Operations Manager

6 days ago

Houston, Texas, United States Albertsons Full time
Job Description

Job Title: Service Operations Manager

Reports to: Store Director

Salary/Hourly: Hourly

Location: Retail

Department: Front End

Purpose:

Exemplify and ensure strong customer service in all areas of the job. Direct and control the operation of the front end, in compliance with Company policies and procedures.

Key Responsibilities:
  • Champion corporate and division customer service programs to meet or exceed division customer service goals.
  • Manage and schedule duties of Front End Clerks, Courtesy Clerks, Service Operations Assistant, and Service Supervisors and Customer Service Center Clerks.
  • Manage and meet departmental budgets and financial objectives. Comply with service scores, sales, quarterly labor, bag expense, cash shortages and overages, and check expense projections appropriately.
  • Direct and supervise front end operations, monitor and direct customer traffic flow, coverage of checkout lanes, cleanliness and appearance of front end sales floor, restrooms, front entry way, and parking lot.
  • Comply with and ensure compliance with Company policies and procedures (i.e., Cash Handling, Employee Purchase, Restricted Product Sale (including alcohol and tobacco), Coupon and Gift Card policies, scan accuracy, scheduling of minors, Product Return Policy, WIC, sanitation, safety, security, grooming and dress code standards, check acceptance, etc.).
  • Ensure the accurate operation and function of the Point of Sale system.
  • Handle cash flow requirements including deposits, armored car service, safe transactions, issues and pickups, tills, approving checks and refunds, and monitoring cashier funds and cash handling procedures. Complete and ensure completion of all front end forms. Work with Administrative Coordinator, Service Operations Assistant, and Service Supervisor to solve problems including cash variances, voids, refunds, till balance irregularities, and Time Clock and Attendance Policy violations. Work with Scan/FMC Team to ensure scanning file problems are corrected in a timely manner.
  • Partner with Division Loss Prevention and Administrative Coordinator to resolve cash and other shrink issues.
  • Provide assistance to Administrative Coordinator regarding cash management issues.
  • Oversee the coordination of front end employee training in conjunction with the Administrative Coordinator.
  • Responsible for front end duties such as ordering money orders, bus passes, lottery, gift cards, postage, and change and commission income items (if applicable). Balancing of money orders, money transfers, gift cards, and lottery.
  • Assist in maintaining the fresh, full appearance of the checkstand merchandisers. Maintain cleanliness of checkstands ensuring proper signage.
  • Ensure front end equipment is operational and take appropriate action to correct. Implement emergency procedures in the event of computer equipment malfunctions.
  • Review refund, voids, and override reports to control excess voids and refunds and overrides.
  • Create department schedules to meet the customers' needs, utilizing computer scheduling programs. Post schedules in a timely manner and communicate schedule changes, as appropriate.
  • Serve as overflow cashier when needed.
  • Coordinate and implement front end programs including Community Relations promotions to help store meet Division goals.
  • Interview and provide recommendation of hire of Front End Clerks and Courtesy Clerks with Store Director approval. Recommend to Store Director front end employee corrective action.
  • Attend required training and sales meetings.
  • Maintain confidentiality concerning employees, store sales, and Company information. Maintain accurate department records.
  • Answer and respond to incoming calls appropriately. Receive and appropriately resolve customer complaints and reports to the Store Director, as appropriate.

Service Operations Manager

September 2017

Page 2

  • Responsible for performing all job duties with honesty and integrity and in compliance with Company policies and procedures.
  • Other necessary and required duties.
Physical and General Requirements:

• Possess a thorough knowledge of Front End operations, policies, and procedures. Requires knowledge of one and two-step math calculations (i.e., addition, subtraction, and percent calculations).

• Friendly, courteous, and maintains composure in dealing with customers, co-workers, and vendors. Must take initiative, concentrate well, and deal with interruptions and customer complaints, etc., in an often fast-paced work environment.

• Must judge and react to business activity.

• Requires good written and verbal communication, leadership skills, and professional demeanor. Possesses the ability to train and develop people.

• Requires legible handwriting and ability to follow written instructions.

• Works with variety of front end systems. Operates computer software and electronic devices, to record and track sales, plan programs, schedule, and draft routine documents.

• Stands for long periods of time, walks, bends, stoops, kneels, twists, and turns frequently. Ability to frequently reach, lift, and maneuver items of varying dimensions and sizes up to approximately 50 lbs. Manual dexterity and good eye-hand coordination are necessary.

• Utilizes cleaning supplies and equipment.

• May be required to work nights, weekends, and holidays. Scheduled hours will vary. Occasional travel, including overnight travel, may be required. Good attendance is required.

• Employee may use calculators, keyboards, telephone, computer, and other office equipment in the course of normal workday.

• Complies with and ensures compliance with Company grooming standards and dress code, including safety shoes, gloves, aprons, and head coverings, etc.

Work Environment:

Most work is performed in a temperature-controlled store environment. Requires some exposure to varying weather conditions for performance of outdoor duties. Will be exposed to traffic in parking lots, maneuvering shopping carts, and varying degrees of traction on indoor and outdoor surfaces during inclement weather. Frequent exposure to and handling of cold product.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this job classification. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of personnel so classified.

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