: Regional Gemology & DXC Operations Lead

Position Summary The Regional Gemology & DXC Operations Lead is responsible for ensuring excellence in gemological standards, DXC operational compliance, customer experience, technical support, and regional governance. This role acts as the subject matter expert for gemology, provides leadership and training to store teams, drives adherence to SOPs, manages technical escalations, and serves as the regional authority for DXC operations.

Key Responsibilities

- Gemological Excellence & Technical Leadership
- Conduct routine assessments and calibration of Retail Gemologists to ensure consistency and accuracy in evaluations.
- Visit stores regularly to observe and assess gemologists' performance during customer interactions.
- Provide real-time technical guidance and resolve gemology-related queries from store teams.
- Validate gemologists' findings and verdicts before escalating discrepancies to higher authorities.
- Identify and investigate recurring technical issues, including:

o Jewellery BOM discrepancies (physical vs. system records)

o eCeleste-related concerns o MyCrown gemstone-related issues o Other system or process inconsistencies impacting DXC operations.

- Serve as the regional technical expert for diamond and gemstone-related matters.
- SOP Compliance & Customer Experience Management
- Ensure strict adherence to DXC Standard Operating Procedures (SOPs) across all stores in the region.
- Hold Retail Gemologists and store teams accountable for DXC Customer Satisfaction (CSAT) performance.
- Monitor and ensure compliance with DXC TWOL guidelines and operational standards. • Verify that stores and gemologists are entering accurate data and following prescribed processes correctly.
- Act as the primary point of contact for resolving technical customer escalations before they develop into formal complaints.
- Training & Capability Development
- Train and develop Retail Gemologists to enhance technical competency and service standards.




- Cross-train store teams on DXC machines and processes to ensure operational continuity during gemologist absences.
- Educate franchise owners and management teams on diamonds, gemstones, DXC processes, and machine operations to ensure consistent communication and understanding across the network.
- Support onboarding and interviewing of new Retail Gemologists.
- Business Continuity & Contingency Management
- Act as the interim Retail Gemologist when a store's assigned gemologist is unavailable. • Develop operational readiness within stores by ensuring backup resources are appropriately trained.
- Support workforce planning and deployment strategies to minimize service disruptions.
- Regional Governance & Operational Authority
- Serve as the regional authority during annual performance reviews and assessments of Retail Gemologists.
- Approve mobilization and deployment of DXC machines and gemologists for regional events and special initiatives.
- Act as a liaison between Corporate, Factory, and Regional teams to ensure effective communication and implementation of new processes, standards, and business updates. • Facilitate two-way communication by conveying regional feedback, operational challenges, and improvement opportunities to corporate and factory stakeholders. • Drive uniform adoption of current initiatives, technologies, and operational enhancements across the region.

Key Success Metrics

- DXC CSAT scores and customer experience outcomes.
- SOP and TWOL compliance across stores.
- Accuracy and consistency of gemological assessments. • Resolution of technical escalations within defined timelines. • Training effectiveness and readiness of backup resources. • Compliance and quality of data captured in DXC systems. • Reduction in operational discrepancies and technical issues.

Reporting Relationships

Reports To: Regional Operations / DXC Leadership Key Stakeholders:

- Retail Gemologists
- Store Managers
- Franchise Owners
- Regional Leadership
- Corporate Teams
- Factory Teams
- Customer Experience Teams

📌 Cluster Gemmologist/Regional Gemmologist (Kolkata)
🏢 Titan
📍 Kolkata