Service Operations Manager

Albertsons Companies•Dallas, TX

About The Position

Service Operations Manager Duties and Responsibilities Customer Service & Front-End Leadership Champion corporate and division customer service programs to meet or exceed service goals. Direct and supervise all front‑end operations, including customer traffic flow, lane coverage, and the cleanliness of the sales floor, restrooms, entryway, and parking lot. Serve as an overflow cashier when needed. Respond to incoming calls, resolve customer complaints, and escalate issues to the Store Director when appropriate. Staff Management & Scheduling Manage and schedule Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks. Create department schedules using computer scheduling programs; post schedules promptly and communicate changes. Oversee front‑end employee training in coordination with the Administrative Coordinator. Interview and recommend hiring of Front End and Courtesy Clerks with Store Director approval. Recommend corrective action for front‑end employees when necessary. Maintain confidentiality regarding employees, store sales, and company information. Financial Accountability & Cash Management Manage and meet departmental budgets and financial objectives, including service scores, sales, quarterly labor, bag expense, cash shortages/overages, and check expense projections. Ensure accurate operation of the Point of Sale system. Handle all cash flow requirements: deposits, armored car service, safe transactions, till issues/pickups, check/refund approvals, and monitoring cashier funds. Complete and ensure completion of all required front‑end forms. Work with the Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve cash variances, voids, refunds, till irregularities, and Time Clock/Attendance violations. Partner with the Scan/FMC Team to correct scanning file issues promptly. Partner with Division Loss Prevention and the Administrative Coordinator to resolve cash and shrink issues. Assist the Administrative Coordinator with cash management responsibilities. Compliance & Policy Enforcement Ensure full compliance with all company policies and procedures, including: Cash handling Employee purchase Restricted product sales (alcohol, tobacco) Coupon and gift card policies Scan accuracy Scheduling minors Product return policy WIC Sanitation, safety, and security Grooming standards and dress code Check acceptance Maintain accurate department records. Merchandising & Equipment Oversight Maintain fresh, full checkstand merchandisers and ensure proper signage. Maintain cleanliness and organization of checkstands. Ensure all front‑end equipment is operational; take corrective action when needed. Implement emergency procedures in the event of equipment or software malfunctions. Review refund, void, and override reports to control excessive activity. Administrative & Program Support Order and balance money orders, bus passes, lottery, gift cards, postage, change, and commission items (as applicable). Coordinate and implement front‑end programs, including Community Relations promotions, to support division goals. Attend required training and sales meetings. Albertsons Companies is at the forefront of the revolution in retail. Committed to innovation and fostering a culture of belonging, our team is united with a unique purpose: to bring people together around the joys of food and to inspire well-being. We want talented individuals to be part of this journey! Locally great and nationally strong, Albertsons Companies (NYSE: ACI) is a leading food and drug retailer in the U.S. We operate over 2,200 stores, 1,732 pharmacies, 405 fuel centers, 22 distribution facilities, and 19 manufacturing plants across 34 states and the District of Columbia. Our well-known banners include Albertsons, Safeway, Vons, Jewel-Osco, ACME, Shaw’s, Tom Thumb, United Supermarkets, United Express, Randalls, Albertson’s Market, Pavilions, Star Markets, Market Street, Carrs, Haggen, Lucky, Amigos, Andronico’s Community Markets, King’s, Balducci’s, and Albertson’s Market Street. Our vision is to be a retail leader admired for national strength with deep local roots, offering an easy, fun, friendly, and inspiring experience, no matter how customers choose to shop with us. We celebrate the rich diversity of the communities we serve, and strive to create a workplace where everyone has equal access to opportunities and resources, and can fully contribute to their and our company’s success. Bring your flavor Building the future of food and well-being starts with you. Join our team and bring your best self to the table. Disclaimer The above statements are intended to describe the general nature of work performed by the employees assigned to this job and are not the official job description for the position. All employees must comply with Company, Division, and Store policies and applicable laws. The responsibilities, duties, and skills of personnel may vary within store and/or from store to store and the official job description will be provided during the application process. Albertsons is an Equal Opportunity Employer This Company is an Equal Opportunity Employer, and does not discriminate on the basis of race, gender, ethnicity, religion, national origin, age, disability, veteran status, gender identity/expression, sexual orientation, or on any other basis prohibited by law. Consistent with applicable state and local law, the Company will consider for employment qualified applicants with arrest and conviction records. We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at 1-888-255-2269(option #4). Pay Transparency: Starting rates will be no less than the local minimum wage and may vary based on things like location, experience, qualifications, and the terms of any applicable collective bargaining agreement. Candidates with unique qualifications may be considered for compensation above this range. Dependent on length of service, hours worked, any applicable collective bargaining agreement and/or Company policy, 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. Applications are accepted on an on-going basis. 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.

Responsibilities

Champion corporate and division customer service programs to meet or exceed service goals.
Direct and supervise all front‑end operations, including customer traffic flow, lane coverage, and the cleanliness of the sales floor, restrooms, entryway, and parking lot.
Serve as an overflow cashier when needed.
Respond to incoming calls, resolve customer complaints, and escalate issues to the Store Director when appropriate.
Manage and schedule Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks.
Create department schedules using computer scheduling programs; post schedules promptly and communicate changes.
Oversee front‑end employee training in coordination with the Administrative Coordinator.
Interview and recommend hiring of Front End and Courtesy Clerks with Store Director approval.
Recommend corrective action for front‑end employees when necessary.
Maintain confidentiality regarding employees, store sales, and company information.
Manage and meet departmental budgets and financial objectives, including service scores, sales, quarterly labor, bag expense, cash shortages/overages, and check expense projections.
Ensure accurate operation of the Point of Sale system.
Handle all cash flow requirements: deposits, armored car service, safe transactions, till issues/pickups, check/refund approvals, and monitoring cashier funds.
Complete and ensure completion of all required front‑end forms.
Work with the Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve cash variances, voids, refunds, till irregularities, and Time Clock/Attendance violations.
Partner with the Scan/FMC Team to correct scanning file issues promptly.
Partner with Division Loss Prevention and the Administrative Coordinator to resolve cash and shrink issues.
Assist the Administrative Coordinator with cash management responsibilities.
Ensure full compliance with all company policies and procedures, including: Cash handling, Employee purchase, Restricted product sales (alcohol, tobacco), Coupon and gift card policies, Scan accuracy, Scheduling minors, Product return policy, WIC, Sanitation, safety, and security, Grooming standards and dress code, Check acceptance
Maintain accurate department records.
Maintain fresh, full checkstand merchandisers and ensure proper signage.
Maintain cleanliness and organization of checkstands.
Ensure all front‑end equipment is operational; take corrective action when needed.
Implement emergency procedures in the event of equipment or software malfunctions.
Review refund, void, and override reports to control excessive activity.
Order and balance money orders, bus passes, lottery, gift cards, postage, change, and commission items (as applicable).
Coordinate and implement front‑end programs, including Community Relations promotions, to support division goals.
Attend required training and sales meetings.

Benefits

medical
dental
vision
disability and life insurance
sick pay
PTO/Vacation pay
paid holidays
bereavement pay
retirement benefits (pension and/or 401(k) eligibility)
Associates in this position may be eligible for a quarterly bonus, subject to Company bonus plans.