Service Operations Manager

About the Role

The Service Operations Manager is responsible for leading and managing front-end store operations to deliver exceptional customer service, operational efficiency, and financial performance. This position oversees key customer-facing departments and functions, including customer service, cash office operations, checkout services, Drive Up & Go (D.U.G.), and front-end staffing. The Service Operations Manager develops teams, drives customer satisfaction, ensures compliance with company standards, and contributes to overall store success.

Responsibilities

• Customer Service Leadership:
  • Lead and promote a customer-first culture throughout the store.
  • Ensure customers receive prompt, friendly, and professional service.
  • Resolve customer concerns, complaints, and escalated service issues.
  • Monitor customer satisfaction metrics and implement improvement strategies.
  • Develop customer service programs and initiatives that enhance the shopping experience.
• Front-End Operations:
  • Oversee day-to-day front-end operations, including checkout, service desk, and cash office activities.
  • Ensure efficient customer flow and appropriate staffing during peak business periods.
  • Monitor transaction accuracy, tender accountability, and cash handling procedures.
  • Maintain front-end appearance, organization, and operational standards.
  • Support implementation of company programs, promotions, and operational initiatives.
• Drive Up & Go (D.U.G.) Operations:
  • Support and oversee online shopping and order fulfillment operations.
  • Monitor order accuracy, on-time fulfillment, and customer satisfaction performance metrics.
  • Ensure associates are trained on systems, procedures, and service expectations.
  • Identify opportunities to improve efficiency and productivity within the department.
• Leadership & Team Development:
  • Recruit, train, coach, and develop department associates and supervisors.
  • Foster a culture of accountability, teamwork, and continuous improvement.
  • Conduct performance reviews and provide ongoing feedback and coaching.
  • Assist with succession planning and talent development initiatives.
  • Create a positive work environment that supports employee engagement and retention.
• Financial Performance:
  • Assist in achieving sales, labor, and profitability objectives.
  • Manage labor scheduling and workforce planning based on business needs.
  • Monitor productivity metrics and implement corrective action plans when necessary.
  • Support shrink reduction and loss prevention efforts.
  • Review operational reports to identify opportunities for performance improvement.
• Safety & Compliance:
  • Ensure compliance with company policies, food safety regulations, and operational procedures.
  • Promote workplace safety and maintain a safe environment for employees and customers.
  • Conduct and support safety audits, inspections, and incident investigations.
  • Ensure compliance with cash handling, asset protection, and security procedures.

Qualifications

• Required:
  • High school diploma or equivalent.
  • Previous supervisory or management experience in retail, grocery, or customer service environments.
  • Strong leadership, communication, and organizational skills.
  • Ability to lead multiple teams in a fast-paced environment.
  • Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Preferred:
  • Associate's or Bachelor's degree in Business, Retail Management, or a related field.
  • Experience managing front-end operations and customer service teams.
  • Experience with labor planning, scheduling, and performance management.

Skills

• Strong leadership and people-development skills.
• Exceptional customer service and conflict-resolution abilities.
• Excellent verbal and written communication skills.
• Ability to analyze operational data and implement solutions.
• Strong organizational, planning, and time-management skills.
• Ability to prioritize competing responsibilities and meet deadlines.
• Proficiency with point-of-sale systems, reporting tools, and Microsoft Office applications.

Physical Requirements

• Frequently stand and walk for extended periods.
• Lift, push, pull, and carry up to 40 pounds occasionally.
• Bend, reach, squat, and climb as necessary.
• Work in various store environments and conditions.

Benefits

• Competitive wages paid weekly.
• Access to up to 50% of earned wages before payday via partnership with Stream.
• Associate discounts.
• Health and financial well-being benefits for eligible associates (Medical, Dental, 401k, and more!).
• Time off (vacation, holidays, sick pay).
• Leaders invested in training, career growth, and development.
• An inclusive work environment with talented colleagues who reflect the communities we serve.

Our Values: View our values video