Service Operations Manager

The Service Operations Manager is first and foremost responsible for guest relations and satisfaction. He/she assumes total store responsibility in Store Director, Assistant Store Director, and Grocery Manager's absence. He/she serves as Controller of cash and returned check and is responsible for achieving front-end productivity goals while maintaining superior customer service and satisfaction.

Key Responsibilities:

• When a guest enters my area or department, my first and most important responsibility becomes to acknowledge, greet, and engage that guest
• Responsible for hiring, training, scheduling, performance management (to include discipline, separations, etc.) and productivity of all service counter team members, bookkeepers, maintenance, fuel clerks, floral clerks in non-floral stores, checkers and sackers; coordinates scheduling with the Grocery Manager
• Responsible for managing all Service Counter functions
• Responsible for the initial interview for all departments and new team member orientations, including initial and ongoing team member paperwork (including proper documentation when appropriate)
• Responsible for supervising and ensuring proper checking and bagging techniques are being used
• Responsible for ensuring proper bookkeeping procedures are implemented
• Orders supplies for front-end maintenance of store; coordinates needs with Grocery Manager
• Responsible for performance evaluations and coaching sessions of all team members within department and completion in a timely manner
• Reports general store information to the Spirit and Spirit Too publications in stores with no Talent Relations Manager
• Responsible for general public relations and "Spirit" initiatives within the store in stores with no Talent Relations Manager
• Responsible for all payroll and accounting procedures and their implementation in stores with no Talent Relations Manager
• Designates and assigns trainers as necessary
• Responsible for cleanliness and appearance of entire front-end, including check stands, floors, exterior front of store, parking lot, etc.
• In stores without a Talent Relations Manager, the Service Operations Manager serves as the designated human resource manager to handle the hiring, training and orientation objectives
• Responsible for safeguarding, controlling and monitoring all store assets, ensuring policies and procedures are implemented for control of assets
• Assist with overall guest and team member safety
• Greets and speaks politely with every guest on premises
• Performs other duties as requested or required by management

Key Requirements:

• Must be 18 years of age or older
• High School Diploma or equivalent
• Minimum of 1 year store experience
• Must maintain Certified Food Safety Manager certification
• The Service Operations Manager is required to work an average of 45 hours per week. This will involve multiple opening, closing and day shifts depending on the store needs
• Must be able to lift up to 50 lbs and stand for long periods of time (up to 6 hours)
• Must also be able to bend, lift, and perform all other physical aspects of the job
• Ability to function as a team member and get along with others This job description is intended to provide a high-level of general requirements for this position.

It is not a complete statement of duties, responsibilities or requirements. Other duties not listed here may be assigned as necessary to ensure proper operations.