Position Summary

The Service Operations Manager oversees front‑end and customer service operations to ensure a safe, efficient, and customer‑focused shopping experience. This role is responsible for driving service standards, labor execution, cash handling accuracy, and associate development while supporting store leadership and overall operational performance.

Key Responsibilities Front‑End & Service Operations

• Oversee daily front‑end operations including checkstands, self‑checkout, service desk, and related service areas.
• Ensure proper staffing, coverage, and traffic flow to meet customer service expectations.
• Maintain high standards of cleanliness, organization, and safety throughout service areas.
• Support opening, closing, and peak‑period execution.

Customer Experience

• Champion a customer‑first culture and model outstanding service behaviors.
• Address and resolve customer concerns promptly and professionally.
• Monitor service levels, wait times, and customer feedback to identify opportunities for improvement.

Leadership & Team Development

• Hire, train, coach, and develop front‑end supervisors and service associates.
• Schedule labor to meet operational needs while controlling costs.
• Set clear expectations and hold associates accountable for performance and service standards.
• Provide ongoing feedback, recognition, and performance discussions.

Cash Handling & Controls

• Ensure compliance with all cash handling, accounting, and auditing procedures.
• Monitor tills, safe counts, and cash controls; research and resolve variances.
• Support loss prevention initiatives and shrink reduction efforts.

Compliance & Safety

• Ensure adherence to company policies, safety standards, and applicable regulations.
• Promote a safe working and shopping environment for associates and customers.
• Support emergency response procedures and incident reporting.

Operational Performance

• Monitor key service, labor, and operational metrics.
• Identify trends and implement action plans to improve efficiency and results.
• Partner with store leadership to support overall store goals and initiatives.

Qualifications Required

• Prior retail management or front‑end leadership experience.
• Strong customer service, leadership, and communication skills.
• Experience with labor scheduling, cash handling, and operational controls.
• Ability to manage multiple priorities in a fast‑paced environment.
• Flexible availability including nights, weekends, and holidays.
• Ability to stand and move throughout the store for extended periods.

Preferred

• Experience managing front‑end, service desk, or customer service operations.
• Knowledge of service performance metrics and loss prevention practices.
• Experience leading supervisors or team leads.

Working Conditions

• Retail store environment with prolonged standing and walking.
• Frequent customer and associate interaction.
• Fast‑paced service environment during peak business periods.