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.
