Service Operations Manager

Duties and Responsibilities

Customer Service & Front-End Leadership

• Champion corporate and division customer service programs to meet or exceed service goals.
• Direct and supervise all front‑end operations, including customer traffic flow, lane coverage, and cleanliness of the front end, restrooms, entryway, and parking lot.
• Respond to incoming calls, resolve customer complaints, and escalate issues to the Store Director when necessary.
• Serve as an overflow cashier when needed.
• Perform all duties with honesty, integrity, and adherence to company policies.

Staff Management & Training

• Manage and schedule Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks.
• Oversee front‑end employee training in coordination with the Administrative Coordinator.
• Interview and recommend hiring of Front End and Courtesy Clerks; recommend corrective action when needed.
• Maintain confidentiality regarding employees, store sales, and company information.
• Create and post department schedules using computer scheduling programs; communicate changes promptly.

Financial & Operational Accountability

• Meet departmental budgets and financial objectives, including service scores, sales, quarterly labor, bag expense, cash shortages/overages, and check expense projections.
• Ensure accurate operation of the Point of Sale system.
• Handle all cash flow requirements: deposits, armored car service, safe transactions, till issues/pickups, check/refund approvals, and cashier fund monitoring.
• Complete all required front‑end forms and documentation.
• Work with Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve cash variances, voids, refunds, till irregularities, and Time Clock/Attendance violations.
• Partner with Scan/FMC Team to correct scanning file issues promptly.
• Collaborate with Division Loss Prevention and Administrative Coordinator to resolve cash and shrink issues.
• Assist with cash management responsibilities as needed.

Merchandising & Compliance

• Maintain fresh, full checkstand merchandisers; ensure cleanliness and proper signage.
• Ensure compliance with all company policies, including:
  • Cash handling
  • Employee purchase
  • Restricted product sales
  • Coupon/gift card policies
  • Scan accuracy
  • Scheduling minors
  • Product return policy
  • WIC
  • Sanitation, safety, and security
  • Grooming standards and dress code
  • Check acceptance
• Ensure front‑end equipment is operational; implement emergency procedures for equipment or software malfunctions.
• Review refund, void, and override reports to control excessive activity.
• Order and balance money orders, bus passes, lottery, gift cards, postage, change, and commission items (as applicable).
• Coordinate and implement front‑end programs, including Community Relations promotions.

Recordkeeping & Administrative Duties

• Maintain accurate department records.
• Attend required training and sales meetings.
• Perform other necessary and assigned duties.

Physical and General Requirements

• Thorough knowledge of front‑end operations, policies, and procedures.
• Ability to perform basic math (addition, subtraction, percentages).
• Friendly, courteous, and able to remain composed in a fast‑paced environment with frequent interruptions.
• Strong written and verbal communication skills; proven leadership and training ability.
• Legible handwriting and ability to follow written instructions.
• Ability to operate front‑end systems, computer software, and electronic devices for scheduling, sales tracking, and documentation.
• Ability to stand for long periods; frequent walking, bending, stooping, kneeling, twisting, and turning.
• Ability to lift or maneuver items up to 50 lbs; manual dexterity and good hand‑eye coordination required.
• Use of cleaning supplies and equipment as needed.
• Availability to work nights, weekends, and holidays; schedule varies. Occasional overnight travel may be required.
• Reliable attendance required.
• Ability to use calculators, keyboards, telephones, computers, and other office equipment.
• Compliance with grooming standards and dress code, including safety shoes, gloves, aprons, and head coverings.

Work Environment

• Primarily works in a temperature‑controlled store environment.
• Occasional exposure to varying weather conditions during outdoor duties.
• Exposure to parking lot traffic, maneuvering carts, and slippery or uneven surfaces during inclement weather.
• Frequent exposure to and handling of cold product.