Job Title: Service Manager
Reports to: Service Director
Division: Retail, Rolex Flagship
OVERVIEW
The Service Manager oversees daily operations of the Service Department, leading both Advisors and technical staff to deliver an exceptional client experience. This role ensures service quality, workflow efficiency, and team performance while upholding luxury service standards. The Service Manager cultivates a highly coordinated environment between front-of-house and technical teams, driving clarity in communication, precision in execution, and client confidence throughout the service journey.
ESSENTIAL JOB RESPONSIBILITIES
Lead the Client Experience on the Service Floor- Ensure every client interaction reflects Rolex service standards, emphasizing professionalism, hospitality, and clarity of communication.
- Coach Service Advisors to deliver confident intake conversations, accurate expectation-setting, and luxury service throughout the repair journey.
- Support Advisors in handling escalations with diplomacy and sound judgment, ensuring client issues are resolved promptly and thoroughly.
- Maintain an elegant, organized, and welcoming service environment at all client-facing touchpoints.
Oversee Daily Technical & Front-of-House Operations- Directly manage the workflow between Service Advisors, Watch Technicians, and Watchmakers to ensure efficient intake, diagnostics, estimates, approvals, and completed-job delivery.
- Monitor service capacity and adjust work distribution to maintain pace and uphold Rolex technical standards.
- Ensure all QC procedures are consistently executed prior to client handover and that documentation is accurate and complete.
- Partner with the Service Director on protocol updates, workflow enhancements, and operational improvements.
Team Leadership, Coaching & Development- Provide daily guidance to Service Advisors, Watch Technicians, and Watchmakers to reinforce technical accuracy, communication quality, and luxury-level service behaviors.
- Deliver ongoing training, developmental feedback, and performance management aligned with departmental goals.
- Foster strong collaboration between technical and client-facing teams to create a unified service culture.
- Support recruiting, onboarding, and skills development in coordination with the Service Director.
Operational Excellence & Compliance- Ensure all intake, storage, security, and release procedures for client watches adhere strictly to Rolex and Bucherer requirements.
- Maintain accurate inventory oversight for tools, parts, and service-related materials; escalate replenishment needs as appropriate.
- Ensure all service documentation, system entries, and communication logs are accurate, timely, and compliant with operational standards.
- Monitor the service system and workflow dashboards to ensure throughput benchmarks are met and exceptions are addressed quickly.
- Communicate regularly with the Service Director and Store General Manager regarding operational performance, concerns, and opportunities.
Issue Resolution, Quality Assurance & Continuous Improvement- Proactively identify operational bottlenecks or recurrent issues across intake, diagnostics, workflow, or communications; partner with the Service Director to implement solutions.
- Review escalated service outcomes to ensure consistency with Rolex technical standards and client-experience expectations.
- Promote a culture of continuous refinement, accountability, and service excellence across the entire department.
QUALIFICATIONS
- Proven leadership experience in a luxury retail, service, or hospitality environment, with the ability to manage, coach, and develop a diverse technical and client-facing team.
- Strong communication and interpersonal skills, with the ability to create clarity, maintain professionalism under pressure, and foster a high-trust client experience.
- Solid understanding of watch service processes-or the ability to develop strong working technical knowledge-with a keen attention to detail and commitment to service excellence.
- Highly organized, operationally disciplined, and comfortable overseeing daily workflows, service systems, and team productivity.
- Collaborative, hands-on leader who supports the team and promotes a positive, solutions-oriented culture.
- Multilingual abilities or proficiency in a second language is a significant plus for engaging an international client base.
Compensation Expectation: $80,000.00 - $100,000.00 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.
