Service Operations Manager

Albertsons • Wylie, TX

1d

About The Position

The Service Operations Manager leads and manages front-end store operations to deliver exceptional customer service, operational efficiency, and financial performance. The role oversees customer service, cash office operations, checkout services, Drive Up & Go (D.U.G.), and front-end staffing. The manager develops teams, drives customer satisfaction, ensures compliance with company standards, and contributes to overall store success.

This role leads a customer-first culture, oversees daily front-end and order-fulfillment operations, develops associates and supervisors, supports financial objectives, and promotes safety and compliance. It involves working in a fast-paced store environment and a flexible schedule that may include evenings, weekends, and holidays.

Requirements

• High school diploma or equivalent.
• Previous supervisory or management experience in retail, grocery, or customer service environments.
• Strong leadership, communication, and organizational skills.
• Ability to lead multiple teams in a fast-paced environment.
• Ability to work a flexible schedule, including evenings, weekends, and holidays.
• Strong people-development skills and customer service and conflict-resolution abilities.
• Excellent verbal and written communication skills.
• Ability to analyze operational data and implement solutions.
• Strong planning and time-management skills; ability to prioritize competing responsibilities and meet deadlines.
• Proficiency with point-of-sale systems, reporting tools, and Microsoft Office applications.
• Ability to stand and walk for extended periods; lift, push, pull, and carry up to 40 pounds occasionally; and bend, reach, squat, and climb as necessary.

Nice To Haves

• Associate's or Bachelor's degree in Business, Retail Management, or a related field.
• Experience managing front-end operations and customer service teams.
• Experience with labor planning, scheduling, and performance management.

Responsibilities

• Lead and promote a customer-first culture and ensure customers receive prompt, friendly, and professional service.
• Resolve customer concerns, complaints, and escalated service issues; monitor customer satisfaction metrics and implement improvements.
• Develop customer service programs and initiatives to enhance the shopping experience.
• Oversee daily front-end operations, including checkout, service desk, and cash office activities.
• Ensure efficient customer flow and appropriate staffing during peak business periods.
• Monitor transaction accuracy, tender accountability, and cash handling procedures.
• Maintain front-end appearance, organization, and operational standards.
• Support implementation of company programs, promotions, and operational initiatives.
• Support and oversee online shopping and Drive Up & Go order fulfillment operations.
• Monitor order accuracy, on-time fulfillment, and customer satisfaction performance metrics.
• Ensure associates are trained on systems, procedures, and service expectations, and identify opportunities to improve efficiency and productivity.
• Recruit, train, coach, and develop department associates and supervisors.
• Foster accountability, teamwork, and continuous improvement; conduct performance reviews and provide ongoing feedback and coaching.
• Assist with succession planning and talent development initiatives, and support employee engagement and retention.
• Assist in achieving sales, labor, and profitability objectives.
• Manage labor scheduling and workforce planning based on business needs.
• Monitor productivity metrics and implement corrective action plans when necessary.
• Support shrink reduction and loss prevention efforts; review operational reports to identify performance improvement opportunities.
• Ensure compliance with company policies, food safety regulations, and operational procedures.
• Promote workplace safety and maintain a safe environment for employees and customers.
• Conduct and support safety audits, inspections, and incident investigations.
• Ensure compliance with cash handling, asset protection, and security procedures.

Benefits

• Competitive wages paid weekly.
• Access to up to 50% of earned wages before payday through a partnership with Stream.
• Associate discounts.
• Health and financial well-being benefits for eligible associates, including medical, dental, and 401(k).
• Time off, including vacation, holidays, and sick pay.
• Training, career growth, and development.
• Inclusive work environment with talented colleagues who reflect the communities served.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED