Service Operations Manager – Duties & ResponsibilitiesCustomer Service & Front‑End Leadership
Champion Company and Division customer service programs to meet or exceed customer service goals.
Ensure a customer‑focused environment at the front end, addressing concerns and resolving complaints professionally.
Answer and respond appropriately to incoming calls; escalate issues to the Store Director as appropriate.
Serve as an overflow cashier when needed to support customer flow and service standards.
Front‑End Operations & Execution
Direct and supervise all front‑end operations including checkout lanes, customer service center, self‑checkout, and courtesy services.
Manage customer traffic flow and ensure adequate lane coverage during peak and off‑peak periods.
Maintain cleanliness and appearance of the checkout areas, restrooms, store entrance, and parking lot.
Ensure front‑end equipment and POS systems are functioning properly; implement emergency procedures for system or equipment failures.
Assist in maintaining fresh, full, and properly signed checkstand merchandising.
Staffing, Scheduling & Supervision
Manage and schedule duties of Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks.
Create department schedules using computer scheduling programs to meet customer needs and labor targets.
Post schedules timely and communicate changes clearly to associates.
Interview candidates and provide hiring recommendations for Front End and Courtesy Clerks with Store Director approval.
Provide performance feedback and recommend corrective action for front‑end associates as needed.
Cash Management & Financial Controls
Manage departmental budgets and financial objectives, including service scores, labor, bag expense, cash shortages/overages, and check expense controls.
Oversee cash flow functions including deposits, safe procedures, armored car service, tills, refunds, check approvals, and pickups.
Review refunds, voids, and override reports to control excessive usage.
Balance and oversee money orders, money transfers, gift cards, lottery, postage, commissions, and change funds where applicable.
Complete and ensure completion of all front‑end financial forms and reports.
Partner with Administrative Coordinators, Service Operations Assistants, and Service Supervisors to resolve cash variances, attendance issues, and time‑clock violations.
Compliance, Safety & Loss Prevention
Ensure compliance with Company policies and procedures including:
Cash handling
Employee purchases
Restricted product sales (alcohol/tobacco)
Coupon and gift card policies
Scan accuracy
Minor scheduling
WIC
Product returns
Safety, sanitation, security
Grooming and dress code standards
Partner with Division Loss Prevention and Administrative Coordinator to resolve cash and shrink issues.
Support Administrative Coordinator with cash‑management‑related concerns.
Training & Development
Coordinate and oversee front‑end training programs in partnership with the Administrative Coordinator.
Ensure associates are trained and compliant with policies, procedures, and customer service expectations.
Attend required meetings, sales meetings, and training sessions.
Programs, Reporting & Confidentiality
Coordinate and implement front‑end programs, including Community Relations initiatives, to support Division goals.
Maintain accurate department records and documentation.
Safeguard confidentiality regarding associates, store sales, and Company information.
