Tom Thumb Supermarket · 14 hours ago
Service Operations Manager
Flower Mound, TX
Full-time
Onsite
Mid LevelTom Thumb is a leading food and drug retailer in the U.S., and they are seeking a Service Operations Manager. This role involves overseeing front-end operations, managing staff, ensuring customer satisfaction, and maintaining financial accountability.
Consumer GoodsE-CommerceFood and BeverageRetail
Responsibilities
Champion corporate and division customer service programs to meet or exceed service goals
Direct and supervise all front‑end operations, including customer traffic flow, lane coverage, and cleanliness of the front end, restrooms, entryway, and parking lot
Respond to incoming calls, resolve customer complaints, and escalate issues to the Store Director when necessary
Serve as an overflow cashier when needed
Perform all duties with honesty, integrity, and adherence to company policies
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 hiring of Front End and Courtesy Clerks; recommend corrective action when needed
Maintain confidentiality regarding employees, store sales, and company information
Create and post department schedules using computer scheduling programs; communicate changes promptly
Meet departmental budgets and financial objectives, including service scores, sales, quarterly labor, bag expense, cash shortages/overages, and check expense projections
Ensure accurate operation of the Point of Sale system
Handle all cash flow requirements: deposits, armored car service, safe transactions, till issues/pickups, check/refund approvals, and cashier fund monitoring
Complete all required front‑end forms and documentation
Work with Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve cash variances, voids, refunds, till irregularities, and Time Clock/Attendance violations
Partner with Scan/FMC Team to correct scanning file issues promptly
Collaborate with Division Loss Prevention and Administrative Coordinator to resolve cash and shrink issues
Assist with cash management responsibilities as needed
Maintain fresh, full checkstand merchandisers; ensure cleanliness and proper signage
Ensure compliance with all company policies, including: Cash handling, Employee purchase, Restricted product sales, Coupon/gift card policies, Scan accuracy, Scheduling minors, Product return policy, WIC, Sanitation, safety, and security, Grooming standards and dress code, Check acceptance
Ensure front‑end equipment is operational; implement emergency procedures for equipment or software malfunctions
Review refund, void, and override reports to control excessive activity
Order and balance money orders, bus passes, lottery, gift cards, postage, change, and commission items (as applicable)
Coordinate and implement front‑end programs, including Community Relations promotions
Maintain accurate department records
Attend required training and sales meetings
Perform other necessary and assigned duties
Qualification
Required
Thorough knowledge of front‑end operations, policies, and procedures
Ability to perform basic math (addition, subtraction, percentages)
Friendly, courteous, and able to remain composed in a fast‑paced environment with frequent interruptions
Strong written and verbal communication skills; proven leadership and training ability
Legible handwriting and ability to follow written instructions
Ability to operate front‑end systems, computer software, and electronic devices for scheduling, sales tracking, and documentation
Ability to stand for long periods; frequent walking, bending, stooping, kneeling, twisting, and turning
Ability to lift or maneuver items up to 50 lbs; manual dexterity and good hand‑eye coordination required
Use of cleaning supplies and equipment as needed
Availability to work nights, weekends, and holidays; schedule varies. Occasional overnight travel may be required
Reliable attendance required
Ability to use calculators, keyboards, telephones, computers, and other office equipment
Compliance with grooming standards and dress code, including safety shoes, gloves, aprons, and head coverings
Benefits
Medical
Dental
Vision
Disability and life insurance
Sick pay
PTO/Vacation pay
Paid holidays
Bereavement pay
Retirement benefits (pension and/or 401(k) eligibility)
Quarterly bonus
Company
Tom Thumb Supermarket
Tom Thumb | DFWs Grocer Since 1948 At Tom Thumb, we’re proud to be a trusted part of the Lone Star State for over 75 years.
Founded in 1948
10001+ employees
Funding
Current Stage
Late StageLeadership Team
B
Bob Cullum
Founder
J
J.R. Bost
Founder
Recent News
2025-11-08
2025-09-28
Seattle TechFlash
2025-08-06
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