Service Center Manager

ABOUT SHINOLA

At Shinola, we make beautiful, enduring, handcrafted goods that are built to be lived in, worn out, and well-loved. Our thoughtful craftsmanship, timeless design, and spirited stories inspire our customers to live well, with confidence & joy—in a style that is uniquely their own! Because we are a growing and evolving company, each employee is a key stakeholder, making decisions every day that directly impact our overall vision and direction. At Shinola, you’ll have the opportunity to make a significant contribution at the start of what we believe will become an iconic American brand.

ABOUT THE ROLE

The Service Center Manager is responsible for leading Shinola’s service and repair operations, with a primary focus on delivering exceptional repair quality, customer satisfaction, operational efficiency, and positive change.

This role oversees the people, processes, and systems required to manage the end-to-end service experience, from product intake and diagnosis through repair, quality inspection, and return to the customer. The Manager will develop a high-performing team, maintain operating standards, and drive continuous improvement across service workflows, productivity, quality, and turnaround times.

Working closely with Manufacturing, Supply Chain, Customer Service, Quality, and Finance, the Service Center Manager will strengthen the connection between service operations and the broader business ensuring the main Service Center and Retail service environments are operated to high standards. The ideal candidate combines strong people leadership and operational discipline with a commitment to craftsmanship, problem-solving, and the customer experience.

KEY RESPONSIBILITIES

1. Service Operations & Performance

Coach Service Center Supervisor to lead daily Service Center operations, managing end-to-end repair workflows, capacity, staffing, backlog, and turnaround times

Establish standardized processes and performance expectations to improve safety, efficiency, productivity, and service delivery

Monitor operational performance and implement improvements to increase throughput while maintaining quality

2. Quality & Technical Excellence

Ensure repairs meet Shinola's technical standards and quality expectations

Establish quality controls, monitor defects and repeat repairs

Partner with Manufacturing and Quality teams to identify product issues and improve repair processes and product reliability

3. Team Leadership & Development

Lead, coach, and develop Service Center team members, establishing clear expectations for performance, quality, productivity, and accountability

Build technical capabilities through training, cross-training, and ongoing development

Carries out evaluations and performance appraisals, thoroughly understands his/her staff performance and its gaps

Build technical capabilities through training, cross-training, and ongoing development while ensuring that the team understands their duties, delegated tasks and expected performance levels

4. Customer Experience & Service Excellence

Ensure timely, high-quality repairs that deliver exceptional customer experience

Establish and monitor service standards for turnaround time, repair quality, and customer satisfaction

Partner with Customer Experience and Retail teams to resolve escalations and improve the end-to-end service experience

5. Financial & Business Performance

Manage operating expenses, labor, repair costs, and resources against established budgets and financial targets

Identify opportunities to improve cost efficiency, reduce warranty and rework costs, and improve service profitability

6. Continuous Improvement & Cross-Functional Partnership

Maintain a Service Center scorecard and operating rhythm to drive visibility, accountability, and results

Use operational data and structured problem-solving to address recurring issues and improve performance

Collaborate with Manufacturing, Supply Chain, Quality, Customer Experience, Retail, and Finance to resolve issues and drive sustainable improvements

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

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

Note: This job description is not meant to be all-inclusive. Employee may be required to perform other duties to meet the ongoing needs of the organization.

Filson and Shinola are equal opportunity employers. We believe that every employee has the right to work in surroundings which are free from all forms of unlawful discrimination. It is our policy that all decisions involving any aspect of the employment relationship will be made without regard to race, color, sex, religion, age, national origin, marital status, sexual orientation, gender identity, the presence of any sensory, mental, or physical disability, veteran and military status, genetic information, political ideology or any other status or characteristic protected by local, state or federal law. Discrimination and/or harassment based on any of those factors are totally inconsistent with our philosophy of doing business and will not be tolerated.

With regard to applicants or employees with disabilities, the company offers what the law refers to as "reasonable accommodation" to enable a person to perform his or her job.