craftsmanship, hospitality, and clarity.
• Serve as the senior leader of the service environment, ensuring the team consistently elevates the client journey.
• Partner with the Store General Manager and executive peers to align service operations with broader store goals, client-experience strategies, and corporate priorities.
• Collaborate with all members of store leadership and peers regarding store and service processes and drive workflow optimization.

Executive Oversight of Daily Operations

• Oversee the full-service ecosystem, directing workflow across Advisors, Watchmaker, and Technicians to ensure timely intake, accurate diagnostics, efficient throughput, and flawless delivery.
• Ensure service capacity, scheduling, workflow pacing, and quality control meet flagship standards while supporting front-of-house sales and client-retention objectives.
• Monitor key operational metrics; including turnaround time, estimate conversion, workflow balance, and quality assurance.Take corrective actions proactively.

Leadership, Talent Development & Culture

• Lead, coach, and inspire a service team of 20+ professionals, developing future leaders and ensuring Advisors and technical teams operate with unity, pride, and precision.
• Set performance expectations, provide structured coaching, and partner with HR on ongoing training, development plans, and formal performance management.
• Steward a culture that blends Rolex service values, technical excellence, and luxury retail hospitality.

Operational Systems & Standards

• Uphold the highest standards of service accuracy, documentation integrity, and secure handling of client timepieces, ensuring all workflows align with brand expectations and store operating protocols.
• Maintain oversight of tools, parts, and consumables with a focus on readiness, accountability, and operational transparency across the technical and client-facing teams.
• Serve as the senior point of escalation for complex operational, technical, or client challenges—guiding teams toward solutions that protect the client experience and reinforce the store’s reputation for excellence.

Cross-Functional Partnership & Corporate Alignment

• Serve as the primary service liaison to Retail Management and Corporate Service Support ensuring strategic alignment with the Store Operations.
• Coordinate with the corporate service center on volume planning, service mix, and high-priority client cases.
• Regularly partner with Rolex brand representatives relating to service topics and workflows.

Continuous Improvement & Innovation

• Identify opportunities to improve workflow efficiency, communication practices, client handoff processes, and technical accuracy.
• Lead initiatives that modernize service operations, elevate client satisfaction, and enhance collaboration between the front-of-house and technical teams.
• Drive a mindset of ongoing refinement, feedback, and excellence across the entire department.

QUALIFICATIONS

• Proven leadership experience in luxury retail, service, or hospitality, with the ability to manage, coach, and develop both technical and client-facing teams.
• Exceptional communication and interpersonal skills, demonstrating clarity, professionalism under pressure, and the ability to build trust with clients, colleagues, and executives.
• Strong operational and technical acumen, including understanding of (or ability to quickly learn) watch service workflows, quality standards, and service-center coordination.
• Highly organized and execution-focused, with the ability to oversee complex daily workflows, maintain accuracy in documentation, and ensure consistent service excellence.
• Collaborative, hands-on leadership style, fostering a positive, solutions-driven culture while supporting continuous improvement and team development.
• Multilingual abilities or proficiency in an additional language is a significant plus for engaging an international clientele.

Compensation Expectation: $120,000.00 - $150,000.00 per year, commensurate upon experience.

We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, gender, veteran status, genetic information or any other characteristic protected by applicable federal, state or local laws.

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