Apply on Employer Site

Tom Thumb Supermarket · 1 day ago

Service Operations Manager

Sunnyvale, TX

Full-time

Onsite

Mid Level

Tom Thumb is a retail company seeking a Service Operations Manager to lead customer service initiatives and manage front-end operations. The role involves overseeing staff management, operational oversight, financial management, and ensuring compliance with company policies.

Consumer GoodsE-CommerceFood and BeverageRetail

Responsibilities

Champion corporate and division customer service programs to meet or exceed division goals

Answer and respond to incoming calls; resolve customer complaints and report to Store Director as appropriate

Serve as overflow cashier when needed

Coordinate and implement front-end programs, including Community Relations promotions, to help the store meet Division goals

Manage and schedule duties of Front End Clerks, Courtesy Clerks, Service Operations Assistant, Service Supervisors, and Customer Service Center Clerks

Create department schedules using computer scheduling programs; post schedules timely and communicate changes as needed

Interview and recommend hires for Front End Clerks and Courtesy Clerks with Store Director approval

Recommend corrective actions for front-end employees to Store Director

Oversee coordination of front-end employee training in conjunction with the Administrative Coordinator

Attend required training and sales meetings

Direct and supervise front-end operations, including: Monitoring customer traffic flow and checkout lane coverage Maintaining cleanliness and appearance of front-end sales floor, restrooms, entryway, and parking lot

Ensure accurate operation and functionality of the Point of Sale system

Maintain fresh, full appearance of checkstand merchandisers and ensure proper signage

Ensure front-end equipment is operational; implement emergency procedures for equipment malfunctions

Manage departmental budgets and financial objectives; comply with service scores, sales, quarterly labor, bag expense, cash shortages/overages, and check expense projections

Handle cash flow requirements including deposits, armored car service, safe transactions, till issues, approving checks and refunds, and monitoring cashier funds

Complete and ensure completion of all front-end forms

Review refund, void, and override reports to control excess transactions

Responsible for ordering and balancing money orders, bus passes, lottery, gift cards, postage, and commission income items (if applicable)

Ensure compliance with Company policies and procedures, including: Cash Handling Employee Purchase Restricted Product Sale (alcohol/tobacco) Coupon and Gift Card policies Scan accuracy Scheduling of minors Product Return Policy WIC Sanitation, safety, and security Grooming and dress code standards Check acceptance

Partner with Division Loss Prevention and Administrative Coordinator to resolve cash and shrink issues

Work with Scan/FMC Team to correct scanning file problems promptly

Maintain confidentiality regarding employees, store sales, and Company information

Maintain accurate department records

Qualification

Customer Service LeadershipStaff ManagementPoint of Sale SystemFinancial ManagementCompliance KnowledgeTeam CoordinationCommunication SkillsProblem Solving

Required

Champion corporate and division customer service programs to meet or exceed division goals

Answer and respond to incoming calls; resolve customer complaints and report to Store Director as appropriate

Serve as overflow cashier when needed

Coordinate and implement front-end programs, including Community Relations promotions, to help the store meet Division goals

Manage and schedule duties of Front End Clerks, Courtesy Clerks, Service Operations Assistant, Service Supervisors, and Customer Service Center Clerks

Create department schedules using computer scheduling programs; post schedules timely and communicate changes as needed

Interview and recommend hires for Front End Clerks and Courtesy Clerks with Store Director approval

Recommend corrective actions for front-end employees to Store Director

Oversee coordination of front-end employee training in conjunction with the Administrative Coordinator

Attend required training and sales meetings

Direct and supervise front-end operations, including monitoring customer traffic flow and checkout lane coverage

Maintain cleanliness and appearance of front-end sales floor, restrooms, entryway, and parking lot

Ensure accurate operation and functionality of the Point of Sale system

Maintain fresh, full appearance of checkstand merchandisers and ensure proper signage

Ensure front-end equipment is operational; implement emergency procedures for equipment malfunctions

Manage departmental budgets and financial objectives; comply with service scores, sales, quarterly labor, bag expense, cash shortages/overages, and check expense projections

Handle cash flow requirements including deposits, armored car service, safe transactions, till issues, approving checks and refunds, and monitoring cashier funds

Complete and ensure completion of all front-end forms

Review refund, void, and override reports to control excess transactions

Responsible for ordering and balancing money orders, bus passes, lottery, gift cards, postage, and commission income items (if applicable)

Ensure compliance with Company policies and procedures, including Cash Handling, Employee Purchase, Restricted Product Sale (alcohol/tobacco), Coupon and Gift Card policies, Scan accuracy, Scheduling of minors, Product Return Policy, WIC, Sanitation, safety, and security, Grooming and dress code standards, Check acceptance

Partner with Division Loss Prevention and Administrative Coordinator to resolve cash and shrink issues

Work with Scan/FMC Team to correct scanning file problems promptly

Maintain confidentiality regarding employees, store sales, and Company information

Maintain accurate department records