Operations Manager @ The RealReal

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods. Through our work, we are committed to contributing to a sustainable future, both for fashion and for our employees. Authenticity is a core component of our business; we value it in our products and we celebrate it across our teams by encouraging every TRR employee to bring their REAL authentic selves to work each day. We’re hiring, and we’d love for you to join our dynamic team!

The Manager of Fine Jewelry and Watch Production at The RealReal will oversee inbound operations from authentication through pricing and cataloging, while ensuring quality, productivity and our consignor service level agreements. You will be deeply-rooted in all authentication center functions. The Manager is expected to adapt to departmental business needs while maintaining a focus on team performance, achieving KPIs, and team development. You will manage a high-growth department; training, motivating and inspiring a team of Fine Jewelry and Watch Specialists. This role will report to the Associate Director of Operations - Specialist Categories.

What You Get To Do Every Day

Hire and train top talent and manage the necessary staffing levels to support workflow and growth; foster an internal and external pipeline
Create an environment that ensures a high level of employee engagement and accountability; set clear expectations; motivate, develop and coach team; manage performance and review cycle
Partner with Jewelry Authentication and Gemology to develop talent, maximize team potential and create a more flexible workforce through cross-training
Maintain administrative duties, i.e. payroll processing, attendance tracking, new hire onboarding
Establish goals that align with and promote Company quality and Consignor and Customer expectations and hold the team accountable. Aim to meet or exceed Consignor and Customer expectations by providing outstanding service
Set targets and metrics, monitor and report on daily performance to ensure quality and productivity goals are achieved and the smooth resolution of exceptions; anticipate and manage pipeline and product flow accordingly
Provide solutions in response to obstacles and identify opportunities for efficiencies
Champion the implementation of new process and progress by removing roadblocks and providing the appropriate level of support to maximize opportunities, setting optimal targets, methods and metrics
Conduct both formal and informal feedback conversations to support development of the Team.
Maintain a high level of engagement through coaching and motivating the team on a daily basis.
Work closely with the Expert team and Training Team to address development opportunities within the team.
Ensure ramp up goals are met weekly for new hires and authenticators being cross trained.
Help hold the team accountable to policy and procedure such as time and attendance.
Communicate company initiatives and critical messages to the Authentication team.
Responsible for driving team KPI’s and team engagement while running the floor.
Empower others and delegate when able to promote individual growth.
Build and maintain effective interdepartmental relationships.
Ensure support functions are adhering to department needs daily.
Work closely with the management team to drive business strategies that will improve production and department results.
Manages daily operational tasks according to brand standards.
Acts as a brand ambassador and advocate for TheRealReal.

What You Bring To The Role

Minimum Requirements:

5+ years management experience; production environment or e-commerce experience preferred
Bachelor’s degree from an accredited college or university preferred; concentration in management and/or business preferred
Solid analytical skills
Knowledge of business or warehouse software
Proven problem solving skills with a strong commitment to action
The capability to handle ambiguity and be flexible to changing needs and priorities
The ability to prioritize multiple time-sensitive tasks and/or escalate issues
Demonstrated ability to self start and manage people with organizational effectiveness to maximize productivity, locally and remotely
Passion for creating a high caliber team with dedication to operational excellence and providing outstanding customer service
Work effectively and collaboratively in teams to meet shared goals and deadlines, and foster cross-functional partnerships
Attention to detail, strong organizational and communication skills, geared towards large groups
Project management experience preferred

Compensation | Benefits | Perks

Employee Stock Purchase Plan (purchase stock at discounted rates)
401K (with company matching up to $1000)
Medical, Dental & Vision Insurance
Paid parental leave
Unlimited Discretionary Time Off (DTO) & 10 Paid Holidays

The expected salary range for this role is $73,440.00 - $116,280.00. To determine starting pay we carefully consider a variety of factors, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal parity. Additionally, salary is just one component of TRR’s total rewards package. Depending on role, employees may also be eligible for a bonus program, incentive pay and benefits.

GHR9067 #LI-ES30 #LI-Onsite

The RealReal is the world’s largest online marketplace for authenticated, resale luxury goods, with more than 30 million members. With a rigorous authentication process overseen by experts, The RealReal provides a safe and reliable platform for consumers to buy and sell their luxury items. We have hundreds of in-house gemologists, horologists and brand authenticators who inspect thousands of items each day. As a sustainable company, we give new life to pieces by thousands of brands across numerous categories—including women’s and men’s fashion, fine jewelry and watches, art and home—in support of the circular economy. We make selling effortless with free virtual appointments, in-home pickup, drop-off and direct shipping. We do all of the work for consignors, including authenticating, using AI and machine learning to determine optimal pricing, photographing and listing their items, as well as handling shipping and customer service. At our 13 retail locations, including our twelve shoppable stores, customers can sell, meet with our experts and receive free valuations.

The RealReal is committed to providing an equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, or Veteran status. We will consider qualified applicants for a position regardless of arrest or conviction records. At TRR, People Come First. That’s why diversity and inclusion are vital to our priorities as an equal opportunity employer. You can read about our Diversity Equity and Inclusion program here.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

Compensation Overview

6 month growth

1 year growth

2 year growth