Service Operations Manager

Albertsons Companies•Cleburne, TX

About The Position

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.

Responsibilities

Champion corporate and division customer service programs to meet or exceed established customer service goals.
Address and resolve customer complaints professionally; escalate to the Store Director when appropriate.
Answer and respond to incoming calls in a courteous, timely manner.
Serve as an overflow cashier when needed to support customer traffic.
Manage and schedule Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks.
Create and post department schedules in a timely manner using approved scheduling programs; communicate schedule changes as needed.
Supervise daily front-end operations including:
Customer traffic flow
Checkout lane coverage
Cleanliness and appearance of checkstands, sales floor, restrooms, entryway, and parking lot
Coordinate front‑end employee training in partnership with the Administrative Coordinator.
Interview and recommend candidates for hire; recommend corrective actions for front-end employees as needed.
Maintain confidentiality regarding employee information, store performance, and company data.
Ensure compliance with company policies and procedures including:
Cash handling
Employee purchase policy
Restricted product sales (alcohol/tobacco)
Coupon and gift card policies
Scan accuracy
Scheduling of minors
Product return policy
WIC
Sanitation, safety, and security protocols
Grooming and dress code
Check acceptance procedures
Ensure accurate operation of the Point of Sale (POS) system and take corrective action when necessary.
Implement emergency procedures during equipment or software malfunctions.
Oversee cash flow requirements including deposits, armored car service, safe transactions, till assignments, pickups, check approvals, and refunds.
Ensure completion and accuracy of all front‑end forms and records.
Investigate and resolve cash variances, voids, refunds, and balance irregularities in partnership with the Administrative Coordinator, Service Operations Assistant, and Service Supervisor.
Work with Division Loss Prevention and store leadership to reduce shrink and address cash handling issues.
Support Administrative Coordinator with cash office concerns and reconciliation tasks.
Maintain the fresh, full appearance of checkstand merchandisers.
Ensure checkstands remain clean, organized, and properly signed.
Ensure front‑end equipment remains operational and coordinate repairs or replacements as needed.
Coordinate and implement front‑end programs including community relations promotions to help the store meet division goals.
Manage departmental budgets and financial objectives including:
Service scores
Sales
Quarterly labor
Bag expenses
Cash over/short reporting
Check expense projections
Review refund, void, and override reports to prevent excessive or inappropriate use.
Maintain accurate departmental documentation and records.
Attend required meetings, trainings, and updates.
Perform all job duties with honesty, integrity, and in full compliance with company policies and procedures.
Maintain confidentiality regarding personnel matters, store sales, and company operations.
Perform additional responsibilities as required.