Customer Service Manager

Category/Area of Expertise:
Retail Operations

Job Requisition: 476369
Address: USA-MA-Peabody-19 Howley Street
Store Code:
Human Resources - Brands 5148906

Stop & Shop has served customers and neighborhoods for more than a century, delivering reliable grocery services while fostering a family‑like workplace culture. We’re looking for a highly motivated, results‑oriented Customer Service Manager to drive operational excellence, community impact, and financial success.

• Department Management
  • Oversee daily operations of Customer Service departments, including Front End, Online Pick‑up, and Cash Office.
  • Ensure sales and profit targets are met or exceeded.
  • Maintain sanitation and safety standards and regulatory compliance.
  • Recruit, hire, orient, and retain high‑performing talent.
• People Development and Diversity
  • Direct training completion and monitor associate performance.
  • Develop associate plans for professional growth.
  • Foster a culture of diversity and inclusion and a positive work environment.
• Labor Relations
  • Manage labor relations and ensure compliance with company policies and labor laws.
  • Resolve employee issues and grievances promptly and effectively.
• Customer Service Excellence
  • Promote a best‑in‑class service culture.
  • Ensure customers experience well‑stocked, fresh product offerings.
  • Support team training to deliver exceptional customer service.
• Operational Efficiency
  • Monitor and analyze key performance metrics related to customer service and sales.
  • Identify and implement process improvements.
  • Manage departmental budgets, expenses, and financial targets.
• Compliance and Safety
  • Ensure compliance with company policies and regulatory requirements.
  • Conduct safety audits and training sessions.
  • Maintain a clean and safe working environment.
• Community Engagement
  • Engage with the local community to understand needs.
  • Develop relationships with community organizations, schools, and stakeholders.
  • Coordinate and participate in community events, outreach, and charitable initiatives.

• 1‑3 years of supervisory or leadership experience, preferably in retail grocery Customer Service departments.
• Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent work experience.
• Highly motivated, self‑starter with a proven track record of success.
• Strong influencing and cross‑functional communication skills.
• Excellent multitasking, prioritization, and time‑management abilities.
• Demonstrated leadership and team‑guiding skills.
• Exceptional written and verbal communication skills.
• High level of customer service orientation.
• Creative and strategic thinking for continuous improvement.
• Effective organizational and time‑management skills for efficient operations.
• Ability to work flexible hours, including weekends and holidays.

• Culture celebrating diverse backgrounds and experiences.
• Comprehensive benefits package.
• Opportunities for professional development and career growth.
• Associate discounts and community support program.
• Dedicated team focused on serving local customers and communities.

Salary range: $64,800-$97,200

Stop & Shop is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.