Service Operations Manager
Position OverviewThe Service Operations Manager is responsible for leading front-end operations, ensuring exceptional customer service, and driving operational efficiency throughout the store. This role oversees Front End, Customer Service, and Drive Up & Go (DUG) operations while supporting overall store performance and team development.Key Responsibilities Front-End & Service OperationsOversee daily front-end operations including registers, service desk, and checkout flowEnsure proper staffing, queue management, and speed of serviceMaintain high standards for cleanliness, organization, and executionSupport Drive Up & Go (DUG) operations to ensure order accuracy and timelinessTeam Leadership & DevelopmentHire, train, and develop front-end supervisors and associatesCreate schedules aligned with business needs and labor goalsProvide coaching, feedback, and accountabilityFoster a high-energy, customer-focused team environmentCustomer ExperienceLead and model exceptional customer serviceEnsure fast, friendly, and accurate service across all service areasResolve escalated customer concerns professionallyPromote a strong customer-first cultureFinancial PerformanceDrive front-end productivity and efficiencyManage labor, overtime, and scheduling effectivenessMonitor key service metrics and implement improvementsSupport overall store sales and performance goalsCash Handling & ComplianceOversee cash control, register accuracy, and balancing proceduresEnsure compliance with all cash handling and audit standardsMonitor POS activity and reduce loss through proper controlsSafety & ComplianceEnsure compliance with company safety and operational standardsMaintain a safe environment for customers and associatesSupport audits, inspections, and corrective actionsEnforce store and front-end proceduresQualificationsPrevious retail or grocery leadership experience preferredStrong leadership and team development skillsExperience in front-end or high-volume customer service environmentsStrong communication, organization, and problem-solving skillsAbility to multitask in a fast-paced settingWork Environment & Physical RequirementsAbility to stand and walk for extended periodsFrequent interaction with customers and team membersFlexible schedule including evenings, weekends, and holidaysKey CompetenciesLeadership & team developmentCustomer service excellenceOperational executionCommunication & conflict resolutionTime management & decision-makingCareer Path OpportunitiesAssistant Store DirectorStore DirectorDistrict or Operations Leadership