Service Operations Manager

Albertsons Companies • Addison, TX

11d

About The Position

Duties & Responsibilities Customer Service & Corporate Program Execution
Champion corporate and division customer service programs to meet or exceed division service goals.
Ensure consistent delivery of fast, friendly, and accurate customer service across all front‑end operations.
Respond appropriately to incoming calls, resolve customer complaints, and escalate issues to the Store Director as needed.
Front End Leadership & Staff Management
Manage and schedule Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks.
Oversee front end employee training in coordination with the Administrative Coordinator.
Interview and recommend hires for Front End Clerks and Courtesy Clerks (with Store Director approval).
Recommend corrective action for front end employees as appropriate.
Maintain confidentiality regarding employee issues, store sales, and company information.
Operational Oversight & Floor Management
Direct and supervise front end activities including customer traffic flow, lane coverage, cleanliness, and overall appearance of the sales floor, restrooms, entryway, and parking lot.
Ensure all schedules are created using approved scheduling programs; post schedules on time and communicate changes promptly.
Serve as an overflow cashier when needed to maintain service levels.
Compliance & Company Policy Enforcement
Ensure full compliance with company policies and procedures, including:
Cash handling
Employee purchase policies
Restricted product sales (alcohol/tobacco)
Coupon and gift card policies
Scan accuracy
Scheduling of minors
Product return policy
WIC
Sanitation, safety, and security
Grooming and dress code standards
Check acceptance procedures
Review refunds, voids, and override reports to control excessive transactions.
Financial Accountability & Budget Management
Manage and meet departmental budgets and financial objectives, including:
Service scores
Sales
Quarterly labor
Bag expense
Cash shortages and overages
Check expense projections
Ensure accurate operation of the Point of Sale (POS) system.
Cash Management & Shrink Control
Handle all cash flow requirements including deposits, armored car service, safe transactions, till issues, pickups, check approvals, and refunds.
Complete or ensure completion of all front end forms.
Work with the Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve issues such as:
Cash variances
Voids and refunds
Till balance irregularities
Time Clock and Attendance violations
Partner with Division Loss Prevention and the Administrative Coordinator to resolve shrink and cash‑related issues.
Front End Programs, Merchandising & Equipment
Manage duties related to money orders, bus passes, lottery, gift cards, postage, change, and commission‑income items (where applicable).
Balance money orders, money transfers, lottery, and gift card accounts.
Maintain a fresh, full appearance of checkstand merchandisers and ensure proper signage.
Ensure all front end equipment is operational and take corrective action when needed, including implementing emergency procedures during equipment malfunctions.
Coordinate and implement front end programs such as Community Relations promotions to support division goals.
Recordkeeping & Administrative Duties
Maintain accurate department records, including schedules, cash documentation, compliance forms, and operational reports.
Attend required training and sales meetings to stay updated on programs, procedures, and expectations.

Responsibilities

• Champion corporate and division customer service programs to meet or exceed division service goals.
• Ensure consistent delivery of fast, friendly, and accurate customer service across all front‑end operations.
• Respond appropriately to incoming calls, resolve customer complaints, and escalate issues to the Store Director as needed.
• Manage and schedule Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks.
• Oversee front end employee training in coordination with the Administrative Coordinator.
• Interview and recommend hires for Front End Clerks and Courtesy Clerks (with Store Director approval).
• Recommend corrective action for front end employees as appropriate.
• Maintain confidentiality regarding employee issues, store sales, and company information.
• Direct and supervise front end activities including customer traffic flow, lane coverage, cleanliness, and overall appearance of the sales floor, restrooms, entryway, and parking lot.
• Ensure all schedules are created using approved scheduling programs; post schedules on time and communicate changes promptly.
• Serve as an overflow cashier when needed to maintain service levels.
• Ensure full compliance with company policies and procedures
• Manage and meet departmental budgets and financial objectives
• Ensure accurate operation of the Point of Sale (POS) system.
• Handle all cash flow requirements including deposits, armored car service, safe transactions, till issues, pickups, check approvals, and refunds.
• Complete or ensure completion of all front end forms.
• Work with the Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve issues
• Partner with Division Loss Prevention and the Administrative Coordinator to resolve shrink and cash‑related issues.
• Manage duties related to money orders, bus passes, lottery, gift cards, postage, change, and commission‑income items (where applicable).
• Balance money orders, money transfers, lottery, and gift card accounts.
• Maintain a fresh, full appearance of checkstand merchandisers and ensure proper signage.
• Ensure all front end equipment is operational and take corrective action when needed, including implementing emergency procedures during equipment malfunctions.
• Coordinate and implement front end programs such as Community Relations promotions to support division goals.
• Maintain accurate department records, including schedules, cash documentation, compliance forms, and operational reports.
• Attend required training and sales meetings to stay updated on programs, procedures, and expectations.

Benefits

• benefits may include medical, dental, vision, disability and life insurance, sick pay, PTO/Vacation pay, paid holidays, bereavement pay and retirement benefits (pension and/or 401(k) eligibility)
• Associates in this position may be eligible for a quarterly bonus, subject to Company bonus plans.
• For roles in Washington State: Sick pay and PTO/Vacation pay are accrued based on hours worked and paid holidays are issued at 7-9 days annually.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees