The Role
Oversee post-sales operations including jewelry aftercare, vendor coordination, quality oversight, and managing client inquiries to ensure a seamless experience.
Summary Generated by Built In
VRAI is one of the fastest-growing digital-first direct-to-consumer brands. Modernizing diamond jewelry through the exclusive use of sustainably created diamonds, VRAI has innovation, craftsmanship, and sustainability at the core of its products and values. An honoree of Fast Co. Innovation Award in retail design, and a global business, VRAI has locations in Los Angeles, San Francisco, NY, Shanghai, Chicago, London, Madrid, and Copenhagen, with more locations on the horizon.
We are seeking a highly organized and detail-oriented Post-Sales Services & Operations Specialist to oversee jewelry aftercare and operational workflows. This role focuses on ensuring a seamless post-purchase experience for clients through effective vendor coordination, service management, quality oversight, and partnership with internal teams. While physical work, such as repairs and resizes, is completed by third-party vendors, this position ensures accuracy, efficiency, and empathy throughout the process. The ideal candidate thrives in a fast-paced environment, balancing operational oversight with empathetic client support, while continuously improving processes to enhance both internal operations and the client journey.
This role will be required to be on-site in our New York showroom in the Meatpacking District, 5 days a week.
Responsibilities
- Manage the end-to-end service flow for repairs, resizes, and returns, ensuring smooth processing and clear communication with clients.
- Coordinate with third-party vendors and retail teams to track and manage service turnaround times, drop-offs, and documentation.
- Partner with Client Experience (CX) to resolve post-sales inquiries and escalations, acting as a liaison across clients, vendors, and internal teams.
- Monitor quality control and service accuracy, verifying jewelry condition when applicable and escalating issues as needed.
- Audit and refine service processes, maintaining accurate records and identifying opportunities for greater efficiency, accuracy, and client satisfaction.
Qualifications
- 3+ years of experience in jewelry, luxury goods, or service operations.
- Strong organizational and project management skills, with the ability to prioritize competing priorities.
- Proficiency with ERP systems (NetSuite preferred), Shopify, CRM platforms, and workflow management tools.
- Excellent written and verbal communication, with an empathetic and solutions-oriented approach.
- Knowledge of jewelry manufacturing processes, inventory management, and basic quality control best practices (GIA certification or training a plus).
VRAI provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health insurance, flexible spending accounts, retirement savings plans, life and disability insurance programs, and a number of programs that provide for both paid and unpaid time away from work. Additional Perks such as employee discounts are also available. Our benefits begin as early as your first day of employment. Medical and vision coverage are retroactive to your start date, while dental and voluntary benefits take effect once you’ve completed your enrollment.
Some plans may not be available pending global locations however other options may be presented.
VRAI is an Equal Opportunity Employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor under federal, state or local law.
Physical Requirement:
-Mandatory Onsite: The specific nature of this role requires physical presence at a designated VRAI facility for all scheduled work hours. This requirement applies only to positions explicitly designated as Onsite in the job description, such as showroom roles, and does not supersede any agreed-upon remote or hybrid working arrangements for other VRAI positions.
-This position will often: Sit, stand for long periods, walk, grasp, reach with hands and arms, lift below and above shoulders, bend, twist at the waist, climb, balance, stoop, squat, kneel, crawl, talk, hear, see, use fine finger manipulation, and complete repetitive motions.
-Lift/carry and push/pull up to 25 pounds
This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment.
Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9.
To find out more about VRAI check out:
vrai.com
facebook.com/vrai
Top Skills
Crm Platforms
Erp Systems
NetSuite
Shopify
Workflow Management Tools
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The Company
What We Do
At Diamond Foundry, our mission is to create the future of diamond.
We developed proprietary reactor technology capable of forming plasma as hot as the sun at unprecedented density to produce diamond at mining scale.
In our zero-emission foundry, we sustainably create diamond for the jewelry and semiconductor industries.
Our VRAI brand brings iconic innovation in diamond jewelry direct to consumers.
For more information on how we’re creating the future, visit www.diamondfoundry.com.
Fast Company World's Most Innovative Company
TIME Best Inventions
Business Insider’s 21 Most Innovative Tech Startups
CNBC’s Top 50 Disruptors
Inc’s 25 Most Disruptive Companies
