Rolex Fifth Avenue Flagship Service Manager

New York City, NY - USA

Yearly Salary: $ 80000 - 100000

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

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 processesor the ability to develop strong working technical knowledgewith 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: $80000.00 - $100000.00 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.

Required Experience:

Manager

Job Title: Service Manager Reports to: Service Director Division: Retail Rolex FlagshipOVERVIEWThe 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 e...