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About the Role

The Service Operations Manager is responsible for directing and coordinating all front-end operations, customer service functions, administrative activities, and service-related store operations to achieve sales, labor, customer satisfaction, and profitability goals. This role leads front-end and administrative teams, ensures operational excellence, and supports total store performance through effective leadership, execution, and customer-focused service.

Responsibilities

Recruit, interview, train, coach, and develop front-end and service operations associates.
Build and maintain a culture of accountability, teamwork, inclusion, and customer service excellence.
Conduct performance evaluations and provide ongoing performance feedback.
Recognize and reward strong performance while addressing performance issues appropriately.
Develop future leaders through training, mentorship, and succession planning.
Lead all customer service initiatives to ensure an exceptional shopping experience.
Resolve customer complaints, concerns, and escalated service issues promptly and professionally.
Promote a customer-first culture throughout the store.
Monitor customer service performance and implement improvement plans as needed.
Support community engagement and customer loyalty initiatives.
Direct daily operations of checkout lanes, self-checkout systems, customer service desks, and related service functions.
Ensure appropriate staffing levels to maximize customer service and operational efficiency.
Monitor customer flow, transaction accuracy, and service standards.
Ensure compliance with all cash handling, refund, and transaction procedures.
Drive productivity and operational efficiency across front-end functions.
Oversee cash office operations, financial controls, and reconciliation processes.
Ensure accurate deposits, cash accountability, and recordkeeping.
Maintain payroll, scheduling, workforce management, and reporting activities.
Ensure operational records and documentation are completed accurately and maintained in accordance with company standards.
Protect confidential associate, customer, and business information.
Manage labor budgets and productivity within assigned areas.
Monitor operational metrics, labor costs, and front-end performance indicators.
Support achievement of store sales and profitability objectives.
Minimize shortages, cash variances, and operational losses.
Identify opportunities to improve operational and financial performance.
Maintain a safe environment for customers and associates.
Ensure compliance with company policies, labor laws, and operational procedures.
Support asset protection programs and shrink reduction efforts.
Ensure proper handling of sensitive and confidential information.
Address compliance concerns and operational risks proactively.
Serve as a key member of the store leadership team.
Support store opening, closing, and Manager-on-Duty responsibilities.
Partner with department managers to ensure overall store success.
Lead and support company initiatives, promotions, and operational programs.
Assist with overall store operations as business needs require.

Requirements

Strong leadership and team development skills.
Excellent customer service and communication abilities.
Knowledge of retail operations, front-end management, labor planning, and cash handling procedures.
Ability to analyze reports, operational metrics, and business trends.
Strong organizational, planning, and problem-solving skills.
Ability to manage multiple priorities in a fast-paced environment.
Proficiency with Microsoft Office, workforce management systems, and retail technology platforms.
Ability to maintain confidentiality and exercise sound judgment.

Skills

Leadership
Team Development
Customer Service
Communication
Retail Operations
Front-End Management
Labor Planning
Cash Handling
Data Analysis
Problem-Solving
Time Management
Microsoft Office
Workforce Management Systems
Retail Technology Platforms
Confidentiality
Judgment

Location

Store locations

Work Type

Full-time

Benefits

Competitive wages paid weekly
Access to up to 50% of earned wages before payday via Stream
Associate discounts
Health and financial well-being benefits for eligible associates (Medical, Dental, 401k and more!)
Time off (vacation, holidays, sick pay)
Leaders invested in your training, career growth and development
An inclusive work environment with talented colleagues

About the Company

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.
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.

Equal Opportunity

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).