Service Operations Manager

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.