Jewelry Operations Team Lead

About the role We are looking for an experienced JOC Lead to oversee and lead our JOC team. You will own the standards, workflow, and performance of the back-office operation, making sure every order moves smoothly from client handoff through to delivery, while developing the team to deliver consistently.

What you'll do

• Lead, supervise, and develop the JOC team, setting clear standards and daily priorities.
• Own the backend workflow end to end, from client handoff through design, production, and delivery.
• Set and monitor service standards and KPIs, and hold the team accountable to them.
• Coach tea ---------- mbers, run performance reviews, and support training and onboarding.
• Catch issues and bottlenecks early and resolve escalations before they reach the client.
• Coordinate closely with Client Advisors, design (3D/CAD), and production teams.
• Track team performance and report on progress, risks, and improvements.
• Identify and drive process improvements that make the operation faster and more reliable.

What we're looking for

• Proven experience leading a back-office, operations, or coordination team (several years in a lead or supervisory role).
• Strong people leadership: able to coach, hold accountable, and develop a remote team.
• Excellent organization, attention to detail, and follow-through.
• Excellent written and spoken English and clear, professional communication.
• Comfortable owning KPIs, workflows, and performance management.
• Experience with remote collaboration tools in a fast-paced, deadline-driven environment.
• Jewelry, e-commerce, or custom-order operations experience is a strong plus.
• Available 10:00 AM to 7:00 PM PST, including weekends (this follows US business hours).

Schedule and setup

• Full-time, 100% remote (Philippines).
• 10:00 AM to 7:00 PM PST, including weekends (follows US business hours).
• Requires reliable internet and a quiet, dedicated workspace.