Service Operations Manager

The Service Operations Manager is responsible for overseeing front-end operations and delivering an exceptional customer experience through effective leadership operational excellence and strong team development. This position manages front-end service functions Drive Up & Go operations customer service activities labor utilization and store-wide service standards while ensuring efficient execution of company programs and compliance with policies and procedures.

• Promote a customer-first culture and ensure exceptional service throughout the store.
• Lead by example in delivering friendly professional and efficient customer interactions.
• Resolve customer concerns complaints and service recovery situations in a timely and professional manner.
• Monitor service metrics and implement strategies to improve customer satisfaction.
• Ensure checkout areas service desks and customer-facing operations are clean organized and welcoming.

• Oversee all front-end functions including cashiering courtesy clerks customer service self-checkout operations and service desk activities.
• Ensure efficient customer flow and appropriate staffing levels during peak business periods.
• Monitor checkout productivity wait times and service standards.
• Maintain compliance with cash handling till accountability and operational procedures.
• Support execution of company initiatives promotions and customer service programs.

• Oversee Drive Up & Go operations to ensure timely order fulfillment and exceptional customer service.
• Monitor order accuracy productivity staffing and customer satisfaction metrics.
• Develop processes that improve operational efficiency and customer experience.
• Ensure associates are properly trained on Drive Up & Go procedures and technology.
• Support growth in digital sales through strong operational execution.

• Recruit train coach and develop front-end and service operation associates.
• Build schedules that support service standards while effectively managing labor expenses.
• Conduct performance coaching and provide regular feedback to team members.
• Foster a culture of accountability teamwork engagement and inclusion.
• Prepare associates for advancement through ongoing development opportunities.

• Manage labor productivity and departmental expenses to achieve operational goals.
• Monitor sales service and labor reports to identify opportunities for improvement.
• Support store profitability through effective labor planning and operational execution.
• Ensure accurate execution of cash office procedures and financial controls.
• Assist store leadership with achieving operational and financial objectives.

• Ensure compliance with company policies safety standards and regulatory requirements.
• Promote workplace safety and safe operating practices throughout the store.
• Investigate and document incidents according to company procedures.
• Ensure associates complete required training and certifications.
• Maintain confidentiality and security of customer and company information.

• Partner with store leadership to achieve overall store goals and objectives.
• Support execution of merchandising seasonal and promotional programs.
• Serve as Manager on Duty when assigned.
• Communicate company initiatives and operational priorities effectively to associates.
• Participate in store planning staffing and business strategy discussions.

• High school diploma or equivalent.
• Previous retail leadership or management experience required.
• Strong customer service and team leadership skills.
• Experience managing multiple priorities in a fast-paced environment.
• Strong communication organizational and problem-solving abilities.
• Ability to work flexible schedules including evenings weekends and holidays.

• Ability to stand and walk for extended periods.
• Ability to bend reach lift and perform repetitive motions throughout the workday.
• Ability to lift and carry up to 50 pounds regularly and heavier loads with assistance when necessary.
• Ability to move throughout all areas of the store safely and efficiently.
• Ability to work in a dynamic retail environment with changing priorities.

• Leadership and team development
• Customer focus
• Operational excellence
• Drive Up & Go knowledge
• Labor and productivity management
• Communication and collaboration
• Problem-solving and decision-making
• Conflict resolution
• Organization and accountability
• Adaptability and results orientation

The Service Operations Manager plays a vital role in delivering an exceptional customer experience by leading front-end operations developing high-performing teams supporting digital fulfillment services and ensuring operational excellence throughout the store.