Service Operations Manager

Duties & Responsibilities

Customer Service & Corporate Program Execution

• Champion corporate and division customer service programs to meet or exceed division service goals.
• Ensure consistent delivery of fast, friendly, and accurate customer service across all front‑end operations.
• Respond appropriately to incoming calls, resolve customer complaints, and escalate issues to the Store Director as needed.

Front End Leadership & Staff Management

• Manage and schedule Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks.
• Oversee front end employee training in coordination with the Administrative Coordinator.
• Interview and recommend hires for Front End Clerks and Courtesy Clerks (with Store Director approval).
• Recommend corrective action for front end employees as appropriate.
• Maintain confidentiality regarding employee issues, store sales, and company information.

Operational Oversight & Floor Management

• Direct and supervise front end activities including customer traffic flow, lane coverage, cleanliness, and overall appearance of the sales floor, restrooms, entryway, and parking lot.
• Ensure all schedules are created using approved scheduling programs; post schedules on time and communicate changes promptly.
• Serve as an overflow cashier when needed to maintain service levels.

Compliance & Company Policy Enforcement

• Ensure full compliance with company policies and procedures, including:
  • Cash handling
  • Employee purchase policies
  • Restricted product sales (alcohol/tobacco)
  • Coupon and gift card policies
  • Scan accuracy
  • Scheduling of minors
  • Product return policy
  • WIC
  • Sanitation, safety, and security
  • Grooming and dress code standards
  • Check acceptance procedures
• Review refunds, voids, and override reports to control excessive transactions.

Financial Accountability & Budget Management

• Manage and meet departmental budgets and financial objectives, including:
  • Service scores
  • Sales
  • Quarterly labor
  • Bag expense
  • Cash shortages and overages
  • Check expense projections
• Ensure accurate operation of the Point of Sale (POS) system.

Cash Management & Shrink Control

• Handle all cash flow requirements including deposits, armored car service, safe transactions, till issues, pickups, check approvals, and refunds.
• Complete or ensure completion of all front end forms.
• Work with the Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve issues such as:
  • Cash variances
  • Voids and refunds
  • Till balance irregularities
  • Time Clock and Attendance violations
• Partner with Division Loss Prevention and the Administrative Coordinator to resolve shrink and cash‑related issues.

Front End Programs, Merchandising & Equipment

• Manage duties related to money orders, bus passes, lottery, gift cards, postage, change, and commission‑income items (where applicable).
• Balance money orders, money transfers, lottery, and gift card accounts.
• Maintain a fresh, full appearance of check stand merchandisers and ensure proper signage.
• Ensure all front end equipment is operational and take corrective action when needed, including implementing emergency procedures during equipment malfunctions.
• Coordinate and implement front end programs such as Community Relations promotions to support division goals.

Recordkeeping & Administrative Duties

• Maintain accurate department records, including schedules, cash documentation, compliance forms, and operational reports.
• Attend required training and sales meetings to stay updated on programs, procedures, and expectations.