Service Operations Manager

Job Description Purpose

The Service Operations Manager is responsible for overseeing front-end store operations, customer service execution, labor management, compliance, and associate development. This position ensures exceptional customer experiences, efficient service operations, and effective leadership of front-end teams while supporting overall store performance. The Service Operations Manager partners with store leadership to drive sales, operational excellence, and a culture of safety, service, and accountability.

Key Responsibilities Customer Service & Store Operations

• Leads and directs front-end operations to deliver an outstanding customer experience.
• Models and reinforces customer service standards and company values.
• Ensures efficient operation of checkout lanes, customer service desks, self-checkout areas, and related front-end functions.
• Resolves customer concerns and escalates issues when appropriate.
• Monitors service levels and adjusts staffing to meet business needs.
• Maintains a clean, organized, and customer-ready front-end environment.
• Supports store-wide operational goals and initiatives.

Leadership & Talent Development

• Supervises, coaches, and develops Service Supervisors, Customer Service Associates, Cashiers, Courtesy Clerks, and other front-end associates.
• Conducts performance observations and provides timely coaching and feedback.
• Participates in recruiting, interviewing, hiring, onboarding, and training activities.
• Promotes associate engagement, retention, and career development.
• Develops future leaders through mentoring and succession planning.
• Ensures all associates understand and follow company policies and procedures.

Labor & Scheduling Management

• Creates and manages schedules to achieve service standards while maintaining labor budgets.
• Monitors labor productivity and staffing effectiveness.
• Adjusts schedules based on business demands, seasonal trends, and operational requirements.
• Reviews attendance and timekeeping practices to ensure compliance.
• Partners with store leadership to address labor opportunities and challenges.

Compliance & Safety

• Ensures compliance with company policies, cash handling procedures, food safety requirements, and operational standards.
• Maintains accurate records and documentation as required.
• Supports workplace safety initiatives and promotes a safe working environment.
• Conducts routine operational audits and follows up on identified opportunities.
• Ensures completion of required training and compliance programs.

Financial Accountability

• Assists in managing front-end expenses and labor budgets.
• Monitors operational performance metrics and service indicators.
• Supports shrink reduction efforts through proper operational controls.
• Maintains accountability for cash handling, deposits, and front-end financial procedures.
• Identifies opportunities to improve operational efficiency and profitability.

· Access to up to 50% of your earned wages before payday, via our partnership with Stream