Service Operations Manager

• Locations 3400 N Belt Line Rd, SUNNYVALE, TX, 75182, US
• Banner Tom Thumb

DUTIES AND RESPONSIBILITIES
Customer Service & Front-End Leadership

• Champion corporate and division customer service programs to meet or exceed division goals.
• Answer and respond to incoming calls; resolve customer complaints and report to Store Director as appropriate.
• Serve as overflow cashier when needed.
• Coordinate and implement front-end programs, including Community Relations promotions, to help the store meet Division goals.

Staff Management

• Manage and schedule duties of Front End Clerks, Courtesy Clerks, Service Operations Assistant, Service Supervisors, and Customer Service Center Clerks.
• Create department schedules using computer scheduling programs; post schedules timely and communicate changes as needed.
• Interview and recommend hires for Front End Clerks and Courtesy Clerks with Store Director approval.
• Recommend corrective actions for front-end employees to Store Director.
• Oversee coordination of front-end employee training in conjunction with the Administrative Coordinator.
• Attend required training and sales meetings.

Operational Oversight

• Direct and supervise front-end operations, including:
  • Monitoring customer traffic flow and checkout lane coverage
  • Maintaining cleanliness and appearance of front-end sales floor, restrooms, entryway, and parking lot
• Ensure accurate operation and functionality of the Point of Sale system.
• Maintain fresh, full appearance of check stand merchandisers and ensure proper signage.
• Ensure front-end equipment is operational; implement emergency procedures for equipment malfunctions.

Financial & Cash Management

• Manage departmental budgets and financial objectives; comply with service scores, sales, quarterly labor, bag expense, cash shortages/overages, and check expense projections.
• Handle cash flow requirements including deposits, armored car service, safe transactions, till issues, approving checks and refunds, and monitoring cashier funds.
• Complete and ensure completion of all front-end forms.
• Review refund, void, and override reports to control excess transactions.
• Responsible for ordering and balancing money orders, bus passes, lottery, gift cards, postage, and commission income items (if applicable).

Compliance & Loss Prevention

• Ensure compliance with Company policies and procedures, including:
  • Cash Handling
  • Employee Purchase
  • Restricted Product Sale (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
• Partner with Division Loss Prevention and Administrative Coordinator to resolve cash and shrink issues.
• Work with Scan/FMC Team to correct scanning file problems promptly.

Administrative Responsibilities

• Maintain confidentiality regarding employees, store sales, and Company information.
• Maintain accurate department records.

Pay Transparency:

Starting rates will be no less than the local minimum wage and may vary based on things like location, experience, qualifications, and the terms of any applicable collective bargaining agreement. Candidates with unique qualifications may be considered for compensation above this range. Dependent on length of service, hours worked, any applicable collective bargaining agreement and/or Company policy, benefits may include medical, dental, vision, disability and life insurance, sick pay, PTO/Vacation pay, paid holidays, bereavement pay and retirement benefits (pension and/or 401(k) eligibility).

Associates in this position may be eligible for a quarterly bonus, subject to Company bonus plans. Applications are accepted on an on-going basis.

* For roles in Washington State:

Sick pay and PTO/Vacation pay are accrued based on hours worked and paid holidays are issued at 7-9 days annually.

• Job Identification 669470
• Job Category Retail, Store Ops
• Posting Date 01/09/2026, 10:06 PM
• Locations 3400 N Belt Line Rd, SUNNYVALE, TX, 75182, US