Service Operations Manager

POSITION PURPOSE

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

KEY ACCOUNTABILITIES Leadership & Associate Development

• Lead, train, coach, and develop front‑end 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 front‑end 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 customer‑focused 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 front‑end operations.
• Implement action plans to improve results and operational efficiency.
• Control supplies, expenses, and service‑related 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 service‑area 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.

Albertsons Companies is at the forefront of the revolution in retail. Committed to innovation and fostering a culture of belonging, our team is united with a unique purpose: to bring people together around the joys of food and to inspire well-being. We want talented individuals to be part of this journey!

Locally great and nationally strong, Albertsons Companies (NYSE: ACI) is a leading food and drug retailer in the U.S. We operate over 2,200 stores, 1,732 pharmacies, 405 fuel centers, 22 distribution facilities, and 19 manufacturing plants across 34 states and the District of Columbia. Our well-known banners include Albertsons, Safeway, Vons, Jewel-Osco, ACME, Shaw's, Tom Thumb, United Supermarkets, United Express, Randalls, Albertson's Market, Pavilions, Star Markets, Market Street, Carrs, Haggen, Lucky, Amigos, Andronico's Community Markets, King's, Balducci's, and Albertson's Market Street.

Our vision is to be a retail leader admired for national strength with deep local roots, offering an easy, fun, friendly, and inspiring experience, no matter how customers choose to shop with us. We celebrate the rich diversity of the communities we serve, and strive to create a workplace where everyone has equal access to opportunities and resources, and can fully contribute to their and our company's success.

Bring your flavor

Building the future of food and well-being starts with you. Join our team and bring your best self to the table.

Disclaimer

The above statements are intended to describe the general nature of work performed by the employees assigned to this job and are not the official job description for the position. All employees must comply with Company, Division, and Store policies and applicable laws. The responsibilities, duties, and skills of personnel may vary within store and/or from store to store and the official job description will be provided during the application process.

Albertsons is an Equal Opportunity Employer

This Company is an Equal Opportunity Employer, and does not discriminate on the basis of race, gender, ethnicity, religion, national origin, age, disability, veteran status, gender identity/expression, sexual orientation, or on any other basis prohibited by law. Consistent with applicable state and local law, the Company will consider for employment qualified applicants with arrest and conviction records.

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