Service Operations Manager

Albertsons • Lafayette, LA

2d

About The Position

Description Duties and Responsibilities Customer Service & Service Leadership Champion corporate and division customer service programs to meet or exceed division service goals. Maintain an atmosphere of enthusiastic customer awareness with a focus on fast, friendly service. Respond appropriately to incoming calls; resolve customer complaints and escalate to the Store Director when necessary. Front End Operations & Oversight Direct and supervise all front end operations, ensuring efficient customer traffic flow, appropriate checkout coverage, and a clean, well‑maintained front end, including sales floor, restrooms, entryway, and parking lot. Ensure the accurate operation and functionality of the Point‑of‑Sale (POS) system. Serve as an overflow cashier when needed to support service levels. Scheduling, Staffing & Training 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 on time and communicate changes as needed. Oversee front end employee training in collaboration with the Administrative Coordinator. Interview and recommend hiring decisions for Front End and Courtesy Clerks (with Store Director approval). Recommend corrective actions for front end employees as necessary. Attend required training and sales meetings. Financial Accountability & Cash Management Manage departmental budgets and financial objectives, including service scores, sales targets, quarterly labor, bag expenses, cash shortages/overages, and check expense projections. Oversee cash flow requirements: deposits, armored car service, safe transactions, pickups, tills, check approvals, refunds, and cashier fund monitoring. Ensure accurate completion of all front end forms and documentation. Work with the Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve issues such as cash variances, voids, refunds, till irregularities, and Time Clock/Attendance Policy violations. Partner with the Scan/FMC team to correct scanning file issues promptly. Partner with Division Loss Prevention and Administrative Coordinator to resolve cash and shrink issues. Manage and balance money orders, money transfers, gift cards, postage, lottery, and other commission‑based items (as applicable). Compliance, Policy Enforcement & Security Ensure full compliance with all company policies and procedures, including: Cash handling Employee purchase guidelines Restricted product sales (alcohol/tobacco) Coupon and gift card policies Scan accuracy Scheduling of minors WIC, returns, and exchange policies Sanitation, safety, and security protocols Grooming and dress code standards Check acceptance policies Review refund, void, and override reports to control excessive exceptions. Maintain accurate department records and ensure confidentiality of employee information, store sales, and company data. Ensure front end equipment is operational; take corrective actions and implement emergency procedures for equipment or computer malfunctions. Merchandising & Department Presentation Maintain the fresh, full appearance of checkstand merchandise. Ensure all checkstands are clean, organized, and properly signed. Coordinate and implement front end programs, including community relations promotions, to help meet division goals.

Responsibilities

• Champion corporate and division customer service programs
• Maintain customer awareness
• Respond to incoming calls
• Resolve customer complaints
• Supervise front end operations
• Ensure accurate operation of the Point‑of‑Sale (POS) system
• Serve as an overflow cashier
• 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
• Oversee front end employee training
• Interview and recommend hiring decisions for Front End and Courtesy Clerks
• Recommend corrective actions for front end employees
• Attend required training and sales meetings
• Manage departmental budgets and financial objectives
• Oversee cash flow requirements
• Ensure accurate completion of all front end forms and documentation
• Resolve issues such as cash variances, voids, refunds, till irregularities, and Time Clock/Attendance Policy violations
• Partner with the Scan/FMC team to correct scanning file issues promptly
• Partner with Division Loss Prevention and Administrative Coordinator to resolve cash and shrink issues
• Manage and balance money orders, money transfers, gift cards, postage, lottery, and other commission‑based items
• Ensure full compliance with all company policies and procedures
• Review refund, void, and override reports to control excessive exceptions
• Maintain accurate department records and ensure confidentiality
• Ensure front end equipment is operational
• Maintain the fresh, full appearance of checkstand merchandise
• Ensure all checkstands are clean, organized, and properly signed
• Coordinate and implement front end programs

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed