What are the responsibilities and job description for the Service Operations Manager position at Tom Thumb?
The Service Operations Manager is responsible for overseeing the front‑end operations of the store, including customer service, cash office functions, staffing, and service standards. This role ensures a positive customer experience while driving operational efficiency, compliance, and associate development in alignment with company policies and performance expectations.
Key ResponsibilitiesCustomer Experience & Front‑End Operations
- Lead and manage all front‑end service operations, ensuring exceptional customer service at all times.
- Resolve customer concerns promptly and professionally, escalating as needed.
- Maintain front‑end standards related to cleanliness, organization, and service flow.
Leadership & Team Management
- Lead, coach, train, and develop Service Supervisors, Service Coordinators, and front‑end associates.
- Create effective work schedules to align labor with business needs and service demands.
- Conduct performance observations, provide feedback, and support ongoing associate development.
- Foster a positive, inclusive, and safety‑focused work environment.
Cash Office & Financial Controls
- Oversee cash handling procedures, cash office operations, and safe funds management.
- Ensure compliance with company policies related to tender types, refunds, and audits.
- Investigate and address over/short trends and partner with leadership on corrective actions.
Operational Excellence & Compliance
- Ensure adherence to company policies, safety procedures, and regulatory requirements.
- Support store execution of loss prevention initiatives and shrink reduction strategies.
- Maintain accurate reporting, documentation, and completion of required audits.
Collaboration & Store Support
- Partner with Store Leadership to support hiring, onboarding, training, and performance management.
- Support store initiatives, promotions, and seasonal programs as needed.
- Serve as a key communication link between store leadership and the front‑end team.
- Strong leadership, communication, and organizational skills.
- Ability to manage multiple priorities in a fast‑paced retail environment.
- Knowledge of front‑end operations, cash handling, and customer service standards.
- Proficient in basic computer systems and retail technology.
- Ability to motivate teams and drive accountability and results.
- High school diploma or equivalent required.
- Previous retail leadership or front‑end management experience preferred.
- Ability to stand, walk, bend, and lift up to 50 pounds.
- Ability to work flexible schedules, including evenings, weekends, and holidays.
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
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.
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