Job Description

Gem Studio| Studio Manager- Ross Park Mall (New Studio Opening)

About the Brand:

Gem Studio is a creative, community‑driven jewelry making experience where guests design and handcraft pieces that tell their story. At the heart of our brand is the craft of silversmithing, a hands‑on, expressive art form that invites people to slow down, create with intention, and make something meaningful.

We’re a brand rooted in craft, connection, and self‑expression. Our studios are vibrant, social spaces where people come to create, to connect, and to feel inspired. We celebrate individuality, encourage creativity and make every guest feel like part of our community. At Gem, we don’t just make jewelry, we create meaningful moments through silversmithing that people want to share and come back to.

About the Role:

Lead with heart. Operate with ownership. Build the studio that becomes the place to be.

As a Studio Manager, you are the heartbeat of your location. You own the full business including; people, operations, guest experience, financial performance, and community presence. You create a studio environment that feels warm, creative, and alive, while ensuring the business runs with discipline, consistency, and excellence. You lead from the front: coaching your team, solving problems in real time, and ensuring every guest leaves feeling inspired and excited to return.

What You’ll Do:

Act Like a Business Owner

• Own all aspects of studio performance- revenue, labor, scheduling, inventory, cost control, and guest satisfaction.
• Use data, trends, and KPIs to make decisions that improve the business week over week.
• Forecast needs, identify risks early, and proactively solve problems before they impact the guest experience.
• Maintain a clean, safe, and operationally excellent studio

Lead & Develop a High‑Performing Team

• Hire, train, coach, and inspire a team of Silversmiths who deliver exceptional experiences.
• Build a culture of accountability, creativity, and joy, where people feel supported and challenged.
• Deliver ongoing feedback, conduct performance conversations, and grow internal talent.
• Model Gem Studio’s values in every interaction.

Deliver an Unforgettable Guest Experience

• Ensure every guest feels welcomed, supported, and celebrated throughout their creative journey.
• Resolve guest concerns with empathy, speed, and sound judgment.
• Maintain a studio environment that feels warm, inclusive, and unmistakably Gem.
• Champion accessibility, hospitality, and community connection.

Drive Studio Operations with Excellence

• Manage daily operations including scheduling, opening/closing routines, cash handling, and workflow management.
• Maintain inventory accuracy, ordering cadence, and product readiness.
• Ensure compliance with safety, cleanliness, and brand standards.
• Partner with HQ teams to execute new processes, programs, and initiatives.

Grow the Studio Through Community & Brand Engagement

• Build relationships with local partners, creators, and community groups to drive awareness and traffic.
• Support influencer visits, local events, and brand activations.
• Ensure the studio reflects Gem’s brand voice, energy, and creative spirit.

Success Looks Like:

• A studio that runs smoothly, profitably, and consistently, even when you’re not on site.
• A team that is engaged, confident, and delivering high‑quality guest experiences.
• Guests who feel welcomed, inspired, and excited to return.
• Strong operational execution with clean audits, accurate inventory, and disciplined labor management.
• A culture that feels joyful, inclusive, and aligned with Gem Studio’s mission.

What You Bring as a Studio Leader:

Experience & Leadership

• 3–5+ years of experience leading teams in retail, hospitality, experiential, or service‑driven environments.
• Proven ability to manage performance, coach talent, and build strong teams.
• Experience running a business or business unit with accountability for KPIs.

Business Ownership Mindset

• Strong financial acumen with experience managing labor, revenue, and cost controls.
• Ability to interpret data and translate insights into action.
• A proactive, solutions‑oriented approach to challenges.

Operational Excellence

• Experience managing daily operations, scheduling, inventory, and workflow.
• Strong organizational skills and attention to detail.
• Ability to maintain consistency while adapting to change.

Guest Experience & Brand Stewardship

• A hospitality‑driven mindset with a passion for creating memorable experiences.
• Strong communication skills and emotional intelligence.
• Ability to represent the Gem Studio brand with warmth, creativity, and professionalism.

Collaboration & Communication

• Comfortable partnering with fellow studio managers, cross‑functional teams and HQ.
• Clear, confident communication across Slack, email, and shared tools.
• Ability to lead through ambiguity with calm and clarity.

Equal Opportunity Statement

The Gem Studio is an equal opportunity employer. We celebrate creativity, individuality, and community, and we’re committed to building a team that reflects the diverse guests we serve. We welcome applicants of all backgrounds, identities, and experiences. All employment decisions are based on qualifications, merit, and business needs.

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