Service Operations Manager

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