Service Operations Manager

Lead front-end and service operations to deliver an exceptional customer experience while achieving productivity and labor goals. Oversee service departments, ensure cash handling and policy compliance, drive associate engagement and performance, and support overall store performance through leadership. Responsibilities include coaching and developing front-end and service associates; scheduling labor to meet service demands and control costs; maintaining accountability for attendance, productivity, service standards, cash handling, and policy compliance; supporting hiring, onboarding, training, and performance management; managing daily operations of front-end areas (checkstands, SCO, customer service desk, bookkeeping); ensuring accurate cash handling, balancing tills, and adherence to service procedures; maintaining readiness during peak periods and events; executing company programs and promotions; delivering a friendly, efficient customer-focused environment; addressing customer concerns and monitoring wait times, service flow, and feedback for continuous improvement; monitoring KPIs for labor, productivity, service scores, and shrink; controlling service-related costs; ensuring compliance with policies, labor agreements, and regulatory requirements; partnering with Asset Protection on cash controls and security; supporting store leadership and special initiatives.