Service Operations Manager

Albertsons Companies•Lafayette, LA

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.

Responsibilities

Champion corporate and division customer service programs to meet or exceed division service goals.
Maintain an atmosphere of enthusiastic customer awareness with a focus on fast, friendly service.
Respond appropriately to incoming calls; resolve customer complaints and escalate to the Store Director when necessary.
Direct and supervise all front end operations, ensuring efficient customer traffic flow, appropriate checkout coverage, and a clean, well‑maintained front end, including sales floor, restrooms, entryway, and parking lot.
Ensure the accurate operation and functionality of the Point‑of‑Sale (POS) system.
Serve as an overflow cashier when needed to support service levels.
Manage and schedule Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks.
Create department schedules using computer scheduling programs; post schedules on time and communicate changes as needed.
Oversee front end employee training in collaboration with the Administrative Coordinator.
Interview and recommend hiring decisions for Front End and Courtesy Clerks (with Store Director approval).
Recommend corrective actions for front end employees as necessary.
Attend required training and sales meetings.
Manage departmental budgets and financial objectives, including service scores, sales targets, quarterly labor, bag expenses, cash shortages/overages, and check expense projections.
Oversee cash flow requirements: deposits, armored car service, safe transactions, pickups, tills, check approvals, refunds, and cashier fund monitoring.
Ensure accurate completion of all front end forms and documentation.
Work with the Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve issues such as cash variances, voids, refunds, till irregularities, and Time Clock/Attendance Policy violations.
Partner with the Scan/FMC team to correct scanning file issues promptly.
Partner with Division Loss Prevention and Administrative Coordinator to resolve cash and shrink issues.
Manage and balance money orders, money transfers, gift cards, postage, lottery, and other commission‑based items (as applicable).
Ensure full compliance with all company policies and procedures, including: Cash handling Employee purchase guidelines Restricted product sales (alcohol/tobacco) Coupon and gift card policies Scan accuracy Scheduling of minors WIC, returns, and exchange policies Sanitation, safety, and security protocols Grooming and dress code standards Check acceptance policies
Review refund, void, and override reports to control excessive exceptions.
Maintain accurate department records and ensure confidentiality of employee information, store sales, and company data.
Ensure front end equipment is operational; take corrective actions and implement emergency procedures for equipment or computer malfunctions.
Maintain the fresh, full appearance of checkstand merchandise.
Ensure all checkstands are clean, organized, and properly signed.
Coordinate and implement front end programs, including community relations promotions, to help meet division goals.