Position Overview
SwissWatchExpo is the nation’s leading retailer of pre-owned luxury watches. We are a high-velocity e-commerce powerhouse dealing in high-value inventory. We are not looking for a "brand ambassador"—we are looking for a tactician.
We need the Director of Operations to run our "engine room." You will be the backbone of the company, ensuring that while our Sales team sells and our Watchmakers repair, the machinery of the business—logistics, security, facilities, and inventory—runs with zero friction and zero errors. If you are a tough, hands-on leader who obsesses over efficiency, hates waste, and demands excellence, this is your arena.
The Mission
Your mandate is simple: Operational Perfection. You will oversee the physical movement of goods, the security of our assets, the maintenance of our facility, and the discipline of our operations staff. You are the "fixer" who ensures nothing slips through the cracks. You will ensure we are appropriately always staffed on the Operations team, including all recruiting efforts related to that.
Key Responsibilities
- Zero-Error Inventory Management: Oversee the intake, tracking, and posting of thousands of high-value SKUs. Accuracy must be absolute. Learn AI tools to minimize posting of inventory errors.
- Fulfillment Speed: Manage the posting and shipping process to ensure inventory is live on the site immediately when ready and ships to customers instantly.
- Supply Chain: Manage relationships with vendors to ensure we have necessary supplies without delays.
- Recruit & Train: Build a disciplined operations team. You are responsible for hiring, training, and scheduling.
- Strategic Micromanagement: We do not believe in "hands-off" management until standards are proven. You must be willing to micromanage processes intensively—inspecting every detail—until you are 100% confident the team can execute to your standard without supervision.
- Culture of Excellence: Lead by example. We need a hands-on manager who is on the floor, not in an office. You will set a standard where "good enough" is not acceptable.
- Kaizen Process Improvement. Document our current standard processes and then relentlessly improve them.
- Tech-Driven Efficiency: Implement systems to improve our processes and performance metrics. An example where we need process improvement is tracking our watch parts.
- Create New Processes: Identify and address areas that require process discipline. An example would be to create a seamless "digital paper trail" for every watch service (intake, repair, parts used) that requires minimal manual input from our watchmakers, allowing them to focus on the bench, not data entry.
- Asset Protection: Oversee all security protocols, including the management of our onsite police detail.
- Facilities: Manage the physical building entirely. From HVAC to vault security, you ensure the facility is pristine and fully operational 24/7.
The Ideal Candidate
- Six Sigma / Lean Mindset: You possess the skills of a Six Sigma Black Belt. You know how to use DMAIC (Define, Measure, Analyze, Improve, Control) to solve root problems, not just treat symptoms.
- Tech-Savvy: You leverage the latest technology (WMS, ERP, Automation) to replace manual drudgery. You are comfortable analyzing data to find bottlenecks.
- Tough & Hands-On: You are a presence on the floor. You hold people accountable and can navigate high-pressure situations with a cool head.
- Experience: 7–10+ years in Operations Leadership, preferably in high-volume e-commerce or high-value goods.
Compensation & Benefits
- Competitive Salary: Base salary will be $100,000 - $140,000 based on experience, with annual performance bonus opportunity.
- Health: Comprehensive health, dental, and vision coverage.
- Benefits: Free lunch everyday.
Qualifications
- Strong background in Operations Management and proven ability to streamline processes and enhance business efficiency
- Exceptional Analytical Skills with a focus on data-driven decision-making and performance optimization
- Experience in Team Management, with excellent leadership and organizational skills to supervise and motivate teams effectively
- Commitment to high-quality Customer Service, ensuring a flawless experience while enhancing customer loyalty
- Excellent communication and problem-solving skills
- Bachelor’s degree in Business Administration, Operations Management, or a related field; advanced degree preferred
- Experience in luxury retail, e-commerce, or related industries is a plus
