Service Operations Manager

Position Summary

The Service Operations Manager leads front-end operations and service departments to deliver an exceptional customer experience, drive sales performance, and ensure operational excellence. This role is responsible for managing service standards, front-end efficiency, and team development while maintaining a safe, clean, and customer-focused store environment.

Key Responsibilities Front-End & Service Operations

Oversee all front-end operations including checkstands, self-checkout, customer service desk, and service departments

Ensure efficient checkout processes, minimizing wait times and maximizing customer satisfaction

Monitor daily operations to ensure service standards and procedures are consistently executed

Manage cash handling, tills, and front-end controls to ensure accuracy and compliance

Customer Experience

Champion a customer-first culture and ensure every customer receives exceptional service

Resolve customer concerns quickly, professionally, and effectively

Maintain a clean, organized, and welcoming front-end environment

Role model service excellence and set expectations for the team

Team Leadership & Development

Hire, train, and develop front-end supervisors and associates

Provide coaching, feedback, and performance management to drive engagement and accountability

Create schedules that align staffing with peak business needs

Foster a positive, fast-paced, and team-oriented culture

Financial Performance

Drive front-end productivity and support overall store sales goals

Monitor labor usage, productivity, and front-end efficiency metrics

Identify opportunities to improve service speed and reduce operational costs

Safety & Compliance

Ensure compliance with all company policies, cash handling procedures, and safety programs

Maintain a safe environment for associates and customers

Ensure adherence to regulatory and operational standards

Qualifications

High school diploma or equivalent required

Previous retail or front-end leadership experience preferred

Strong leadership, communication, and problem-solving skills

Ability to manage multiple priorities in a fast-paced environment

Flexible schedule including evenings, weekends, and holidays

Physical Requirements

Frequent standing, walking, and movement throughout the store

Ability to lift up to 25–50 lbs as needed

Key Competencies

Customer Service Excellence

Leadership & Team Development

Operational Efficiency

Problem Solving & Decision Making

Communication & Accountability

Pay Transparency:

Starting rates will be no less than the local minimum wage and may vary based on things like location, experience, qualifications, and the terms of any applicable collective bargaining agreement. Candidates with unique qualifications may be considered for compensation above this range. Dependent on length of service, hours worked, any applicable collective bargaining agreement and/or Company policy, benefits may include medical, dental, vision, disability and life insurance, sick pay, PTO/Vacation pay, paid holidays*, bereavement pay and retirement benefits (pension and/or 401(k) eligibility). Associates in this position may be eligible for a quarterly bonus, subject to Company bonus plans. Applications are accepted on an on-going basis.

For roles in Washington State: Sick pay and PTO/Vacation pay are accrued based on hours worked and paid holidays are issued at 7-9 days annually.

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.

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