Service Operations Manager

Albertsons Companies•Baton Rouge, LA

About The Position

Service Operations Manager Customer Service & Front‑End Experience Champion corporate and division customer service programs to meet or exceed established service goals. Ensure a positive, efficient customer experience by directing front‑end traffic flow, lane coverage, checkstand efficiency, and timely customer assistance. Handle customer inquiries, complaints, and concerns professionally; escalate to the Store Director as needed. Serve as an overflow cashier when required to support service levels. Front-End Leadership & Staff Management Manage and schedule Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks. Create, post, and communicate department schedules using approved scheduling systems; adjust schedules as needed to meet customer and business demands. Oversee front‑end employee training in partnership with the Administrative Coordinator. Interview and recommend candidates for hire; recommend corrective actions to the Store Director. Maintain confidentiality regarding employee matters, store sales, and company information. Operational Oversight & Compliance Direct and supervise all front‑end operations, including checkstand appearance, restrooms, front entryway, and parking lot cleanliness. Ensure 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 of minors Product return policy WIC Sanitation, safety, and security Grooming and dress code Check acceptance procedures Ensure accurate operation and functionality of the Point‑of‑Sale (POS) system. Implement emergency procedures in the event of equipment or system malfunctions. Cash Management & Loss Prevention Oversee cash flow procedures including deposits, armored car service, safe transactions, till monitoring, approvals for checks and refunds, and cash pickups. Ensure completion and accuracy of all front‑end financial forms and logs. Work with the Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve: Cash variances Voids and refunds Till balance issues Time clock and attendance policy concerns Partner with Scan/FMC Teams to correct scan‑file issues in a timely manner. Partner with Division Loss Prevention and the Administrative Coordinator to resolve shrink and cash‑related issues. Merchandising & Store Presentation Maintain a fresh, full appearance of checkstand merchandisers and ensure accurate and compliant signage. Oversee ordering, selling, and balancing of: Money orders Bus passes Lottery Gift cards Postage Change and commission‑based items Support front‑end initiatives and community relations promotions to help stores meet division goals. Reporting & Performance Management Manage departmental budgets and financial targets, including service scores, sales, quarterly labor goals, bag expenses, cash over/short, and check expense projections. Review refund, void, and override reports regularly to prevent excessive or improper usage. Maintain accurate department documentation, logs, and reporting tools. Attend required training and sales meetings; communicate sales goals, performance, and opportunities to the team. Professionalism & Compliance Perform all job responsibilities with honesty, integrity, and full adherence to company policies and procedures. Maintain a safe working environment and ensure compliance with all workplace safety requirements. Other Responsibilities Perform other necessary and required duties as assigned. 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).

Responsibilities

Champion corporate and division customer service programs to meet or exceed established service goals.
Ensure a positive, efficient customer experience by directing front‑end traffic flow, lane coverage, checkstand efficiency, and timely customer assistance.
Handle customer inquiries, complaints, and concerns professionally; escalate to the Store Director as needed.
Serve as an overflow cashier when required to support service levels.
Manage and schedule Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks.
Create, post, and communicate department schedules using approved scheduling systems; adjust schedules as needed to meet customer and business demands.
Oversee front‑end employee training in partnership with the Administrative Coordinator.
Interview and recommend candidates for hire; recommend corrective actions to the Store Director.
Maintain confidentiality regarding employee matters, store sales, and company information.
Direct and supervise all front‑end operations, including checkstand appearance, restrooms, front entryway, and parking lot cleanliness.
Ensure compliance with all company policies and procedures
Ensure accurate operation and functionality of the Point‑of‑Sale (POS) system.
Implement emergency procedures in the event of equipment or system malfunctions.
Oversee cash flow procedures including deposits, armored car service, safe transactions, till monitoring, approvals for checks and refunds, and cash pickups.
Ensure completion and accuracy of all front‑end financial forms and logs.
Work with the Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve cash variances, voids and refunds, till balance issues, time clock and attendance policy concerns
Partner with Scan/FMC Teams to correct scan‑file issues in a timely manner.
Partner with Division Loss Prevention and the Administrative Coordinator to resolve shrink and cash‑related issues.
Maintain a fresh, full appearance of checkstand merchandisers and ensure accurate and compliant signage.
Oversee ordering, selling, and balancing of money orders, bus passes, lottery, gift cards, postage, change and commission‑based items
Support front‑end initiatives and community relations promotions to help stores meet division goals.
Manage departmental budgets and financial targets, including service scores, sales, quarterly labor goals, bag expenses, cash over/short, and check expense projections.
Review refund, void, and override reports regularly to prevent excessive or improper usage.
Maintain accurate department documentation, logs, and reporting tools.
Attend required training and sales meetings; communicate sales goals, performance, and opportunities to the team.
Perform all job responsibilities with honesty, integrity, and full adherence to company policies and procedures.
Maintain a safe working environment and ensure compliance with all workplace safety requirements.
Perform other necessary and required duties as assigned.