DUTIES AND RESPONSIBILITIES — Service Operations Manager Customer Service & Front-End Experience

Champion corporate and division customer service programs to meet or exceed established customer service goals.
Address and resolve customer complaints professionally; escalate to the Store Director when appropriate.
Answer and respond to incoming calls in a courteous, timely manner.
Serve as an overflow cashier when needed to support customer traffic.

Front-End Leadership & Staff Management

Manage and schedule Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks.
Create and post department schedules in a timely manner using approved scheduling programs; communicate schedule changes as needed.
Supervise daily front-end operations including:
- Customer traffic flow
- Checkout lane coverage
- Cleanliness and appearance of checkstands, sales floor, restrooms, entryway, and parking lot
Coordinate front‑end employee training in partnership with the Administrative Coordinator.
Interview and recommend candidates for hire; recommend corrective actions for front-end employees as needed.
Maintain confidentiality regarding employee information, store performance, and company data.

Operational Compliance & Policy Enforcement

Ensure compliance with company policies and procedures including:
- Cash handling
- Employee purchase policy
- Restricted product sales (alcohol/tobacco)
- Coupon and gift card policies
- Scan accuracy
- Scheduling of minors
- Product return policy
- WIC
- Sanitation, safety, and security protocols
- Grooming and dress code
- Check acceptance procedures
Ensure accurate operation of the Point of Sale (POS) system and take corrective action when necessary.
Implement emergency procedures during equipment or software malfunctions.

Cash Management & Loss Prevention

Oversee cash flow requirements including deposits, armored car service, safe transactions, till assignments, pickups, check approvals, and refunds.
Ensure completion and accuracy of all front‑end forms and records.
Investigate and resolve cash variances, voids, refunds, and balance irregularities in partnership with the Administrative Coordinator, Service Operations Assistant, and Service Supervisor.
Work with Division Loss Prevention and store leadership to reduce shrink and address cash handling issues.
Support Administrative Coordinator with cash office concerns and reconciliation tasks.

Merchandising & Store Appearance

Maintain the fresh, full appearance of checkstand merchandisers.
Ensure checkstands remain clean, organized, and properly signed.
Ensure front‑end equipment remains operational and coordinate repairs or replacements as needed.
Coordinate and implement front‑end programs including community relations promotions to help the store meet division goals.

Reporting, Records & Administrative Tasks

Manage departmental budgets and financial objectives including:
- Service scores
- Sales
- Quarterly labor
- Bag expenses
- Cash over/short reporting
- Check expense projections
Review refund, void, and override reports to prevent excessive or inappropriate use.
Maintain accurate departmental documentation and records.
Attend required meetings, trainings, and updates.

Professional Accountability

Perform all job duties with honesty, integrity, and in full compliance with company policies and procedures.
Maintain confidentiality regarding personnel matters, store sales, and company operations.
Perform additional responsibilities as required.

Albertsons Companies is at the forefront of the revolution in retail. Committed to innovation and fostering a culture of belonging, our team is united with a unique purpose: to bring people together around the joys of food and to inspire well-being. We want talented individuals to be part of this journey!

Locally great and nationally strong, Albertsons Companies (NYSE: ACI) is a leading food and drug retailer in the U.S. We operate over 2,200 stores, 1,732 pharmacies, 405 fuel centers, 22 distribution facilities, and 19 manufacturing plants across 34 states and the District of Columbia. Our well-known banners include Albertsons, Safeway, Vons, Jewel-Osco, ACME, Shaw’s, Tom Thumb, United Supermarkets, United Express, Randalls, Albertson’s Market, Pavilions, Star Markets, Market Street, Carrs, Haggen, Lucky, Amigos, Andronico’s Community Markets, King’s, Balducci’s, and Albertson’s Market Street.

Our vision is to be a retail leader admired for national strength with deep local roots, offering an easy, fun, friendly, and inspiring experience, no matter how customers choose to shop with us. We celebrate the rich diversity of the communities we serve, and strive to create a workplace where everyone has equal access to opportunities and resources, and can fully contribute to their and our company’s success.

Bring your flavor

Building the future of food and well-being starts with you. Join our team and bring your best self to the table.

Disclaimer

The above statements are intended to describe the general nature of work performed by the employees assigned to this job and are not the official job description for the position. All employees must comply with Company, Division, and Store policies and applicable laws. The responsibilities, duties, and skills of personnel may vary within store and/or from store to store and the official job description will be provided during the application process.

Albertsons is an Equal Opportunity Employer

This Company is an Equal Opportunity Employer, and does not discriminate on the basis of race, gender, ethnicity, religion, national origin, age, disability, veteran status, gender identity/expression, sexual orientation, or on any other basis prohibited by law. Consistent with applicable state and local law, the Company will consider for employment qualified applicants with arrest and conviction records.

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at 1-888-255-2269(option #4).

Pay Transparency:

Starting rates will be no less than the local minimum wage and may vary based on things like location, experience, qualifications, and the terms of any applicable collective bargaining agreement. Candidates with unique qualifications may be considered for compensation above this range. Dependent on length of service, hours worked, any applicable collective bargaining agreement and/or Company policy, benefits may include medical, dental, vision, disability and life insurance, sick pay*, PTO/Vacation pay*, paid holidays*, bereavement pay and retirement benefits (pension and/or 401(k) eligibility). Associates in this position may be eligible for a quarterly bonus, subject to Company bonus plans. Applications are accepted on an on-going basis.

*For roles in Washington State: Sick pay and PTO/Vacation pay are accrued based on hours worked and paid holidays are issued at 7-9 days annually.

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