Service Operations Manager
Why choose us?
Are you ready to take the next step in your career? Join us for an exciting opportunity at Albertsons Companies, where innovation and customer service go hand-in-hand!
At Albertsons Companies, we are looking for someone who’s not just seeking a job, but someone who wants to make an impact. In this role, you’ll have the opportunity to lead, innovate, and contribute to the growth of a company that values great service and lasting customer relationships. This position offers the chance to work in a fast-paced, dynamic environment that’s constantly evolving.
The Service Operations Manager is responsible for overseeing front-end operations and delivering an exceptional customer experience through effective leadership, operational excellence, and strong team development. This position manages front-end service functions, Drive Up & Go operations, customer service activities, labor utilization, and store-wide service standards while ensuring efficient execution of company programs and compliance with policies and procedures.
Key Responsibilities Customer Service & Store Experience- Promote a customer-first culture and ensure exceptional service throughout the store.
- Lead by example in delivering friendly, professional, and efficient customer interactions.
- Resolve customer concerns, complaints, and service recovery situations in a timely and professional manner.
- Monitor service metrics and implement strategies to improve customer satisfaction.
- Ensure checkout areas, service desks, and customer-facing operations are clean, organized, and welcoming.
- Oversee all front-end functions including cashiering, courtesy clerks, customer service, self-checkout operations, and service desk activities.
- Ensure efficient customer flow and appropriate staffing levels during peak business periods.
- Monitor checkout productivity, wait times, and service standards.
- Maintain compliance with cash handling, till accountability, and operational procedures.
- Support execution of company initiatives, promotions, and customer service programs.
- Oversee Drive Up & Go operations to ensure timely order fulfillment and exceptional customer service.
- Monitor order accuracy, productivity, staffing, and customer satisfaction metrics.
- Develop processes that improve operational efficiency and customer experience.
- Ensure associates are properly trained on Drive Up & Go procedures and technology.
- Support growth in digital sales through strong operational execution.
- Recruit, train, coach, and develop front-end and service operation associates.
- Build schedules that support service standards while effectively managing labor expenses.
- Conduct performance coaching and provide regular feedback to team members.
- Foster a culture of accountability, teamwork, engagement, and inclusion.
- Prepare associates for advancement through ongoing development opportunities.
- Manage labor, productivity, and departmental expenses to achieve operational goals.
- Monitor sales, service, and labor reports to identify opportunities for improvement.
- Support store profitability through effective labor planning and operational execution.
- Ensure accurate execution of cash office procedures and financial controls.
- Assist store leadership with achieving operational and financial objectives.
- Ensure compliance with company policies, safety standards, and regulatory requirements.
- Promote workplace safety and safe operating practices throughout the store.
- Investigate and document incidents according to company procedures.
- Ensure associates complete required training and certifications.
- Maintain confidentiality and security of customer and company information.
- Partner with store leadership to achieve overall store goals and objectives.
- Support execution of merchandising, seasonal, and promotional programs.
- Serve as Manager on Duty when assigned.
- Communicate company initiatives and operational priorities effectively to associates.
- Participate in store planning, staffing, and business strategy discussions.
- High school diploma or equivalent.
- Previous retail leadership or management experience required.
- Strong customer service and team leadership skills.
- Experience managing multiple priorities in a fast-paced environment.
- Strong communication, organizational, and problem-solving abilities.
- 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 dynamic retail environment with changing priorities.
- Leadership and team development
- Customer focus
- Operational excellence
- Drive Up & Go knowledge
- Labor and productivity management
- Communication and collaboration
- Problem-solving and decision-making
- Conflict resolution
- Organization and accountability
- Adaptability and results orientation
The Service Operations Manager plays a vital role in delivering an exceptional customer experience by leading front-end operations, developing high-performing teams, supporting digital fulfillment services, and ensuring operational excellence throughout the store.
We also provide a variety of benefits including:
- Competitive wages paid weekly
- Associate discounts
- Health and financial well-being benefits for eligible associates (Medical, Dental, 401k and more!)
- Time off (vacation, holidays, sick pay). For eligibility requirements please visit myACI Benefits
- Leaders invested in your training, career growth and development
- An inclusive work environment with talented colleagues who reflect the communities we serve
Our Values – Click below to view video: ACI Values