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Tom Thumb Supermarket · 8 hours ago

Service Operations Manager

Dallas, TX

Full-time

Onsite

Mid Level

Tom Thumb is a leading food and drug retailer in the U.S., and they are seeking a Service Operations Manager to oversee front-end operations and ensure exceptional customer service. The role involves managing staff, financial accountability, compliance with company policies, and maintaining operational efficiency.

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 the cleanliness of the sales floor, restrooms, entryway, and parking lot

Serve as an overflow cashier when needed

Respond to incoming calls, resolve customer complaints, and escalate issues to the Store Director when appropriate

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

Create department schedules using computer scheduling programs; post schedules promptly and communicate changes

Oversee front‑end employee training in coordination with the Administrative Coordinator

Interview and recommend hiring of Front End and Courtesy Clerks with Store Director approval

Recommend corrective action for front‑end employees when necessary

Maintain confidentiality regarding employees, store sales, and company information

Manage and 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 monitoring cashier funds

Complete and ensure completion of all required front‑end forms

Work with the Administrative Coordinator, Service Operations Assistant, and Service Supervisor to resolve cash variances, voids, refunds, till irregularities, and Time Clock/Attendance violations

Partner with the Scan/FMC Team to correct scanning file issues promptly

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

Assist the Administrative Coordinator with cash management responsibilities

Ensure full compliance with all company policies and procedures, including: Cash handling, Employee purchase, Restricted product sales (alcohol, tobacco), Coupon and gift card policies, Scan accuracy, Scheduling minors, Product return policy, WIC, Sanitation, safety, and security, Grooming standards and dress code, Check acceptance

Maintain accurate department records

Maintain fresh, full checkstand merchandisers and ensure proper signage

Maintain cleanliness and organization of checkstands

Ensure all front‑end equipment is operational; take corrective action when needed

Implement emergency procedures in the event of 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, to support division goals

Attend required training and sales meetings

Qualification

Customer Service LeadershipFinancial ManagementPoint of Sale SystemsStaff ManagementScheduling SoftwareCommunication SkillsProblem SolvingTeam Collaboration

Required