Service Operations Manager

Job Summary

The Service Operations Manager is responsible for overseeing the front‑end operations of the store, including customer service, cash office functions, staffing, and service standards. This role ensures a positive customer experience while driving operational efficiency, compliance, and associate development in alignment with company policies and performance expectations.

Key Responsibilities

Customer Experience & Front‑End Operations

• Lead and manage all front‑end service operations, ensuring exceptional customer service at all times.
• Resolve customer concerns promptly and professionally, escalating as needed.
• Maintain front‑end standards related to cleanliness, organization, and service flow.

Leadership & Team Management

• Lead, coach, train, and develop Service Supervisors, Service Coordinators, and front‑end associates.
• Create effective work schedules to align labor with business needs and service demands.
• Conduct performance observations, provide feedback, and support ongoing associate development.
• Foster a positive, inclusive, and safety‑focused work environment.

Cash Office & Financial Controls

• Oversee cash handling procedures, cash office operations, and safe funds management.
• Ensure compliance with company policies related to tender types, refunds, and audits.
• Investigate and address over/short trends and partner with leadership on corrective actions.

Operational Excellence & Compliance

• Ensure adherence to company policies, safety procedures, and regulatory requirements.
• Support store execution of loss prevention initiatives and shrink reduction strategies.
• Maintain accurate reporting, documentation, and completion of required audits.

Collaboration & Store Support

• Partner with Store Leadership to support hiring, onboarding, training, and performance management.
• Support store initiatives, promotions, and seasonal programs as needed.
• Serve as a key communication link between store leadership and the front‑end team.

Knowledge, Skills & Abilities

• Strong leadership, communication, and organizational skills.
• Ability to manage multiple priorities in a fast‑paced retail environment.
• Knowledge of front‑end operations, cash handling, and customer service standards.
• Proficient in basic computer systems and retail technology.
• Ability to motivate teams and drive accountability and results.

Education & Experience

• High school diploma or equivalent required.
• Previous retail leadership or front‑end management experience preferred.

Physical Requirements

• Ability to stand, walk, bend, and lift up to 50 pounds.
• Ability to work flexible schedules, including evenings, weekends, and holidays.