At Albertsons Companies, we are looking for someone who’s not just seeking a job, but someone who wants to make an impact. In this role, you’ll have the opportunity to lead, innovate, and contribute to the growth of a company that values great service and lasting customer relationships. This position offers the chance to work in a fast-paced, dynamic environment that’s constantly evolving.
Purpose
The Service Operations Manager is responsible for leading the Front-End and Customer Service Department, ensuring exceptional customer service, operational excellence, and financial performance. This position oversees service-related operations, front-end productivity, cashier performance, cash handling procedures, customer satisfaction, and employee development. The Service Operations Manager drives a customer-first culture while ensuring compliance with company policies, safety standards, and operational expectations.
Key Responsibilities Leadership & Team Development
- Lead, coach, train, and develop Service Supervisors, Service Operations Assistants, Cashiers, Courtesy Clerks, Customer Service Clerks, and other front-end employees.
- Recruit, interview, hire, onboard, and retain qualified team members.
- Conduct performance evaluations and provide ongoing coaching and feedback.
- Foster a culture of accountability, teamwork, safety, and customer service excellence.
- Develop schedules that support business needs while effectively managing labor costs.
Customer Service
- Champion exceptional customer service throughout the store.
- Ensure customers receive prompt, friendly, and professional service.
- Resolve customer complaints, concerns, and service recovery situations promptly and effectively.
- Promote customer loyalty through positive interactions and consistent service standards.
- Monitor customer feedback and implement improvement plans when necessary.
Front-End Operations
- Oversee all front-end activities, including checkout operations, customer service desk functions, and courtesy services.
- Ensure adequate staffing levels are maintained throughout operating hours.
- Monitor transaction efficiency, customer wait times, and service performance metrics.
- Coordinate daily front-end operations to maximize productivity and customer satisfaction.
- Ensure all service areas remain organized, clean, and operationally effective.
Cash Handling & Financial Controls
- Ensure compliance with all cash handling, tender accountability, and financial control procedures.
- Oversee register audits, cash counts, safe accountability, and reconciliation processes.
- Investigate discrepancies and implement corrective actions when necessary.
- Protect company assets through proper execution of operational controls and loss prevention practices.
- Ensure accurate execution of refunds, exchanges, and customer transactions.
Operational Execution
- Support store leadership in achieving operational goals and company initiatives.
- Monitor labor productivity and workflow efficiency.
- Coordinate department activities to ensure smooth daily operations.
- Assist with opening, closing, and Manager-on-Duty responsibilities as assigned.
- Ensure operational standards and company procedures are consistently followed.
Performance Management
- Monitor department performance metrics, productivity, service levels, and labor utilization.
- Analyze reports and develop action plans to improve results.
- Support achievement of store sales, service, and profitability objectives.
- Recognize and reward strong employee performance.
- Address performance concerns through coaching and corrective action processes.
Safety & Compliance
- Ensure compliance with company policies, safety standards, and regulatory requirements.
- Maintain a safe shopping and working environment.
- Address safety concerns and incidents promptly.
- Support loss prevention, asset protection, and workplace safety initiatives.
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.
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