Service Operations Manager

The Service Operations Manager is first and foremost responsible for guest relations and satisfaction. He/she assumes total store responsibility in Store Director, Assistant Store Director, and Grocery Manager’s absence. He/she serves as Controller of cash and returned check and is responsible for achieving front-end productivity goals while maintaining superior customer service and satisfaction.

Key Responsibilities:

● When a guest enters my area or department, my first and most important responsibility becomes to acknowledge, greet, and engage that guest

● Responsible for hiring, training, scheduling, performance management (to include discipline, separations, etc.) and productivity of all service counter team members, bookkeepers, maintenance, fuel clerks, floral clerks in non-floral stores, checkers and sackers; coordinates scheduling with the Grocery Manager

● Responsible for managing all Service Counter functions

● Responsible for the initial interview for all departments and new team member orientations, including initial and ongoing team member paperwork (including proper documentation when appropriate)

● Responsible for supervising and ensuring proper checking and bagging techniques are being used

● Responsible for ensuring proper bookkeeping procedures are implemented

● Orders supplies for front-end maintenance of store; coordinates needs with Grocery Manager

● Responsible for performance evaluations and coaching sessions of all team members within department and completion in a timely manner

● Reports general store information to the Spirit and Spirit Too publications in stores with no Talent Relations Manager

● Responsible for general public relations and “Spirit” initiatives within the store in stores with no Talent Relations Manager

● Responsible for all payroll and accounting procedures and their implementation in stores with no Talent Relations Manager

● Designates and assigns trainers as necessary

● Responsible for cleanliness and appearance of entire front-end, including check stands, floors, exterior front of store, parking lot, etc.

● In stores without a Talent Relations Manager, the Service Manager serves as the designated human resource manager to handle the hiring, training and orientation objectives

● Responsible for safeguarding, controlling and monitoring all store assets, ensuring policies and procedures are implemented for control of assets

● Provides knowledge to team members regarding team member benefits in stores where a Talent Relations Manager is not present

● Assist with overall guest and team member safety

● Greets and speaks politely with every guest on premises

● Performs other duties as requested or required by management

Key Requirements:

● Must be 18 years of age or older

● High School Diploma or equivalent

● Minimum of 1 year store experience

● Must maintain Certified Food Safety Manager certification

● The Service Manager is required to work an average of 45 hours per week. This will involve multiple opening, closing and day shifts depending on the store needs

● Must be able to lift up to 50 lbs and stand for long periods of time (up to 6 hours)

● Must also be able to bend, lift, and perform all other physical aspects of the job

● Ability to function as a team member and get along with others

This job description is intended to provide a high-level of general requirements for this position. It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations.