Custom Jewelry Production Specialist

ABOUT THE COMPANY

At CustomMade, we believe engagement rings should be as personal as the relationships they represent. We make it easy to create a ring that's both one-of-a-kind and affordable. Turns out people really like that and word is really spreading quickly! We've created 30,000 pieces of custom jewelry and helped 12,000 couples get engaged, but we're still just getting started reshaping the jewelry industry.

ABOUT THE OPPORTUNITY

Our offering is built on a one-on-one, specialized, and custom design experience and service. As a Custom Jewelry Production Specialist, you'll be at the heart of our jewelry creation process, responsible for managing each finalized design through production, procurement coordination, and quality assurance until the finished piece is in the hands of the customer. You'll serve as the primary point of contact and decision-maker for projects in production - coordinating across our gem procurement, manufacturing, and fulfillment functions as well as our customer-facing teams.

This role's primary duties involve: production project management, procurement and materials coordination, vendor (manufacturer) management, and quality control. You'll be evaluated primarily on your ability to ensure each project is delivered to the customer on time and in excellent condition. Because every piece is custom, no two projects follow an identical path - you'll exercise significant discretion and independent judgment in evaluating problems, weighing competing options, and making decisions that directly impact customers and the business.

Essential role duties look like:

Production management & problem resolution

• Independently evaluate and resolve manufacturability and production issues in collaboration with manufacturers and our technical teams.
• Holistically monitor the full production portfolio, proactively identifying at-risk projects and deciding what intervention is needed to prevent missed deadlines or lingering delays.
• Exercise judgment in high-stakes situations - for example, a project at risk of missing an engagement date - including final decision making among expediting options, rework, design adjustments, or customer communication strategies.
• Determine what information customer-facing teams (or the customer directly) should receive about project status, and communicate updates as appropriate.

Procurement & materials coordination

• Coordinate with our Gem team to ensure gems are allocated and delivered to the correct manufacturing facility on schedule.
• Identify procurement  delays, and when we need to adjust project plans to protect delivery dates.
• Serve as the company's primary liaison to our manufacturing partners for in-production projects, managing day-to-day vendor relationships and performance.

Quality assurance

• Inspect finished pieces against our quality standards.
• Determine the appropriate resolution for quality issues - approving, requiring rework, or returning pieces to the manufacturer - and negotiate remediation with vendors.
• Investigate and resolve customer concerns regarding finished pieces, deciding on the appropriate remedy on behalf of the company.
• Coordinate with shipping/receiving to ensure completed pieces are dispatched to meet delivery commitments.

Continuous improvement & cross-functional work

• Evaluate, recommend, and implement improvements to production, procurement, and quality assurance processes; experiment with new approaches and resources.
• Advise management on recurring production issues, vendor performance, and process changes.
• Establish and maintain effective working relationships with team members, manufacturers, and cross-functional partners.
• Perform as a senior member within our office, assist as needed with all Fulfillment activities, help maintain a clean and positive working space, and provide feedback as needed.

This is a full-time, salaried, in-person role. Our office is located in Cambridge, MA, in a quiet residential area with parking available. Though this role occasionally involves communicating with customers, it is primarily a non-customer-facing role. Our Cambridge office is not open to the public.

COMPENSATION & BENEFITS:*

• $68,000/yr
• This is a full-time role with full benefits (health, vision, dental, life)
• 401k match
• Employee jewelry discount
• Holidays and paid time off
• Standard business hours, Monday-Friday schedule

QUALIFICATIONS, SKILLS, & ABILITIES

• Excellent written communication skills, ability to communicate clearly
• Excellent organization skills, and attention to detail
• A passion for jewelry and design and an interest in the manufacturing process
• Resourcefulness - the ability to make good decisions in the absence of perfect information
• Bachelor's degree from a competitive college/university
• Preferred but not required
  • Project management experience
  • Experience in fine jewelry sales
  • Technical experience as a jewelry designer, bench jeweler, or artist
  • Graduate Gemologist degree or previous Gemological Institute of America (GIA) course work

Interested in this role but don't meet all the requirements listed? We'd still love to hear from you! Apply and share why you think you're right for the job and what sets you apart.

CustomMade is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other characteristics protected by law.