Customer Service Operations Specialist

Position Purpose
Provide proactive, positive leadership across Customer Service and Front‑End Operations. This role is responsible for driving an exceptional customer experience while ensuring achievement of budget objectives related to labor, cash control, supplies, and operational expense across all stores in the Division. The Customer Service Operations Specialist oversees the execution of company customer service initiatives, mentors Store Execution and Retail Integrity leadership, and ensures full compliance with company policies, procedures, and systems at the front end.
Key Accountabilities
Customer Service Leadership

• Lead and manage total store Customer Service performance across the Division.
• Promote and reinforce a Service First, Second to None culture with Division staff and store associates.
• Monitor and improve service performance using Customer SAT scores, service shops, and other measurement tools.
• Establish a consistent customer-focused culture and service environment.
• Provide coaching, feedback, and training to improve service execution in stores.
• Define clear objectives and hold teams accountable for results.
• Direct and support special service initiatives and events, including Service Challenges, area meetings, and Store of the Year programs.

Communication and Performance Management

• Translate customer expectations into actionable Division plans, standards, and metrics.
• Measure Division-wide performance against established plans and service metrics.
• Serve as a key communication link between stores and the Division.
• Participate in Division, Area, and store meetings.
• Deliver clear verbal and written communications to store and Division leadership regarding expectations, opportunities, and performance.

Training, Mentorship, and Development

• Plan, facilitate, and support the ongoing development of:

• Service Operations Managers
• Retail Integrity Managers
• Management Trainees
• Service Assistants
• Scan Coordinators

• Reinforce Company Values through effective communication, team development, and structured training programs across all departments.

Compliance and Operational Execution

• Ensure adherence to all company policies, procedures, and regulatory requirements, including:

• Cash management and Retail Integrity standards
• State and Federal regulations

• Oversee ad execution to ensure accuracy between Host pricing systems and POS systems.
• Partner with Loss Prevention to address, resolve, and prevent operational violations.
• Coordinate with Installation Services teams to support timely and effective installation of store systems and equipment.

People Responsibilities

• Direct: None
• Indirect: Front‑End store teams across the Division

Scope

• Responsibility spans multiple states within a Division.
• Supports diverse store environments, including urban and rural markets.

Knowledge, Skills, and Experience
Education

• College degree or equivalent combination of education and relevant work experience.

Experience

• Minimum of 5 years of retail operations experience.
• Prior experience as a Store Director or Assistant Store Director preferred.
• Strong working knowledge of Front‑End operations and systems.

Core Skills and Competencies

• In‑depth knowledge of front‑end operations, cash handling, scanning procedures, and price integrity.
• Strong understanding of Company scanning systems, price maintenance applications, and support practices.
• Experience with scan coordination procedures; retail scanning company experience preferred.
• Comprehensive knowledge of front‑end policies, procedures, and bookkeeping processes.
• Proven ability to lead through influence, collaboration, and teamwork.
• Strong relationship‑building and team‑development skills.
• Excellent verbal and written communication skills with the ability to influence across all organizational levels.
• Solid PC proficiency, including Microsoft Word, Excel, and PowerPoint.
• Strong analytical and problem‑solving capabilities.

Travel Requirements

• Division‑wide travel required, up to 70%.
• Must have reliable transportation and be available for overnight travel when needed.

Physical Environment

• Work is primarily performed in a temperature‑controlled office environment.
• Requires extended periods of sitting and computer use.
• Regular use of standard office equipment.
• Significant time spent traveling throughout the Division, including store visits and meetings.

Disclaimer
This job description describes the general nature and level of work performed and is not intended to be an exhaustive list of all responsibilities, duties, or skills required. Work performance and conduct information may be shared with hiring managers for internal postings and interviews in accordance with company practices.