Service Operations Manager - Mesquite, TX

Albertsons•Mesquite, TX

7d•Onsite

About The Position

DUTIES AND RESPONSIBILITIES Customer Service Leadership Champion corporate and division customer service programs to meet or exceed division goals. Respond to incoming calls appropriately; resolve customer complaints and escalate to Store Director when necessary. Front-End Operations Management Direct and supervise front-end operations, including: Monitoring customer traffic flow Ensuring coverage of checkout lanes Maintaining cleanliness and appearance of the front-end sales floor, restrooms, entryway, and parking lot Ensure accurate operation and functionality of the Point of Sale (POS) system. Serve as overflow cashier when needed. Staffing & Scheduling Manage and schedule duties for Front-End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks. Create and post department schedules using computer scheduling programs; communicate changes as needed. Interview and recommend hires for Front-End and Courtesy Clerks with Store Director approval. Recommend corrective actions for front-end employees. Financial & Compliance Responsibilities Manage departmental budgets and financial objectives, including: Service scores Sales Quarterly labor Bag expense Cash shortages/overages Check expense projections Handle cash flow requirements: Deposits Armored car service Safe transactions Tills, check approvals, refunds Complete and ensure completion of all front-end forms. Review refund, void, and override reports to control excess transactions. Comply with and enforce company policies, 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, security Grooming and dress code standards Loss Prevention & Problem Resolution Partner with Division Loss Prevention and Administrative Coordinator to resolve cash and shrink issues. Work with Scan/FMC Team to correct scanning file problems promptly. Assist Administrative Coordinator with cash management issues. Training & Development Coordinate front-end employee training in conjunction with Administrative Coordinator. Attend required training and sales meetings. Customer Service Center Duties Oversee front-end duties such as ordering and balancing: Money orders Bus passes Lottery tickets Gift cards Postage Change and commission income items (if applicable) Merchandising & Equipment Maintain fresh, full appearance of checkstand merchandisers and proper signage. Ensure front-end equipment is operational; implement emergency procedures for malfunctions. Community Relations Coordinate and implement front-end programs, including community relations promotions, to help meet division goals. Administrative & Confidentiality Maintain accurate department records and confidentiality regarding employees, store sales, and company information.