Service Operations Manager

POSITION PURPOSE

The Service Operations Manager is responsible for leading all frontend and service operations to deliver an exceptional customer experience while achieving productivity, labor, and operational goals. This role oversees service departments, ensures policy and cashhandling compliance, drives associate engagement, and supports overall store performance through strong execution and leadership.

KEY ACCOUNTABILITIES Leadership & Associate Development

• Lead, train, coach, and develop frontend and service associates to meet performance and service expectations.
• Schedule labor effectively to meet service demands while controlling labor costs.
• Maintain accountability for attendance, productivity, service standards, cash handling, and policy compliance.
• Support hiring, onboarding, training, and performance management of service department associates.

Service Operations & Execution

• Oversee daily operations of frontend and service areas (e.g., checkstands, SCO, customer service desk, bookkeeping, where applicable).
• Ensure accurate execution of cash handling, balancing, tills, SCO monitoring, and service procedures.
• Maintain operational readiness during peak business periods and special events.
• Ensure consistent execution of company programs, promotions, and service initiatives.

Customer Experience

• Ensure a friendly, efficient, and customerfocused service environment.
• Address and resolve customer concerns promptly and professionally.
• Model excellent customer service behaviors and reinforce expectations with associates.
• Monitor wait times, service flow, and customer feedback to drive continuous improvement.

Financial & Performance Management

• Monitor key performance indicators including labor, productivity, service scores, and shrink related to frontend operations.
• Implement action plans to improve results and operational efficiency.
• Control supplies, expenses, and servicerelated costs.

Compliance & Risk Management

• Ensure compliance with company policies, labor agreements (where applicable), and regulatory requirements.
• Partner with Asset Protection on cash controls, shrink prevention, and servicearea security.
• Ensure proper documentation and execution of cash handling, safety, and operational standards.

Partnership & Store Support

• Partner with Store Director, Assistant Store Director, and department managers to support storewide goals.
• Serve as Manager on Duty as assigned, supporting overall store operations.
• Support special projects and initiatives as directed by Store Leadership.