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Service Operations Manager
Albertsons Companies
Wylie, USA
Full-time
Manager
Onsite
Discovered 5 days ago
Communication
Role Overview
The Service Operations Manager is responsible for leading and managing front-end store operations to deliver exceptional customer service, operational efficiency, and financial performance.
This position oversees key customer-facing departments and functions, including customer service, cash office operations, checkout services, Drive Up & Go (D.U.G.), and front-end staffing.
The Service Operations Manager develops teams, drives customer satisfaction, ensures compliance with company standards, and contributes to overall store success.
Key Skills for This Role
Communication
Full Job Posting
Key Responsibilities
- Customer Service Leadership
- Lead and promote a customer-first culture throughout the store.
- Ensure customers receive prompt, friendly, and professional service.
- Resolve customer concerns, complaints, and escalated service issues.
- Monitor customer satisfaction metrics and implement improvement strategies.
- Develop customer service programs and initiatives that enhance the shopping experience.
- Front-End Operations
- Oversee day-to-day front-end operations, including checkout, service desk, and cash office activities.
- Ensure efficient customer flow and appropriate staffing during peak business periods.
- Monitor transaction accuracy, tender accountability, and cash handling procedures.
- Maintain front-end appearance, organization, and operational standards.
- Support implementation of company programs, promotions, and operational initiatives.
- Drive Up & Go (D.U.G.) Operations
- Support and oversee online shopping and order fulfillment operations.
- Monitor order accuracy, on-time fulfillment, and customer satisfaction performance metrics.
- Ensure associates are trained on systems, procedures, and service expectations.
- Identify opportunities to improve efficiency and productivity within the department.
- Leadership & Team Development
- Recruit, train, coach, and develop department associates and supervisors.
- Foster a culture of accountability, teamwork, and continuous improvement.
- Conduct performance reviews and provide ongoing feedback and coaching.
- Assist with succession planning and talent development initiatives.
- Create a positive work environment that supports employee engagement and retention.
- Financial Performance
- Assist in achieving sales, labor, and profitability objectives.
- Manage labor scheduling and workforce planning based on business needs.
- Monitor productivity metrics and implement corrective action plans when necessary.
- Support shrink reduction and loss prevention efforts.
- Review operational reports to identify opportunities for performance improvement.
- Safety & Compliance
- Ensure compliance with company policies, food safety regulations, and operational procedures.
- Promote workplace safety and maintain a safe environment for employees and customers.
- Conduct and support safety audits, inspections, and incident investigations.
- Ensure compliance with cash handling, asset protection, and security procedures.
Qualifications
- Required
- High school diploma or equivalent.
- Previous supervisory or management experience in retail, grocery, or customer service environments.
- Strong leadership, communication, and organizational skills.
- Ability to lead multiple teams in a fast-paced environment.
- Ability to work a flexible schedule, including evenings, weekends, and holidays.
- Preferred
- Associate's or Bachelor's degree in Business, Retail Management, or a related field.
- Experience managing front-end operations and customer service teams.
- Experience with labor planning, scheduling, and performance management.
- Knowledge, Skills, & Abilities
- Strong leadership and people-development skills.
- Exceptional customer service and conflict-resolution abilities.
- Excellent verbal and written communication skills.
- Ability to analyze operational data and implement solutions.
- Strong organizational, planning, and time-management skills.
- Ability to prioritize competing responsibilities and meet deadlines.
- Proficiency with point-of-sale systems, reporting tools, and Microsoft Office applications.
- Physical Requirements
- Frequently stand and walk for extended periods.
- Lift, push, pull, and carry up to 40 pounds occasionally.
- Bend, reach, squat, and climb as necessary.
- Work in various store environments and conditions.
- We also provide a variety of benefits including:
- Competitive wages paid weekly
- · Access to up to 50% of your earned wages before payday, via our partnership with Stream
- Associate discounts
- Health and financial well-being benefits for eligible associates (Medical, Dental, 401k and more!)
- Time off (vacation, holidays, sick pay). For eligibility requirements please visit myACI Benefits
- Leaders invested in your training, career growth and development
- An inclusive work environment with talented colleagues who reflect the communities we serve
- Our Values – Click below to view video: ACI Values
Preferred Qualifications
- Preferred
About Albertsons Companies
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