Service Operations Manager

PRIMARY OBJECTIVE:

Responsible for customer service levels throughout the store. Manages the front end department and manages employees including training, coaching and scheduling.

COMPANY WIDE RESPONSIBILTIES

1. Follows all company, store and department policies and procedures
2. Complies with all federal and state regulations
3. Ensures proper product handling to control shrinkage and waste
4. Encourages teamwork through cooperative interactions with co-workers

ESSENTIAL RESPONSIBILITIES
Essential responsibilities include the following. Other duties may be assigned.

1. Manages front end operations to achieve financial and merchandising goals
   Meets labor goals through effective cost control, efficient utilization of labor, strong customer service and shrink control
   Analyzes sales and labor projections to develop effective daily/weekly work plans
   Determines work priorities and establishes work lists in order to consistently maintain adequate department conditions
   
2. Manages and enforces front end policies and processes
   Ensures front end policies and procedures are known and adhered to, including proper product handling, proper tender and coupon handling, scanning error procedures and price checks. Ensures prompt, accurate customer check out and accurate bookkeeping and auditing
   Ensures front end cleanliness, maintenance and sanitation
   Counsels employees as a result of procedure infractions
   Ensures communication between front end and pricing coordinator on pricing/signage discrepancies
   Communicates loss prevention issues
   
3. Creates a positive shopping experience through proper cashiering and bagging that focuses on customer service and accurate, prompt check
   Manage service desk to deliver a high level of customer service
4. Responsible for cash management activity. Ensures accurate bookkeeping and auditing using Vericash. Reviews reports on deposits, voids, receipts and daily cashier exception report.
5. Interviews and hires, with Store Director approval, all front end staff including customer service leaders, service desk clerks, cashiers and baggers. Assists the Store Director in human resources-related tasks for all other departments in the store
6. Generates and approves labor schedules for front end staff. Manages front end activities and bookkeeping functions
7. Trains and coaches front end staff on policies, procedures, customer service and job responsibilities

SUPERVISORY RESPONSIBILTIES
Directly supervises the front end department. Direct supervision responsibilities include hiring, firing, disciplinary action, performance reviews, coaching, developing work improvement plans, training, and providing work direction.

EDUCATION AND/OR EXPERIENCE
High school education and three to five year’s experience in various departments within a retail store environment, or equivalent combination of education and experience.

MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
Ability to apply concepts of basic algebra and geometry.

LANGUAGE SKILLS
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
Ability to speak effectively before groups of customers or employees of organization.
Ability to memorize lists and product ads.

REASONING ABILITY
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

FUNCTIONAL REQUIREMENTS
This position requires frequent walking and standing, as well as frequent lifting/carrying of 10 to 25 lbs. Occasional turning, kneeling, reaching, squatting, and stooping/bending are required. This position requires occasional lifting/carrying of up to 55 lbs., pushing/pulling of up to 200 lbs., and occasional operation of equipment in the customer service and pricing departments. Examples of equipment used are register, scanner, telephone, computer, flatbed, and shopping cart.

WORKING CONDITIONS
Work is performed in an environment where there is exposure to wet surfaces, and warm or cool temperatures as a result of store entrance doors. Noise level is consistent with a retail store environment.