Job Summary:

The Service Operations Manager is responsible for overseeing the front‑end operations of the store, including customer service, cash office functions, staffing, and service standards. This role ensures a positive customer experience while driving operational efficiency, compliance, and associate development in alignment with company policies and performance expectations.

Key Responsibilities:

Customer Experience & Front‑End Operations

• Lead and manage all front‑end service operations, ensuring exceptional customer service at all times.
• Resolve customer concerns promptly and professionally, escalating as needed.
• Maintain front‑end standards related to cleanliness, organization, and service flow.

Leadership & Team Management

• Lead, coach, train, and develop Service Supervisors, Service Coordinators, and front‑end associates.
• Create effective work schedules to align labor with business needs and service demands.
• Conduct performance observations, provide feedback, and support ongoing associate development.
• Foster a positive, inclusive, and safety‑focused work environment.

Cash Office & Financial Controls

• Oversee cash handling procedures, cash office operations, and safe funds management.
• Ensure compliance with company policies related to tender types, refunds, and audits.
• Investigate and address over/short trends and partner with leadership on corrective actions.

Operational Excellence & Compliance

• Ensure adherence to company policies, safety procedures, and regulatory requirements.
• Support store execution of loss prevention initiatives and shrink reduction strategies.
• Maintain accurate reporting, documentation, and completion of required audits.

Collaboration & Store Support

• Partner with Store Leadership to support hiring, onboarding, training, and performance management.
• Support store initiatives, promotions, and seasonal programs as needed.
• Serve as a key communication link between store leadership and the front‑end team.

Knowledge, Skills & Abilities

• Strong leadership, communication, and organizational skills.
• Ability to manage multiple priorities in a fast‑paced retail environment.
• Knowledge of front‑end operations, cash handling, and customer service standards.
• Proficient in basic computer systems and retail technology.
• Ability to motivate teams and drive accountability and results.

Education & Experience:

• High school diploma or equivalent required.
• Previous retail leadership or front‑end management experience preferred.

Physical Requirements:

• Ability to stand, walk, bend, and lift up to 50 pounds.
• Ability to work flexible schedules, including evenings, weekends, and holidays.