Service Manager - Lowell

Department:Front End Operations, Hiring, HR, Ecommerce, Maintenance, and Facility

FLSA Status:Salary – Exempt

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The Service Manager is a key member of the store’s leadership team, responsible for supporting overall Front End Operations with a focus on front-end, e-commerce performance, and hiring. This exempt-level position reports to the Store Director and/or Assistant Store Director and directly supervises the Front End Manager, Assistant Front End Manager, and E-Commerce personnel. The Service Manager ensures exceptional customer service, effective front-end execution, and alignment with Strack & Van Til’s mission, vision, values and standards of excellence.

• Reports to:Store Director and/or Assistant Store Director
• Direct Reports:Front End Manager, Assistant Front End Manager, and E-Commerce personnel.
• Indirect Reports:Full- and part-time associates, support staff, and in-store specialists

• Oversees all front-end operations and e-commerce functions to ensure smooth, efficient, and customer-friendly service.
• Directly supervises and develops the Front End Manager, Assistant Front End Manager, and E-Commerce staff.
• Partners with the Store Director and/or Assistant Store Director to ensure department staffing, training, and scheduling meets operational needs.

• Promotes a culture of excellent customer service by modeling positive interactions, promptly addressing concerns, and ensuring front-end staff are welcoming and professional.
• Works on the sales floor to support customer engagement and maintain visibility.
• Monitors and enforces compliance with customer service protocols, courtesy policies, and appearance standards.

• Ensures accurate, efficient, and timely execution of online order fulfillment and customer pickups processes.
• Reviews order accuracy, inventory levels, and fulfillment timing to meet customer expectations and drive satisfaction.
• Collaborates with the Front End Manager and e-commerce teams to resolve any fulfillment or product issues.

• Oversees front-end labor and budget management, including labor scheduling, productivity tracking, and shrink control.
• Monitors cash handling procedures, POS system accuracy, and front-end efficiency to protect company assets.
• Supports implementation of company initiatives, promotions, and customer programs at the front end.

• Ensures adherence to all company policies, safety protocols, and operational guidelines across assigned departments.
• Conducts routine audits and walks to ensure cleanliness, safety, and security standards are maintained.
• Leads or supports training on loss prevention, cash handling, and emergency procedures.
• Partners with other store leaders to ensure alignment across all departments.
• Serves as a point of contact for cross-functional coordination and customer issue resolution.
• Participates in store leadership meetings, communicates updates to front-end and e-commerce teams, and reinforces key priorities.

• Drive store performance to meet or exceed sales goals, labor targets, shrink reduction, and gross margin objectives.
• Analyze KPIs and market trends to inform decision-making and improve operational efficiency.
• Support pricing, promotional, and community outreach strategies in collaboration with leadership.

• Lead recruitment and onboarding of a diverse and community-representative team.
• Provide coaching, performance feedback, and succession planning to build future leaders.
• Ensure consistent application of training and career development initiatives.

• Ensure proper execution of merchandising plans, seasonal transitions, and promotions.
• Monitor inventory levels, manage ordering processes, and reduce shrink through effective controls.
• Review competitor pricing and communicate findings to category buyers.

• Act as a brand ambassador in the store and local community.
• Represent the store at corporate…