What are the responsibilities and job description for the Manager II Customer Service - Regions 3 & 4 position at Stop & Shop?
Category/Area of Expertise: Store Operations Support
Job Requisition: 464958
Address: USA-NJ-Aberdeen-1129 Route 34 North
Store Code: Merchandising Services Support (5148959)
Here at Stop & Shop, we've been serving our customers and neighborhoods for more than a century. A lot has changed in that time, but one thing hasn't: Stop & Shop is a place where everyone can thrive and feel like they're part of family.
Our more than 50,000 associates enjoy competitive salaries, comprehensive benefits and discounts to support professional and personal journeys and flexibility that fits their lives.
We invite you to pull up a seat and discover the ways you can make an impact. There's always room at our table!
Manager II Customer Service will be responsible for providing oversight and direction related to the Front-End Operation, pick from store operation and wareroom operation across the regions of responsibility. Responsible for entire store and e-commerce customer service across the regions of responsibility. This role is responsible for leading the Front-End specialist team and to act as a strategic thought leader in conjunction with the strategy team on the evolution and development of the checkout operation of the future. This role leads the team to develop, execute and train the Store Management and Front-End staff on both policy and procedure, driving continuous improvement and customer service standards. This role acts as a key contact for resolving customer, process, and technology issues with Front End, Service Desk, pick from store operations, wareroom operations and ancillary services. This role works closely with DD and VP Store Support for day-to-day execution and overall strategy and guidance.
What we ask of you:
Leading Others
Lead the industrialization and sustainability of optimal Front-end best operation and best practices across S&S.
This includes:
• Front end scheduling best practices
• Execution of Front end and Cash office Policies and Procedures
• Utilization and continued adoption of Customer Facing Technologies
• Pick from store scheduling and execution of policies and procedures for both pickup and delivery operations
• Wareroom scheduling and execution of policies and procedures for delivery operations
Collaborate
• Enable and Support realization of customer service and operational standards and expectations across the divisions
• Lead and collaborate across marketing, Ecommerce, strategy, and market leadership teams to evolve operational standards, policies and procedures in line with brand strategy
• Coach to instill practice of reward, recognition for targeted performance across FE operation, pick from store and wareroom performance
• Conduct store visits spending majority of time coaching and developing Front End specialist team as well as store management teams/DCT teams
Analysis
• Review and report across FE KPIs, Pickup and delivery results and Customer facing technology utilization
• Lead effort for FE specialists to set targets and goals for key FE KPIs
• Provide oversight, leadership, reinforcement and reporting related to Kronos FE scheduling adherence
Project Management
• Collaborate with Merchants and Market Leads to drive merchandising display standards, replenishment and promotion for FE merchandisers, value bins, and coolers. Support the effort through FE standards and scheduling, targeted to drive ~$25m in incremental sales annually
• Establish and maintain calendar of events related to FE operations and provide visibility of approved/scheduled initiatives to Director of Ops support
• Oversee and ensure compliance with all changing regulations related to SNAP, Wic, and EBT
What you bring to the table:
What we bring to the table:
• Culture committed to celebrating diverse backgrounds and experiences
• Comprehensive benefits
• Opportunities for professional development and career growth
• Associate discounts
• Team of associates dedicated to serving our local customers and supporting our communities
If you are passionate about customer service, thrive in a dynamic environment, and are committed to making a difference, we invite you to apply.
The salary range for this position is $125,200 to $187,800 25% bonus eligibility based on company performance. Salary will be commensurate with background, experience as well as internal equity.
Benefits:
• 401(k) with 5% employer match available on Day One of employment
• Dependent Care flex Spend accounts
• Dependent life insurance
• Discounts on theme park tickets, vehicle purchases and travel through LifeMart
• Employee Assistance Program
• Exclusive 5% associate discount on most purchases made in-store and online
• Health Advocate Concierge Service
• Life Insurance
• Medical, dental, vision and pharmacy benefit plans for you and your dependent starting on Day One
• My Resources Quit Program (Pelago) - support for associates and families to quit tobacco or nicotine
• Paid Parental leave
• Pre-tax spending accounts (FSA, HSA)
• Short term/long term disability at no cost to employee
• Tuition reimbursement
• Competitive Paid time off includes:
Vacation time
Personal Holidays
Sick Time
Stop & Shop is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.
Job Requisition: 464958
Address: USA-NJ-Aberdeen-1129 Route 34 North
Store Code: Merchandising Services Support (5148959)
Here at Stop & Shop, we've been serving our customers and neighborhoods for more than a century. A lot has changed in that time, but one thing hasn't: Stop & Shop is a place where everyone can thrive and feel like they're part of family.
Our more than 50,000 associates enjoy competitive salaries, comprehensive benefits and discounts to support professional and personal journeys and flexibility that fits their lives.
We invite you to pull up a seat and discover the ways you can make an impact. There's always room at our table!
