Position Summary

The Service Operations Manager is responsible for overseeing all front‑end, customer service, and store service operations to ensure an efficient, friendly, and compliant shopping experience. This role leads service departments, supervises front‑end teams, drives operational standards, and ensures accurate execution of cash handling, service programs, scheduling, customer engagement, and company policies. The Service Operations Manager partners closely with store leadership to support sales goals, labor management, and operational excellence.

Key Responsibilities Customer Service & Front-End Leadership Lead and support all front‑end service teams, ensuring fast, friendly, and accurate customer interactions. Coach and develop associates on customer service standards, courtesy programs, and service recovery. Address customer concerns, escalations, and service‑related issues promptly and professionally. Maintain a strong service culture aligned with company expectations. Operational Execution & Store Support Oversee daily front‑end operations including checkstands, SCO (Self Checkout), service desk, and parcel/checkout processes. Ensure compliance with policies for cash handling, security, returns, and customer transactions. Monitor front‑end scheduling, breaks, and labor usage to align with business needs. Ensure optimal staffing, queue management, and service productivity. Cash Handling, Compliance & Accuracy Ensure accurate cash office processes, including safe counts, till audits, deposits, and reconciliation. Enforce company procedures for cash variances, over/shorts, and compliance reporting. Support audit readiness for front‑end processes, regulatory requirements, and service programs. Uphold all front‑end standards including signage, pricing accuracy, and refund/exchange policy adherence. Training, Coaching & Associate Development Train new and existing service associates, checkers, courtesy clerks, and supervisors. Provide ongoing coaching, performance feedback, and documentation to support associate growth. Assist with hiring, onboarding, scheduling, and evaluating service department staff. Safety, Security & Loss Prevention Ensure front‑end compliance with safety guidelines and emergency procedures. Support shrink reduction, fraud prevention, and monitoring of suspicious activity. Ensure proper handling of restricted items (tobacco, alcohol, gift cards, money services). Reporting, Communication & Administrative Duties Complete daily, weekly, and monthly front‑end reports as required. Maintain communication channels with store leadership, supervisors, and department heads. Support corporate initiatives, new programs, and division service standards. Participate in store meetings and leadership communication sessions. Qualifications Previous front‑end or customer service leadership experience required. Strong knowledge of store operations, cash handling, and service programs. Excellent communication, leadership, and coaching skills. Strong organizational and multitasking ability. Basic computer proficiency (register systems, scheduling tools, MS Office). Ability to work a flexible schedule including evenings, weekends, and holidays. Physical Requirements Ability to stand and move for extended periods. Ability to lift, carry, or push moderate loads as required. Comfortable working in fast‑paced, customer‑facing environments.