Service Operations Manager

Albertsons Companies•Irving, TX

About The Position

The Service Operations Manager is responsible for overseeing front‑end and customer service operations, including checkstands, customer service desk, bookkeeping, and store support functions. This role ensures an exceptional customer experience, strong operational execution, accurate cash handling, and effective team leadership while supporting store‑wide performance goals. 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.

Requirements

Prior leadership experience in customer service, front‑end, or retail operations.
Demonstrated ability to lead teams and manage high‑volume service environments.
Strong customer service, communication, and problem‑solving skills.
Solid understanding of cash handling, audits, and operational controls.
Ability to work a flexible schedule, including evenings, weekends, and holidays.
Familiarity with POS systems, service desk operations, and reporting tools.
Ability to stand, walk, and move throughout the store for extended periods.
Ability to lift, push, pull, and move items up to company‑defined weight limits.
Ability to work in a fast‑paced, customer‑focused retail environment.

Responsibilities

Lead, coach, and develop service supervisors, customer service staff, and front‑end associates.
Set clear service, productivity, and operational expectations.
Support hiring, onboarding, training, scheduling, and performance management.
Foster a positive, inclusive, and customer‑focused work environment.
Support succession planning and associate development within the service department.
Oversee daily front‑end operations, including checkstands, service desk, and support areas.
Ensure efficient customer flow, staffing coverage, and service execution.
Ensure accurate handling of customer transactions, returns, refunds, and inquiries.
Support consistent execution of company service standards and policies.
Lead service operations during peak periods and address operational challenges in real time.
Oversee cash handling, balancing, and accountability across all service areas.
Ensure compliance with cash control procedures, audits, and documentation requirements.
Investigate and resolve cash variances and discrepancies.
Partner with store leadership and Asset Protection on cash and shrink controls.
Champion a customer‑first culture by modeling service excellence.
Resolve escalated customer concerns professionally and promptly.
Monitor customer feedback and take action to improve service satisfaction.
Ensure consistent execution of service recovery standards.
Ensure compliance with company policies, labor standards, and regulatory requirements.
Maintain a safe, clean, and organized front‑end work environment.
Support loss prevention initiatives and safety programs.
Ensure associates are trained on safety, emergency, and operational procedures.
Partner closely with the Store Director, Assistant Store Director, and department managers.
Coordinate staffing and operational needs with other store departments.
Communicate priorities, expectations, and updates clearly to service teams.
Support store‑wide initiatives, pilots, and operational changes.

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.