Service Operations Assistant

The Service Operations Assistant supports the Service Operations Manager in overseeing front-end operations, customer service functions, Drive Up & Go execution, associate development, and daily store operations. This position helps ensure exceptional customer service, efficient checkout performance, labor utilization, and operational excellence while maintaining compliance with company policies and procedures. The Service Operations Assistant assumes leadership responsibilities when the Service Operations Manager is unavailable.

• Promote a customer-first culture and deliver exceptional service throughout the store.


• Assist in resolving customer concerns, complaints, and service recovery situations promptly and professionally.


• Support customer service initiatives that improve the overall shopping experience.


• Monitor front-end conditions to ensure a clean, organized, and welcoming environment.


• Build positive relationships with customers and associates.

• Assist in overseeing cashiering, courtesy clerk, self-checkout, and customer service desk operations.


• Support efficient customer flow and help minimize checkout wait times.


• Monitor service levels and assist with staffing adjustments throughout the day.


• Ensure compliance with cash handling procedures, till accountability, and operational standards.


• Support execution of company promotions, programs, and operational initiatives.

• Assist with daily Drive Up & Go operations to ensure timely and accurate order fulfillment.


• Monitor order accuracy, productivity, and customer satisfaction metrics.


• Support training and development of Drive Up & Go associates.


• Help maintain efficient workflows to support digital sales growth.


• Ensure compliance with company standards and procedures for online order fulfillment.

• Provide direction, coaching, and support to front-end and service operation associates.


• Assist with training, onboarding, and development of new employees.


• Reinforce service standards, operational procedures, and company expectations.


• Foster teamwork, accountability, and a positive work environment.


• Support leadership in recognizing and developing high-performing associates.

• Assist with labor planning, scheduling support, and productivity management.


• Monitor department conditions and identify opportunities for operational improvement.


• Support cash office activities and adherence to financial controls.


• Help ensure store readiness for promotions, seasonal events, and company initiatives.


• Assist with communication of operational priorities and store goals.

• Ensure compliance with company policies, procedures, and safety standards.


• Promote workplace safety and proper operating practices.


• Support incident reporting and documentation processes.


• Help ensure associates complete required training programs.


• Maintain confidentiality and security of customer and company information.

• Support store leadership in achieving operational and customer service objectives.


• Serve as manager-in-charge when assigned.


• Participate in store meetings, training sessions, and operational planning activities.


• Assist with execution of company programs and strategic initiatives.


• Collaborate with department managers to support overall store performance.

• High school diploma or equivalent.


• Previous retail, customer service, or leadership experience preferred.


• Strong customer service and interpersonal skills.


• Effective communication, organizational, and problem-solving abilities.


• Ability to manage multiple priorities in a fast-paced retail environment.


• Ability to work flexible schedules, including evenings, weekends, and holidays.

• Ability to stand and walk for extended periods.


• Ability to bend, reach, lift, and perform repetitive motions throughout the workday.


• Ability to lift and carry up to 50 pounds regularly and heavier loads with assistance when necessary.


• Ability to move throughout all areas of the store safely and efficiently.


• Ability to work in a fast-paced retail environment with changing priorities.

• Customer focus


• Leadership and team development


• Front-end operations knowledge


• Drive Up & Go operations


• Communication and interpersonal skills


• Problem-solving and decision-making


• Labor and productivity awareness


• Organization and attention to detail


• Accountability and dependability


• Adaptability and teamwork

The Service Operations Assistant plays an important role in supporting front-end excellence, customer satisfaction, digital fulfillment services, and associate development while helping ensure efficient store operations and achievement of departmental and store-wide goals.