Service Manager

About the role

At Sprouts Farmers Market, the Service Manager is responsible for overall customer satisfaction by inspiring and motivating a team committed to providing superior service in a fast-paced and friendly environment. This role leads front-end operations and oversees the entire store in the absence of the Store Manager and Assistant Store Manager. The Service Manager drives store sales, team member recruitment, engagement, and retention, with a strong focus on customers and team members.

Responsibilities

• Positively shape the store culture by modeling leadership behaviors aligned with Sprouts values.
• Consistently drive customer satisfaction by ensuring team members provide superior service.
• Demonstrate product knowledge when assisting customers and working with team members.
• Listen to and resolve customer complaints in compliance with company standards.
• Champion customer service surveys and portal results.
• Demonstrate a positive attitude, leadership, organization, time management, and willingness to learn new products while educating customers.
• Communicate standards, expectations, policy changes, and product knowledge to team members.
• Coordinate and execute Team Member Appreciation Week, Team Member of the Month, and other reward and recognition programs.
• Organize in-store hiring events, interviews, and build a candidate pipeline in partnership with the Region Talent Advisor Specialist.
• Responsible for hourly team member staffing, scheduling, training, development, discipline, and performance appraisals.
• Celebrate store successes and identify/address opportunities for improvement.
• Oversee Administrative Coordinator, Head Cashiers, Cashiers, Courtesy Clerks, and In-Store Shoppers.
• Lead front-end operations, ensuring compliance with legal and company policies for records, cash handling, and accounting.
• Manage team member concerns and conflict through proactive and clear discussions.
• Facilitate career development conversations and support movement across the organization.
• Communicate sales promotion information to the cashier team to ensure proper execution and customer satisfaction.
• Provide and receive constructive feedback for effective communication and collaboration.
• Accountable for proper posting of store signage (compliance, sales event, holiday, and door signage).
• Execute company programs to ensure profitability and customer satisfaction while complying with safety, labeling, health, and weights and measures standards.
• Maintain clean, sanitized, and organized work areas, including tables, floors, walls, and display cases.
• Foster a positive and engaging work environment while adhering to all safety, health, and compliance regulations.
• Assist with ordering, receiving, unloading, breaking down, stocking, facing, and rotating merchandise, with attention to code dates.
• Help build and maintain displays on the sales floor, compliant with company programs and standards.
• Verify accurate labeling and pricing, oversee price changes, and remain up to date on sale prices.
• Communicate temperature failures of cases, shelves, and storage areas to the Store Manager.
• Confidently and effectively address emergencies, crises, equipment failure, and resolve issues as they arise.
• Flexible to perform other related duties as assigned.

Requirements

• Be at least 21 years of age.
• Have a high school diploma or equivalent; a degree in business management, marketing, retailing, communications, advertising, or a related field is preferred.
• Demonstrated success leading total building operations with integrity, including profit and loss, safety, sanitation, staffing, disciplinary actions, training, developing leaders, conducting performance appraisals, meeting deadlines, managing inventory and shrink, executing sales promotions, and merchandising.
• Professional communication skills, both written and verbal, along with attention to detail, analytical, and solution-focused decisiveness.
• Proficient in Microsoft Office, bookkeeping/accounting, time and attendance, and human resources software.
• Flexible to work a schedule that changes based on business needs, including nights, weekends, and holidays.
• Able to lift 60 pounds between 15 inches and 70 inches above the ground; occasionally required to lift heavier items.
• Pushing and pulling racks and U-boats of merchandise is common, with force required ranging from 80 to 100 pounds.
• Stand on hard surfaces continuously, walk up to 2 miles, reach vertically, and transfer items horizontally.
• Wear PPE consistent with task assignment, including non-slip, closed-toe shoes, long pants, and gloves (latex and/or cut-resistant).
• Use tools and equipment such as phone, computer, mouse, keyboard, ovens, freezers, meat and cheese cutters, grinders, scales, mixers, box cutters, scanners, cash register, carts, and pallet jacks.

Benefits

• Competitive pay.
• Sick time plan to support you or your immediate family’s health.
• Vacation accrual plan.
• Opportunities for career growth.
• 15% discount for you and one other family member on all purchases at Sprouts.
• Flexible schedules.
• Employee Assistance Program (EAP).
• 401(K) Retirement savings plan with a generous company match.
• Company-paid life insurance.
• Contests and appreciation events throughout the year with prizes, food, and fun.
• Eligibility for bonus based on company and/or individual performance.
• Affordable benefit coverage, including medical, dental, and vision.
• Health Savings Account with company match.
• Pre-tax Flexible Spending Accounts for healthcare and dependent care.
• Company-paid short-term disability coverage.
• Paid parental leave for both mothers and fathers.
• Paid holidays.
• DailyPay: Access earned wages before payday at no extra cost.

Sprouts offers Team Member Resource Groups (TMRGs) to foster an inclusive, respectful, and caring workplace culture. Groups include Inspiring Women at Sprouts, Rainbow Alliance at Sprouts, Sabor at Sprouts, Soul at Sprouts, and Honored to Serve at Sprouts.