About the Role Jacques Marie Mage is seeking a Global After-Sales Director to develop and lead our global approach to product care, repair, warranty, and after-sales service.
Based in Los Angeles, this role will work closely with Customer Service, Product, Supply Chain, our regional teams, and our manufacturing partners in Japan to ensure that after-sales cases are handled with the level of precision, care, and attention expected of JMM.
The ideal candidate combines strong operational skills with a genuine interest in product, craftsmanship, and client experience. This is a hands-on role for someone who enjoys building processes, solving complex problems, and working across teams and regions.
Responsibilities - Develop and implement JMM's global after-sales processes and standards across the Americas, Europe, and Asia.
- Own operational resolution of warranty, repair, replacement, and complex product-related cases.
- Establish clear guidelines for repairability, warranty assessment, replacement, and escalation.
- Work closely with Product and manufacturing partners (in-house or third parties) in Japan on technical diagnosis and complex repairs.
- Develop a deep understanding of JMM products, materials, construction, components, and repair techniques.
- Build and maintain technical after-sales documentation for current and archival products.
- Develop and manage a global spare-parts strategy in coordination with Product, Production, Supply Chain, and regional warehouses.
- Identify recurring product issues and provide structured feedback to Product, Quality, and Production.
- Coordinate after-sales activities across Los Angeles, Europe, and Japan and develop regional repair capabilities.
- Establish and monitor key after-sales KPIs, including case volume, turnaround time, warranty cost, repair versus replacement, and recurring defects.
- Manage complex and exceptional cases when required.
- Continuously identify opportunities to improve product care, operational efficiency, and the overall JMM client experience.
Key Requirements: - 7/10 years of experience in after-sales, product service, repair operations, luxury operations, quality, customer operations, or a related field.
- Experience working with high-quality physical products where repair, warranty, parts, or technical assessment are important.
- Strong organizational, analytical, and problem-solving skills.
- Excellent attention to detail with a hands-on and solutions-oriented approach.
- Ability to build processes and operate effectively in a fast-paced, evolving environment.
- Strong cross-functional communication and project management skills.
- Experience working with international teams and partners.
- Genuine interest in craftsmanship, materials, manufacturing, and product quality.
- Ability to travel internationally, particularly to Japan and Europe.
- Experience in luxury eyewear is a plus but not required. Japanese language skills are a plus but not required.
