Service Operations Manager

Position Summary

The Service Operations Manager leads front-end operations and service departments to deliver an exceptional customer experience, drive sales performance, and ensure operational excellence. This role is responsible for managing service standards, front-end efficiency, and team development while maintaining a safe, clean, and customer-focused store environment.

Key Responsibilities Front-End & Service Operations

• Oversee all front-end operations including checkstands, self-checkout, customer service desk, and service departments

• Ensure efficient checkout processes, minimizing wait times and maximizing customer satisfaction

• Monitor daily operations to ensure service standards and procedures are consistently executed

• Manage cash handling, tills, and front-end controls to ensure accuracy and compliance

Customer Experience

• Champion a customer-first culture and ensure every customer receives exceptional service

• Resolve customer concerns quickly, professionally, and effectively

• Maintain a clean, organized, and welcoming front-end environment

• Role model service excellence and set expectations for the team

Team Leadership & Development

• Hire, train, and develop front-end supervisors and associates

• Provide coaching, feedback, and performance management to drive engagement and accountability

• Create schedules that align staffing with peak business needs

• Foster a positive, fast-paced, and team-oriented culture

Financial Performance

• Drive front-end productivity and support overall store sales goals

• Monitor labor usage, productivity, and front-end efficiency metrics

• Identify opportunities to improve service speed and reduce operational costs

Safety & Compliance

• Ensure compliance with all company policies, cash handling procedures, and safety programs

• Maintain a safe environment for associates and customers

• Ensure adherence to regulatory and operational standards

Qualifications

• High school diploma or equivalent required

• Previous retail or front-end leadership experience preferred

• Strong leadership, communication, and problem-solving skills

• Ability to manage multiple priorities in a fast-paced environment

• Flexible schedule including evenings, weekends, and holidays

Physical Requirements

• Frequent standing, walking, and movement throughout the store

• Ability to lift up to 25–50 lbs as needed

Key Competencies

• Customer Service Excellence

• Leadership & Team Development

• Operational Efficiency

• Problem Solving & Decision Making

• Communication & Accountability