Service Operations Manager

Duties and Responsibilities

• Champion corporate and division customer service programs to meet or exceed service goals.
• Ensure fast, friendly, and efficient service at all front‑end touchpoints.
• Answer and respond to incoming calls appropriately; resolve customer complaints and elevate to the Store Director as needed.
• Maintain confidentiality regarding employee information, store sales, and company data.

• Manage and schedule Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks.
• Create department schedules using computer‑based scheduling programs; post schedules in a timely manner and communicate changes when appropriate.
• Coordinate and implement front‑end employee training in partnership with the Administrative Coordinator.
• Interview and recommend candidates for Front End Clerk and Courtesy Clerk positions; recommend corrective action to the Store Director as needed.
• Serve as an overflow cashier when required to support service levels.

• Direct and supervise front‑end operations, including customer traffic flow, lane coverage, and overall sales floor presentation.
• Oversee the cleanliness and appearance of the front end, check stands, restrooms, entryway, and parking lot.
• Maintain check stand merchandising to ensure a fresh, full appearance with proper signage.

• Manage departmental budgets and financial objectives, including service scores, sales, labor, bag expense, cash shortages/overages, and check expense projections.
• Oversee cash flow functions: deposits, armored car service, safe transactions, till management, funds distribution, check approvals, refunds, and pickups.
• Complete and ensure accuracy of all front‑end forms and documentation.
• Partner with Administrative Coordinator and Service Operations Assistant to resolve issues related to cash variances, voids, refunds, till balancing, and Time Clock and Attendance violations.
• Work with Scan/FMC teams to resolve scanning file issues promptly.
• Partner with Division Loss Prevention and Administrative Coordinator to address cash‑related or shrink issues.
• Maintain responsibility for money orders, bus passes, lottery, gift cards, postage, change, and commission‑income items (when applicable); ensure proper balancing.
• Review refunds, voids, and override reports to control excess transactions.

• Ensure compliance with all company policies and procedures, including:
  • Cash handling
  • Employee purchase policy
  • Restricted product sales (alcohol, tobacco)
  • Coupon and gift card policies
  • Scan accuracy
  • Scheduling of minors
  • Product return policy
  • WIC regulations
  • Sanitation, safety, and security policies
  • Grooming and dress code standards
  • Labeling and point‑of‑sale regulations
• Ensure accurate operation and functionality of the Point of Sale (POS) system.
• Implement emergency procedures in the event of computer or equipment malfunctions.

• Ensure safety, cleanliness, and sanitation across all front‑end work areas and equipment.
• Comply with all workplace safety rules and regulations.
• Maintain accurate department records and ensure integrity in all operations.

• Coordinate and implement front‑end programs, including community relations promotions, to support Division goals.
• Attend all required training and sales meetings.