Service Operations Manager

Why choose us? Are you ready to take the next step in your career? Join us for an exciting opportunity at Albertsons Companies, where innovation and customer service go hand-in-hand! At Albertsons Companies, we are looking for someone who’s not just seeking a job, but someone who wants to make an impact. In this role, you’ll have the opportunity to lead, innovate, and contribute to the growth of a company that values great service and lasting customer relationships. This position offers the chance to work in a fast-paced, dynamic environment that’s constantly evolving.

About the role

The Service Operations Manager is responsible for leading the Front-End and Customer Service Department, ensuring exceptional customer service, operational excellence, and financial performance. This position oversees service-related operations, front-end productivity, cashier performance, cash handling procedures, customer satisfaction, and employee development. The Service Operations Manager drives a customer-first culture while ensuring compliance with company policies, safety standards, and operational expectations.

Responsibilities

• Leadership & Team Development
  • Lead, coach, train, and develop Service Supervisors, Service Operations Assistants, Cashiers, Courtesy Clerks, Customer Service Clerks, and other front-end employees.
  • Recruit, interview, hire, onboard, and retain qualified team members.
  • Conduct performance evaluations and provide ongoing coaching and feedback.
  • Foster a culture of accountability, teamwork, safety, and customer service excellence.
  • Develop schedules that support business needs while effectively managing labor costs.
• Customer Service
  • Champion exceptional customer service throughout the store.
  • Ensure customers receive prompt, friendly, and professional service.
  • Resolve customer complaints, concerns, and service recovery situations promptly and effectively.
  • Promote customer loyalty through positive interactions and consistent service standards.
  • Monitor customer feedback and implement improvement plans when necessary.
• Front-End Operations
  • Oversee all front-end activities, including checkout operations, customer service desk functions, and courtesy services.
  • Ensure adequate staffing levels are maintained throughout operating hours.
  • Monitor transaction efficiency, customer wait times, and service performance metrics.
  • Coordinate daily front-end operations to maximize productivity and customer satisfaction.
  • Ensure all service areas remain organized, clean, and operationally effective.
• Cash Handling & Financial Controls
  • Ensure compliance with all cash handling, tender accountability, and financial control procedures.
  • Oversee register audits, cash counts, safe accountability, and reconciliation processes.
  • Investigate discrepancies and implement corrective actions when necessary.
  • Protect company assets through proper execution of operational controls and loss prevention practices.
  • Ensure accurate execution of refunds, exchanges, and customer transactions.
• Operational Execution
  • Support store leadership in achieving operational goals and company initiatives.
  • Monitor labor productivity and workflow efficiency.
  • Coordinate department activities to ensure smooth daily operations.
  • Assist with opening, closing, and Manager-on-Duty responsibilities as assigned.
  • Ensure operational standards and company procedures are consistently followed.
• Performance Management
  • Monitor department performance metrics, productivity, service levels, and labor utilization.
  • Analyze reports and develop action plans to improve results.
  • Support achievement of store sales, service, and profitability objectives.
  • Recognize and reward strong employee performance.
  • Address performance concerns through coaching and corrective action processes.
• Safety & Compliance
  • Ensure compliance with company policies, safety standards, and regulatory requirements.
  • Maintain a safe shopping and working environment.
  • Address safety concerns and incidents promptly.
  • Support loss prevention, asset protection, and workplace safety initiatives.

Benefits

• Competitive wages paid weekly
• Access to up to 50% of your earned wages before payday, via our 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 your training, career growth and development
• An inclusive work environment with talented colleagues who reflect the communities we serve