Service Operations Manager

The Service Operations Manager is responsible for leading and managing front-end store operations to deliver exceptional customer service, operational efficiency, and financial performance. This position oversees key customer-facing departments and functions, including customer service, cash office operations, checkout services, Drive Up & Go (D.U.G.), and front-end staffing. The Service Operations Manager develops teams, drives customer satisfaction, ensures compliance with company standards, and contributes to overall store success.

• Lead and promote a customer-first culture throughout the store.


• Ensure customers receive prompt, friendly, and professional service.


• Resolve customer concerns, complaints, and escalated service issues.


• Monitor customer satisfaction metrics and implement improvement strategies.


• Develop customer service programs and initiatives that enhance the shopping experience.

• Oversee day-to-day front-end operations, including checkout, service desk, and cash office activities.


• Ensure efficient customer flow and appropriate staffing during peak business periods.


• Monitor transaction accuracy, tender accountability, and cash handling procedures.


• Maintain front-end appearance, organization, and operational standards.


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

• Support and oversee online shopping and order fulfillment operations.


• Monitor order accuracy, on-time fulfillment, and customer satisfaction performance metrics.


• Ensure associates are trained on systems, procedures, and service expectations.


• Identify opportunities to improve efficiency and productivity within the department.

• Recruit, train, coach, and develop department associates and supervisors.


• Foster a culture of accountability, teamwork, and continuous improvement.


• Conduct performance reviews and provide ongoing feedback and coaching.


• Assist with succession planning and talent development initiatives.


• Create a positive work environment that supports employee engagement and retention.

• Assist in achieving sales, labor, and profitability objectives.


• Manage labor scheduling and workforce planning based on business needs.


• Monitor productivity metrics and implement corrective action plans when necessary.


• Support shrink reduction and loss prevention efforts.


• Review operational reports to identify opportunities for performance improvement.

• Ensure compliance with company policies, food safety regulations, and operational procedures.


• Promote workplace safety and maintain a safe environment for employees and customers.


• Conduct and support safety audits, inspections, and incident investigations.


• Ensure compliance with cash handling, asset protection, and security procedures.

• High school diploma or equivalent.


• Previous supervisory or management experience in retail, grocery, or customer service environments.


• Strong leadership, communication, and organizational skills.


• Ability to lead multiple teams in a fast-paced environment.


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

• Associate's or Bachelor's degree in Business, Retail Management, or a related field.


• Experience managing front-end operations and customer service teams.


• Experience with labor planning, scheduling, and performance management.

• Strong leadership and people-development skills.


• Exceptional customer service and conflict-resolution abilities.


• Excellent verbal and written communication skills.


• Ability to analyze operational data and implement solutions.


• Strong organizational, planning, and time-management skills.


• Ability to prioritize competing responsibilities and meet deadlines.


• Proficiency with point-of-sale systems, reporting tools, and Microsoft Office applications.

• Frequently stand and walk for extended periods.


• Lift, push, pull, and carry up to 40 pounds occasionally.


• Bend, reach, squat, and climb as necessary.


• Work in various store environments and conditions.