What are the responsibilities and job description for the Service Operations Manager position at Tom Thumb?
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
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).