Service Center Manager

The role

The Service Center Manager leads service and repair operations. This person oversees people, processes, and systems to manage the end-to-end service experience from product intake to customer return.

What you will do

• Coach Service Center Supervisor to lead daily operations and repair workflows
• Establish standardized processes to improve safety, efficiency, and productivity
• Monitor operational performance and implement improvements
• Ensure repairs meet technical standards and quality expectations
• Establish quality controls and monitor defects
• Lead, coach, and develop Service Center team members
• Carry out evaluations and performance appraisals
• Ensure timely, high-quality repairs for customer experience
• Manage operating expenses, labor, and repair costs against budgets
• Collaborate with Manufacturing, Supply Chain, Quality, Customer Experience, Retail, and Finance

Required qualifications

• High School Diploma
• Training and/or experience in watch repair, horology, jewelry repair, luxury goods, consumer product repair, or another precision-service environment
• 3+ years of supervisory/leadership experience in a service or production environment
• Experience using operational data to improve turnaround time, labor productivity, repair quality, and customer satisfaction
• Experience with service management, ERP/CRM, inventory management, or repair-tracking systems
• Coaching and training in a technical capacity

Nice to have

• Lean, Six Sigma, or other continuous-improvement training or certification

About the company

Shinola makes handcrafted goods designed to be lived in, worn out, and well-loved. Each employee is a key stakeholder making decisions that impact the company's vision and direction.