Position Overview

The Service Operations Manager is responsible for leading front-end operations, ensuring exceptional customer service, and driving operational efficiency throughout the store. This role oversees Front End, Customer Service, and Drive Up & Go (DUG) operations while supporting overall store performance and team development.

Key Responsibilities Front-End & Service Operations Oversee daily front-end operations including registers, service desk, and checkout flow Ensure proper staffing, queue management, and speed of service Maintain high standards for cleanliness, organization, and execution Support Drive Up & Go (DUG) operations to ensure order accuracy and timeliness Team Leadership & Development Hire, train, and develop front-end supervisors and associates Create schedules aligned with business needs and labor goals Provide coaching, feedback, and accountability Foster a high-energy, customer-focused team environment Customer Experience Lead and model exceptional customer service Ensure fast, friendly, and accurate service across all service areas Resolve escalated customer concerns professionally Promote a strong customer-first culture Financial Performance Drive front-end productivity and efficiency Manage labor, overtime, and scheduling effectiveness Monitor key service metrics and implement improvements Support overall store sales and performance goals Cash Handling & Compliance Oversee cash control, register accuracy, and balancing procedures Ensure compliance with all cash handling and audit standards Monitor POS activity and reduce loss through proper controls Safety & Compliance Ensure compliance with company safety and operational standards Maintain a safe environment for customers and associates Support audits, inspections, and corrective actions Enforce store and front-end procedures Qualifications Previous retail or grocery leadership experience preferred Strong leadership and team development skills Experience in front-end or high-volume customer service environments Strong communication, organization, and problem-solving skills Ability to multitask in a fast-paced setting Work Environment & Physical Requirements Ability to stand and walk for extended periods Frequent interaction with customers and team members Flexible schedule including evenings, weekends, and holidays Key Competencies Leadership & team development Customer service excellence Operational execution Communication & conflict resolution Time management & decision-making Career Path Opportunities Assistant Store Director Store Director District or Operations Leadership