Service Operations Manager

The Service Operations Manager is responsible for overseeing front‑end and customer service operations, including checkstands, customer service desk, bookkeeping, and store support functions. This role ensures an exceptional customer experience, strong operational execution, accurate cash handling, and effective team leadership while supporting store‑wide performance goals.

• Lead, coach, and develop service supervisors, customer service staff, and front‑end associates.
• Set clear service, productivity, and operational expectations.
• Support hiring, onboarding, training, scheduling, and performance management.
• Foster a positive, inclusive, and customer‑focused work environment.
• Support succession planning and associate development within the service department.

• Oversee daily front‑end operations, including checkstands, service desk, and support areas.
• Ensure efficient customer flow, staffing coverage, and service execution.
• Ensure accurate handling of customer transactions, returns, refunds, and inquiries.
• Support consistent execution of company service standards and policies.
• Lead service operations during peak periods and address operational challenges in real time.

• Oversee cash handling, balancing, and accountability across all service areas.
• Ensure compliance with cash control procedures, audits, and documentation requirements.
• Investigate and resolve cash variances and discrepancies.
• Partner with store leadership and Asset Protection on cash and shrink controls.

• Champion a customer‑first culture by modeling service excellence.
• Resolve escalated customer concerns professionally and promptly.
• Monitor customer feedback and take action to improve service satisfaction.
• Ensure consistent execution of service recovery standards.

• Ensure compliance with company policies, labor standards, and regulatory requirements.
• Maintain a safe, clean, and organized front‑end work environment.
• Support loss prevention initiatives and safety programs.
• Ensure associates are trained on safety, emergency, and operational procedures.

• Partner closely with the Store Director, Assistant Store Director, and department managers.
• Coordinate staffing and operational needs with other store departments.
• Communicate priorities, expectations, and updates clearly to service teams.
• Support store‑wide initiatives, pilots, and operational changes.

• Prior leadership experience in customer service, front‑end, or retail operations.
• Demonstrated ability to lead teams and manage high‑volume service environments.
• Strong customer service, communication, and problem‑solving skills.
• Solid understanding of cash handling, audits, and operational controls.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Familiarity with POS systems, service desk operations, and reporting tools.

• Ability to stand, walk, and move throughout the store for extended periods.
• Ability to lift, push, pull, and move items up to company‑defined weight limits.
• Ability to work in a fast‑paced, customer‑focused retail environment.