Service Operations Manager

Position Summary
The Service Operations Manager oversees front‑end and customer service operations to ensure a safe, efficient, and customer‑focused shopping experience. This role is responsible for operational execution, labor utilization, cash handling accuracy, and associate development while driving service standards and supporting overall store performance.
Key Responsibilities
Front‑End & Service Operations

• Oversee daily front‑end operations including checkstands, self‑checkout, customer service desk, and other service areas.
• Ensure proper staffing, coverage, and traffic flow to meet customer service expectations.
• Maintain high standards of cleanliness, organization, and safety.
• Support opening, closing, and peak‑period execution.

Customer Experience

• Champion a customer‑first culture and model excellent service behaviors.
• Address and resolve customer concerns in a timely and professional manner.
• Monitor service levels and implement improvements to reduce wait times and enhance satisfaction.

Leadership & Team Development

• Hire, train, coach, and develop front‑end supervisors and associates.
• Schedule labor effectively to meet operational needs while controlling costs.
• Communicate expectations clearly and hold associates accountable for performance.
• Provide ongoing feedback, recognition, and performance discussions.

Cash Handling & Controls

• Ensure compliance with all cash handling, accounting, and auditing procedures.
• Monitor tills, safe counts, and cash controls; investigate and resolve variances.
• Support loss prevention initiatives and shrink reduction efforts.

Compliance & Safety

• Ensure adherence to company policies, safety standards, and applicable regulations.
• Promote a safe working and shopping environment for customers and associates.
• Support emergency procedures and incident reporting.

Operational Performance

• Monitor key service, labor, and operational metrics.
• Identify trends and implement action plans to improve efficiency and results.
• Partner with store and department leadership to support overall store goals.

Qualifications
Required

• Prior retail management or front‑end leadership experience.
• Strong customer service, leadership, and communication skills.
• Experience with labor scheduling, cash handling, and operational controls.
• Ability to manage multiple priorities in a fast‑paced environment.
• Flexible availability including nights, weekends, and holidays.
• Ability to stand and move throughout the store for extended periods.

Preferred

• Experience managing front‑end, service desk, or customer service operations.
• Knowledge of loss prevention practices and service performance metrics.
• Experience leading supervisors or team leads.

Working Conditions

• Retail store environment with prolonged standing and walking.
• Frequent customer and associate interaction.
• Fast‑paced service environment, especially during peak business hours.