Service Operations Manager

The Service Operations Manager is responsible for overseeing front-end store operations customer service execution labor management compliance and associate development. This position ensures exceptional customer experiences efficient service operations and effective leadership of front-end teams while supporting overall store performance. The Service Operations Manager partners with store leadership to drive sales operational excellence and a culture of safety service and accountability.

• Leads and directs front-end operations to deliver an outstanding customer experience.
• Models and reinforces customer service standards and company values.
• Ensures efficient operation of checkout lanes customer service desks self-checkout areas and related front-end functions.
• Resolves customer concerns and escalates issues when appropriate.
• Monitors service levels and adjusts staffing to meet business needs.
• Maintains a clean organized and customer-ready front-end environment.
• Supports store-wide operational goals and initiatives.

• Supervises coaches and develops Service Supervisors Customer Service Associates Cashiers Courtesy Clerks and other front-end associates.
• Conducts performance observations and provides timely coaching and feedback.
• Participates in recruiting interviewing hiring onboarding and training activities.
• Promotes associate engagement retention and career development.
• Develops future leaders through mentoring and succession planning.
• Ensures all associates understand and follow company policies and procedures.

• Creates and manages schedules to achieve service standards while maintaining labor budgets.
• Monitors labor productivity and staffing effectiveness.
• Adjusts schedules based on business demands seasonal trends and operational requirements.
• Reviews attendance and timekeeping practices to ensure compliance.
• Partners with store leadership to address labor opportunities and challenges.

• Ensures compliance with company policies cash handling procedures food safety requirements and operational standards.
• Maintains accurate records and documentation as required.
• Supports workplace safety initiatives and promotes a safe working environment.
• Conducts routine operational audits and follows up on identified opportunities.
• Ensures completion of required training and compliance programs.

• Assists in managing front-end expenses and labor budgets.
• Monitors operational performance metrics and service indicators.
• Supports shrink reduction efforts through proper operational controls.
• Maintains accountability for cash handling deposits and front-end financial procedures.
• Identifies opportunities to improve operational efficiency and profitability.