Operations Manager

About the Role

Own end-to-end operations for Evol Jewels: order intake → production coordination (made-to-order/custom) + ready-to-ship dispatch → secure delivery → returns/exchange/repairs → inventory + process controls. This includes “try-at-home” logistics and controls.

Key Responsibilities

• Run order processing across channels (website/admin, assisted sales/appointments, customer support handoffs): validate SKU/specs, ring size, metal/stone details, engraving/personalisation notes, address/recipient details, payment confirmation, and promised timelines.
• Classify orders correctly: ready-to-ship vs made-to-order ; manage dispatch timelines accordingly.
• Maintain clean order documentation required for fulfilment/returns (invoice, product certificate, insurance docs where applicable).
• Convert confirmed orders into internal job cards; track WIP stage-by-stage (CAD/design → casting → setting → polishing → final QC → packing).
• Own production schedules and daily follow-ups to prevent slippage; escalate delays early to sales/CX. (Industry-standard cross-functional ops expectation.)
• For customised pieces: ensure design approvals (3D rendering approval) are captured before production starts; control change requests and rework loops.
• Manage jewellery vendors/workshops end-to-end: onboarding, capability checks, sampling, pricing/lead times, daily communication, issue resolution, and performance scorecards.
• Negotiate operational levers (rates, wastage norms, lead times, rework terms) with a cost + quality lens.
• Build and run a QC program: incoming checks (stones/components), in-process checks (setting/finish), and final QC before dispatch.
• Track defect/rework categories; perform root-cause analysis and implement preventive actions with vendors.
• Ensure return/refund eligibility checks are aligned to Evol’s documented policy and QA confirmation steps.
• Own inventory for: ready-to-ship pieces, components (stones, mountings), packaging, and try-at-home/sample sets.
• Run cycle counts, reconciliation, and shrinkage controls (logbooks, access control, audit trails). Secure handling is an explicit expectation in high jewellery operations.
• Pack and dispatch with tamper checks, correct documentation, and shipment tracking; resolve courier exceptions and delays.
• Support secure delivery workflows where recipient verification is required (name/ID verification rules are explicitly stated in Evol’s shipping terms).
• Own reverse logistics: initiate return pickups and ensure required packaging + documents are collected (return packaging kit, invoices/certificates) and QA is completed before refunds.
• Execute try-at-home end-to-end: selection prep (up to allowed quantity), dispatch, tracking, collection, intake QC, cleaning/sanitisation process, and put-back into sample inventory.
• Manage try-at-home risk controls (credit card on file/security, loss/damage handling).
• Coordinate returns/exchanges/buyback workflows as per policy category; ensure documentation checks and QA gates are followed.
• Own repairs/resizing/alterations workflow (intake → diagnosis → vendor allocation → QC → redelivery). After-sales oversight is a common expectation in jewellery ops.
• Build weekly ops dashboard: order volume, on-time dispatch, production TAT (made-to-order), rework rate, inventory accuracy, try-at-home cycle time/loss, returns turnaround time.
• Document SOPs and improve workflows (automation where possible) to reduce lead time and errors—this is a core expectation in mature operations roles.

Requirements

• 2–4 years in operations for jewellery / luxury goods / premium D2C , with hands-on exposure to production coordination, QC, inventory, and fulfilment. (Comparable roles commonly ask 3+ years for coordinator-level and ~5+ years for manager-level.)
• Proven leadership experience managing multi-location retail teams.
• Strong understanding of sales analytics, inventory management, and operational workflows.
• Track record of implementing SOPs and improving operational efficiency.
• Excellent people management skills with the ability to inspire, mentor, and develop teams.
• Strong problem-solving skills, with a solutions-oriented mindset and attention to detail.
• Comfortable working in fast-paced, high-growth environments.

What You’ll Gain

• Opportunity to lead sales and operations for a fast-growing, design-first jewellery brand.
• Cross-functional exposure across product, marketing, and retail experience design.
• Competitive compensation with performance-linked incentives.
• Access to industry learning, leadership training, and growth pathways.

Why Join Evol

At Evol, sales are more than transactions. Operations are more than processes. Together, they create the seamless experiences that define our brand. Here, your ability to lead with precision and vision will directly shape how Evol evolves.