Service Operations Manager – Job Description Position Summary

The Service Operations Manager is responsible for leading the Front-End and Service Operations teams to ensure exceptional customer service, efficient store operations, and accurate financial processes. This role oversees cashier performance, front‑end productivity, service standards, and compliance with company policies, while supporting overall store leadership in driving a positive shopping experience.

Key Responsibilities Customer Service Leadership Ensure fast, friendly, and efficient customer service at all front‑end touchpoints. Maintain service standards, queue management, and proactive customer engagement. Resolve customer concerns professionally and support associates with escalated issues. Promote a welcoming environment and a high level of service consistency across shifts. Front-End Operations Oversee daily operations of the front end including registers, self‑checkout, SCO attendants, and service areas. Ensure accurate cash handling, safe counts, audits, and adherence to all financial controls. Monitor labor scheduling, front‑end coverage, and task execution to support business needs. Maintain store cleanliness and appearance standards at the front of the store. Leadership & Team Development Provide direction, coaching, and training to front‑end associates, courtesy clerks, and service teams. Support hiring, onboarding, and ongoing development of front‑end staff. Ensure performance expectations are communicated and reinforced consistently. Promote teamwork, professionalism, and a positive store culture. Productivity, Efficiency & Compliance Oversee adherence to all company, front‑end, and operational procedures. Monitor productivity metrics including scan rates, item verification, and shrink-sensitive behaviors. Ensure compliance with safety, sanitation, and loss‑prevention guidelines. Partner with Asset Protection to identify and address potential shrink opportunities. Store Support & Cross‑Functional Collaboration Assist Store Leadership with opening/closing duties and shift management. Coordinate with all departments to support strong in‑stock conditions and customer flow. Communicate operational updates, service concerns, and staffing needs to Store Leadership. Support execution of promotions, seasonal programs, and corporate initiatives. Qualifications Previous retail or grocery leadership experience preferred. Strong interpersonal, communication, and problem‑solving skills. Ability to lead and motivate teams in a fast‑paced environment. Solid understanding of front‑end operations, cash handling, and customer service best practices. Ability to work a flexible schedule including evenings, weekends, and holidays.