At Gentle Monster, Product Service is more than after-sales support. It is an extension of the brand experience.
The Product Service team ensures that every customer interaction after purchase reflects the same creativity, precision, and premium experience that define our products and retail environments. From product assessments and customer consultations to repairs, warranty support, and service-related inquiries, the team is responsible for maintaining customer trust throughout the product lifecycle.
Working closely with Global Headquarters, the North America Product Service team adapts Gentle Monster’s global service philosophy to the expectations of customers in the United States and Canada while maintaining a consistent global brand experience. We continuously challenge conventional service models, propose new ideas, and collaborate across departments to create thoughtful, brand-aligned customer services.
Position Summary
The Product Service Manager is responsible for leading Product Service operations across the United States and Canada. This role oversees regional service operations, customer experience, repair services, warranty administration, operational performance, and team development while ensuring every customer interaction reflects Gentle Monster's premium brand standards.
Serving as the primary liaison between North America and Global Headquarters (HQ), the Product Service Manager will localize global service standards, drive operational excellence, and continuously improve service quality based on customer insights and business needs.
As Gentle Monster continues to expand, this leader will play a critical role in building scalable service capabilities, developing high-performing teams, and establishing Product Service as a strategic function that strengthens customer loyalty and supports the brand's long-term growth.
Success in this role means that customers receive a consistent, elevated, and brand-aligned Product Service experience.
The Product Service Manager will build a reliable regional operation, improve service quality and efficiency, develop a high-performing team, strengthen collaboration with HQ and internal departments, and ensure that Product Service becomes a meaningful part of Gentle Monster’s overall brand experience.
Key Responsibilities
- Oversee Product Service operations across the United States and Canada, including repairs, customer consultations, product assessment, warranty support, and service-related inquiries.
- Establish, maintain, and improve regional service standards, workflows, and operating procedures in alignment with Gentle Monster’s global service philosophy.
- Ensure consistent execution of high-quality service across retail stores, repair operations, customer service channels, and other customer touchpoints.
- Monitor service performance and identify opportunities to improve turnaround time, service quality, productivity, and customer satisfaction.
- Support the development of scalable service processes
- Deliver a premium customer experience that reflects Gentle Monster’s brand identity, creativity, and attention to detail.
- Ensure that service interactions are handled with professionalism, empathy, accuracy, and a customer-centric mindset.
- Review customer feedback and service trends to identify improvement opportunities.
- Manage escalated customer issues and develop solutions that balance customer satisfaction, operational feasibility, and brand standards.
- Propose new service ideas and customer experience improvements in collaboration with Global HQ and related departments.
- Lead, coach, and develop the North America Product Service team.
- Set clear performance expectations and support team members in internalizing Gentle Monster’s service standards.
- Manage team performance, provide regular feedback, and support individual growth.
- Build a team culture based on accountability, trust, collaboration, and continuous improvement.
- Support hiring, onboarding, training, and organizational planning as the regional Product Service function expands.
- Serve as the main point of contact between the North America Product Service team and Global Headquarters.
- Share regional insights and propose improvements that can contribute to the broader global service strategy.
- Partner with internal teams to resolve product, repair, warranty, and customer experience issues, ensuring that Product Service is integrated into the overall customer journey, not treated as a separate back-end function.
- Analyze service data, customer feedback, repair trends, and operational issues to identify root causes and improvement opportunities.
- Develop and track key service metrics such as repair turnaround time, service quality, customer satisfaction, team productivity, and recurring product/service issues.
- Create improvement plans based on operational data and customer insights.
- Recommend process, staffing, training, and system improvements to support service quality and regional growth.
Qualifications And Skills
- 5+ years of experience in product service, after-sales service, customer experience, retail operations, repair operations, or a related service function.
- 2+ years of experience leading, coaching, and developing a team.
- Experience managing service standards, operational processes, customer escalations, and performance metrics.
- Strong understanding of premium customer experience and service quality.
- Experience working cross-functionally with internal teams such as retail, logistics, e-commerce, supply chain, or quality.
- Experience collaborating with headquarters, regional offices, or global teams.
- Strong problem-solving, communication, and organizational skills.
- Ability to analyze operational data and translate findings into practical improvement plans.
- Fluent in English; Korean proficiency is a plus.
- Experience in luxury retail, premium consumer products, eyewear, fashion, hospitality, technology, or other customer-focused industries.
- Experience in service environments where brand philosophy and customer experience are highly integrated.
- Experience building a service team in a growing organization.
- Experience managing repair operations, warranty service, product assessment, or technical service workflows.
- Experience developing SOPs, service playbooks, training materials, or service quality standards.
- Experience supporting multi-location or multi-country operations.
- Familiarity with North American customer expectations, retail service standards, and after-sales service practices.
