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Tom Thumb Supermarket · 5 hours ago

Service Operations Manager

Addison, TX

Full-time

Onsite

Mid Level

Tom Thumb is a retail company focused on delivering excellent customer service. The Service Operations Manager will champion customer service programs, manage front end staff, and ensure compliance with company policies while overseeing operational activities.

Consumer GoodsE-CommerceFood and BeverageRetail

Responsibilities

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

Ensure consistent delivery of fast, friendly, and accurate customer service across all front‑end operations

Respond appropriately to incoming calls, resolve customer complaints, and escalate issues to the Store Director as needed

Manage and schedule Front End Clerks, Courtesy Clerks, Service Operations Assistants, Service Supervisors, and Customer Service Center Clerks

Oversee front end employee training in coordination with the Administrative Coordinator

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

Recommend corrective action for front end employees as appropriate

Maintain confidentiality regarding employee issues, store sales, and company information

Direct and supervise front end activities including customer traffic flow, lane coverage, cleanliness, and overall appearance of the sales floor, restrooms, entryway, and parking lot

Ensure all schedules are created using approved scheduling programs; post schedules on time and communicate changes promptly

Serve as an overflow cashier when needed to maintain service levels

Ensure full compliance with company policies and procedures, including: Cash handling, Employee purchase policies, Restricted product sales (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 procedures

Review refunds, voids, and override reports to control excessive transactions

Manage and meet departmental budgets and financial objectives, including: Service scores, Sales, Quarterly labor, Bag expense, Cash shortages and overages, Check expense projections

Ensure accurate operation of the Point of Sale (POS) system

Handle all cash flow requirements including deposits, armored car service, safe transactions, till issues, pickups, check approvals, and refunds

Complete or ensure completion of all front end forms

Work with the Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve issues such as: Cash variances, Voids and refunds, Till balance irregularities, Time Clock and Attendance violations

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

Manage duties related to money orders, bus passes, lottery, gift cards, postage, change, and commission‑income items (where applicable)

Balance money orders, money transfers, lottery, and gift card accounts

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

Ensure all front end equipment is operational and take corrective action when needed, including implementing emergency procedures during equipment malfunctions

Coordinate and implement front end programs such as Community Relations promotions to support division goals

Maintain accurate department records, including schedules, cash documentation, compliance forms, and operational reports

Attend required training and sales meetings to stay updated on programs, procedures, and expectations

Qualification

Customer service managementStaff managementOperational oversightCash managementBudget managementCommunication skillsProblem-solving skillsTeam leadership

Required