Service Operations Manager

• Locations 1855 12TH AVE NW, ARDMORE, OK, 73401, USli>
• Banner Albertsons

SERVICE OPERATIONS MANAGER – JOB DESCRIPTION

Ensures exceptional customer service across all front-end operations. Directs and controls the activities of the front end in full compliance with company policies and procedures.

• Champions corporate and division customer service programs to meet or exceed customer service goals.
• Manages and schedules duties of Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks.
• Manages departmental budgets and financial objectives, including service scores, sales, quarterly labor, bag expense, cash shortages/overages, and check expense projections.
• Directs and supervises front-end operations, monitors customer traffic flow, ensures lane coverage, and maintains cleanliness of the front-end, restrooms, entryway, and parking lot.
• Ensures compliance with Company policies (Cash Handling, Employee Purchase, Restricted Product Sales, Coupon/Gift Card policies, scan accuracy, scheduling minors, Product Return Policy, WIC, sanitation, safety, security, grooming and dress code, check acceptance, etc.).
• Ensures accurate operation of the Point of Sale system.
• Handles cash flow requirements including deposits, armored car service, safe transactions, issues/pickups, tills, approving checks/refunds, and monitoring cashier funds. Completes all required front-end forms.
• Works with Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve cash variances, voids, refunds, till irregularities, and Time Clock/Attendance violations.
• Works with Scan/FMC Team to correct scanning file issues promptly.
• Partners with Division Loss Prevention and Administrative Coordinator to resolve shrink issues.
• Assists Administrative Coordinator with cash management issues.
• Oversees front-end employee training in coordination with the Administrative Coordinator.
• Responsible for ordering and balancing money orders, bus passes, lottery, gift cards, postage, change, and commission items (if applicable).
• Maintains fresh, full appearance of check stand merchandisers and ensures check stand cleanliness and proper signage.
• Ensures front-end equipment is operational; implements emergency procedures for equipment malfunctions.
• Reviews refund, void, and override reports to control excessive activity.
• Creates department schedules using computer scheduling programs; posts schedules timely and communicates changes.
• Serves as overflow cashier when needed.
• Coordinates and implements front-end programs including Community Relations promotions.
• Interviews and recommends hiring of Front End Clerks and Courtesy Clerks with Store Director approval. Recommends corrective action when needed.
• Attends required training and sales meetings.
• Maintains confidentiality of employee information, store sales, and company data. Maintains accurate department records.
• Responds to incoming calls and resolves customer complaints; reports issues to Store Director as appropriate.
• Performs all duties with honesty, integrity, and in compliance with company policies.
• Produces other necessary and required duties.

• Thorough knowledge of front-end operations, policies, and procedures.
• Ability to perform basic math (addition, subtraction, percentage calculations).
• Friendly, courteous, and able to maintain composure in a fast-paced environment with interruptions and customer concerns.
• Strong written and verbal communication skills; leadership ability; capable of training and developing employees.
• Legible handwriting and ability to follow written instructions.
• Operates front-end systems, computer software, and electronic devices for sales tracking, scheduling, and documentation.
• Stands for long periods; walks, bends, stoops, kneels, twists, and turns frequently.
• Able to lift and maneuver items up to 50 lbs; requires manual dexterity and good hand-eye coordination.
• Uses cleaning supplies and equipment.
• May be required to work nights, weekends, and holidays; schedule varies. Occasional overnight travel may be required. Good attendance…