Service Operations Manager

The Service Operations Manager (SOM) is responsible for leading front‑end store operations, customer service execution, and associate engagement. This role partners closely with the Store Director to ensure operational excellence, financial controls, compliance, and a consistently high‑quality customer experience. The SOM plays a critical role in developing front‑end leaders, maintaining service standards, and driving store performance.

• Lead, coach, and develop front‑end department leaders and associates.
• Promote a positive, customer‑focused culture built on accountability and teamwork.
• Support hiring, onboarding, training, and succession planning for service leadership roles.
• Provide regular performance feedback and address associate relations concerns appropriately.

• Oversee daily front‑end operations including customer service, checkout efficiency, and facility readiness.
• Ensure service standards, policies, and procedures are executed consistently.
• Monitor opening and closing procedures to ensure accuracy and compliance.
• Partner with department leadership to support overall store operations.

• Maintain strict adherence to cash handling, balancing, and bookkeeping procedures.
• Review and investigate over/short trends and take corrective action.
• Ensure proper controls are in place to reduce loss and protect company assets.
• Support labor planning and scheduling to meet service demands while controlling costs.

• Drive exceptional customer service by addressing escalations promptly and professionally.
• Analyze customer feedback and service metrics to identify improvement opportunities.
• Ensure a clean, safe, and welcoming front‑end environment.
• Actively model customer‑first behaviors on the sales floor.

• Ensure compliance with company policies, food safety, HR procedures, and legal requirements.
• Maintain audit readiness for front‑end operations, cash controls, and HR compliance.
• Reinforce safety standards and partner with leadership to reduce incidents.
• Support I‑9, E‑Verify, onboarding, and training compliance expectations.

• Partner with the Store Director, Assistant Store Directors, and department leaders on store priorities.
• Communicate operational updates clearly and consistently to the service team.
• Work closely with Talent Acquisition, HR, and Learning partners to support store needs.

• Previous retail or grocery leadership experience.
• Strong operational knowledge of front‑end service and customer experience.
• Demonstrated ability to lead teams and manage performance.
• Strong communication, organization, and problem‑solving skills.

• Prior Service Operations Manager or equivalent leadership experience.
• Experience with cash controls, scheduling, and labor management tools.
• Familiarity with company systems and front‑end operational processes.

• Full‑time leadership role with flexible scheduling.
• Includes evenings, weekends, and holidays based on business needs.
• Requires extended periods of standing, walking, and active floor leadership.