Manager II Customer Service will be responsible for providing oversight and direction related to the Front-End Operation, pick from store operation and wareroom operation across the regions of responsibility. Responsible for entire store and e-commerce customer service across the regions of responsibility. This role is responsible for leading the Front-End specialist team and to act as a strategic thought leader in conjunction with the strategy team on the evolution and development of the checkout operation of the future. This role leads the team to develop, execute and train the Store Management and Front-End staff on both policy and procedure, driving continuous improvement and customer service standards. This role acts as a key contact for resolving customer, process, and technology issues with Front End, Service Desk, pick from store operations, wareroom operations and ancillary services. This role works closely with DD and VP Store Support for day-to-day execution and overall strategy and guidance.
What we ask of you:
Leading Others
Lead the industrialization and sustainability of optimal Front-end best operation and best practices across S&S.
This includes:
• Front end scheduling best practices
• Execution of Front end and Cash office Policies and Procedures
• Utilization and continued adoption of Customer Facing Technologies
• Pick from store scheduling and execution of policies and procedures for both pickup and delivery operations
• Wareroom scheduling and execution of policies and procedures for delivery operations
- Responsible to lead the e-commerce execution across 180 stores representing $676M in annualized sales
- Collaborate and support the Director of Store Support on any initiatives rolling out in respect to the front end and ecommerce. Assisting with the communication, training and adoption at store level
- Provide thought leadership and Support output and trial of Front end of the Future as Strategy and Brand leadership define
- Drive results and FE related KPIs including Cashier Friendliness, Speed of Checkout, NPS, and Operational KPIs (IPH, IPM) and Customer Facing Technology utilization %
- Enable and Support realization of customer service and operational standards and expectations across the Brand
- Assist Front End specialists and DDs and Market Leads to address opportunity areas across stores and drive execution of improvement plan
- Coach to instill practice of reward, recognition for targeted performance and outstanding customer service
- Conduct store visits spending majority of time coaching and developing Front End specialist team as well as store management teams
Collaborate
• Enable and Support realization of customer service and operational standards and expectations across the divisions
• Lead and collaborate across marketing, Ecommerce, strategy, and market leadership teams to evolve operational standards, policies and procedures in line with brand strategy
• Coach to instill practice of reward, recognition for targeted performance across FE operation, pick from store and wareroom performance
• Conduct store visits spending majority of time coaching and developing Front End specialist team as well as store management teams/DCT teams
Analysis
• Review and report across FE KPIs, Pickup and delivery results and Customer facing technology utilization
• Lead effort for FE specialists to set targets and goals for key FE KPIs
• Provide oversight, leadership, reinforcement and reporting related to Kronos FE scheduling adherence
Project Management
• Collaborate with Merchants and Market Leads to drive merchandising display standards, replenishment and promotion for FE merchandisers, value bins, and coolers. Support the effort through FE standards and scheduling, targeted to drive ~$25m in incremental sales annually
• Establish and maintain calendar of events related to FE operations and provide visibility of approved/scheduled initiatives to Director of Ops support
• Oversee and ensure compliance with all changing regulations related to SNAP, Wic, and EBT
What you bring to the table:
- 8-10 years' experience
- Bachelor's degree preferred or equivalent experience
- Demonstrated leadership and team management abilities
- Excellent verbal, written, and presentation communication skills
- Strong analytical and strategic planning capabilities
- Proven customer-focused approach to problem-solving and decision-making
- Exceptional attention to detail and organizational skills
- Proactive and self-motivated, with the ability to take initiative and drive results
- The ability to travel up to 20% within the designated region
What we bring to the table:
• Culture committed to celebrating diverse backgrounds and experiences
• Comprehensive benefits
• Opportunities for professional development and career growth
• Associate discounts
• Team of associates dedicated to serving our local customers and supporting our communities
If you are passionate about customer service, thrive in a dynamic environment, and are committed to making a difference, we invite you to apply.
The salary range for this position is $125,200 to $187,800 25% bonus eligibility based on company performance. Salary will be commensurate with background, experience as well as internal equity.
Benefits:
• 401(k) with 5% employer match available on Day One of employment
• Dependent Care flex Spend accounts
• Dependent life insurance
• Discounts on theme park tickets, vehicle purchases and travel through LifeMart
• Employee Assistance Program
• Exclusive 5% associate discount on most purchases made in-store and online
• Health Advocate Concierge Service
• Life Insurance
• Medical, dental, vision and pharmacy benefit plans for you and your dependent starting on Day One
• My Resources Quit Program (Pelago) - support for associates and families to quit tobacco or nicotine
• Paid Parental leave
• Pre-tax spending accounts (FSA, HSA)
• Short term/long term disability at no cost to employee
• Tuition reimbursement
• Competitive Paid time off includes:
Vacation time
Personal Holidays
Sick Time
Stop & Shop is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.
