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 leading and managing front-end store operations to deliver exceptional customer service, operational efficiency, and financial performance. This position oversees key customer-facing departments and functions, including customer service, cash office operations, checkout services, Drive Up & Go (D.U.G.), and front-end staffing. The Service Operations Manager develops teams, drives customer satisfaction, ensures compliance with company standards, and contributes to overall store success.
Key Responsibilities Customer Service Leadership
- Lead and promote a customer-first culture throughout the store.
- Ensure customers receive prompt, friendly, and professional service.
- Resolve customer concerns, complaints, and escalated service issues.
- Monitor customer satisfaction metrics and implement improvement strategies.
- Develop customer service programs and initiatives that enhance the shopping experience.
Front-End Operations
- Oversee day-to-day front-end operations, including checkout, service desk, and cash office activities.
- Ensure efficient customer flow and appropriate staffing during peak business periods.
- Monitor transaction accuracy, tender accountability, and cash handling procedures.
- Maintain front-end appearance, organization, and operational standards.
- Support implementation of company programs, promotions, and operational initiatives.
Drive Up & Go (D.U.G.) Operations
- Support and oversee online shopping and order fulfillment operations.
- Monitor order accuracy, on-time fulfillment, and customer satisfaction performance metrics.
- Ensure associates are trained on systems, procedures, and service expectations.
- Identify opportunities to improve efficiency and productivity within the department.
Leadership & Team Development
- Recruit, train, coach, and develop department associates and supervisors.
- Foster a culture of accountability, teamwork, and continuous improvement.
- Conduct performance reviews and provide ongoing feedback and coaching.
- Assist with succession planning and talent development initiatives.
- Create a positive work environment that supports employee engagement and retention.
Financial Performance
- Assist in achieving sales, labor, and profitability objectives.
- Manage labor scheduling and workforce planning based on business needs.
- Monitor productivity metrics and implement corrective action plans when necessary.
- Support shrink reduction and loss prevention efforts.
- Review operational reports to identify opportunities for performance improvement.
Safety & Compliance
- Ensure compliance with company policies, food safety regulations, and operational procedures.
- Promote workplace safety and maintain a safe environment for employees and customers.
- Conduct and support safety audits, inspections, and incident investigations.
- Ensure compliance with cash handling, asset protection, and security procedures.
Qualifications Required
- High school diploma or equivalent.
- Previous supervisory or management experience in retail, grocery, or customer service environments.
- Strong leadership, communication, and organizational skills.
- Ability to lead multiple teams in a fast-paced environment.
- Ability to work a flexible schedule, including evenings, weekends, and holidays.
Preferred
- Associate's or Bachelor's degree in Business, Retail Management, or a related field.
- Experience managing front-end operations and customer service teams.
- Experience with labor planning, scheduling, and performance management.
Knowledge, Skills, & Abilities
- Strong leadership and people-development skills.
- Exceptional customer service and conflict-resolution abilities.
- Excellent verbal and written communication skills.
- Ability to analyze operational data and implement solutions.
- Strong organizational, planning, and time-management skills.
- Ability to prioritize competing responsibilities and meet deadlines.
- Proficiency with point-of-sale systems, reporting tools, and Microsoft Office applications.
Physical Requirements
- Frequently stand and walk for extended periods.
- Lift, push, pull, and carry up to 40 pounds occasionally.
- Bend, reach, squat, and climb as necessary.
- Work in various store environments and conditions.
We also provide a variety of benefits including:
- Competitive wages paid weekly
- Access to up to 50% of your earned wages before payday, via our partnership with Stream
- Associate discounts
- Health and financial well-being benefits for eligible associates (Medical, Dental, 401k and more!)
- Time off (vacation, holidays, sick pay). For eligibility requirements please visit myACI Benefits
- Leaders invested in your training, career growth and development
- An inclusive work environment with talented colleagues who reflect the communities we serve
Our Values - Click below to view video: ACI Values