Service Operations Manager

About the job

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

About Us

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.

We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at 1-888-255-2269(option #4).

Additional Information

• Job Identification: 783713
• Job Category: Retail, Store Ops
• Posting Date: 2026-10-20
• Apply Before: 2026-10-25
• Job Schedule: Full time
• Locations: 921 S WESTGATE WAY, WYLIE, TX, 75098, US ()
• Banner: Albertsons
• Union Status: Non-Union