Service Operations Manager

Why choose us? Are you ready to take the next step in your career? Join us for an exciting opportunity at Albertsons Companies, where innovation and customer service go hand-in-hand! At Albertsons Companies, we are looking for someone who’s not just seeking a job, but someone who wants to make an impact. In this role, you’ll have the opportunity to lead, innovate, and contribute to the growth of a company that values great service and lasting customer relationships. This position offers the chance to work in a fast-paced, dynamic environment that’s constantly evolving.

Position Summary The Service Operations Manager is responsible for overseeing front-end operations and delivering an exceptional customer experience through effective leadership, operational excellence, and strong team development. This position manages front-end service functions, Drive Up & Go operations, customer service activities, labor utilization, and store-wide service standards while ensuring efficient execution of company programs and compliance with policies and procedures. Key Responsibilities Customer Service & Store Experience

Promote a customer-first culture and ensure exceptional service throughout the store. Lead by example in delivering friendly, professional, and efficient customer interactions. Resolve customer concerns, complaints, and service recovery situations in a timely and professional manner. Monitor service metrics and implement strategies to improve customer satisfaction. Ensure checkout areas, service desks, and customer-facing operations are clean, organized, and welcoming. Front-End Operations

Oversee all front-end functions including cashiering, courtesy clerks, customer service, self-checkout operations, and service desk activities. Ensure efficient customer flow and appropriate staffing levels during peak business periods. Monitor checkout productivity, wait times, and service standards. Maintain compliance with cash handling, till accountability, and operational procedures. Support execution of company initiatives, promotions, and customer service programs. Drive Up & Go Operations

Oversee Drive Up & Go operations to ensure timely order fulfillment and exceptional customer service. Monitor order accuracy, productivity, staffing, and customer satisfaction metrics. Develop processes that improve operational efficiency and customer experience. Ensure associates are properly trained on Drive Up & Go procedures and technology. Support growth in digital sales through strong operational execution. Leadership & Team Development

Recruit, train, coach, and develop front-end and service operation associates. Build schedules that support service standards while effectively managing labor expenses. Conduct performance coaching and provide regular feedback to team members. Foster a culture of accountability, teamwork, engagement, and inclusion. Prepare associates for advancement through ongoing development opportunities. Financial & Operational Management

Manage labor, productivity, and departmental expenses to achieve operational goals. Monitor sales, service, and labor reports to identify opportunities for improvement. Support store profitability through effective labor planning and operational execution. Ensure accurate execution of cash office procedures and financial controls. Assist store leadership with achieving operational and financial objectives. Safety & Compliance

Ensure compliance with company policies, safety standards, and regulatory requirements. Promote workplace safety and safe operating practices throughout the store. Investigate and document incidents according to company procedures. Ensure associates complete required training and certifications. Maintain confidentiality and security of customer and company information. Store Leadership Support

Partner with store leadership to achieve overall store goals and objectives. Support execution