Customer Service Lead — Retail Ops & Community Impact

Stop & Shop; Provincetown (MA); On-site; USD 65,000 - 97,000; Full time

Benefits offered by this job

Comprehensive benefits

Associate discounts

Career development opportunities

Diversity & inclusion culture

Job summary

Stop & Shop in Provincetown, MA is seeking a Customer Service Manager to lead Front End, Online Pick-up, and Cash Office operations, driving sales and profitability while maintaining sanitation and safety standards.

You will recruit, train, and develop a diverse team, manage labor relations, and monitor KPIs to ensure best-in-class service. The role emphasizes community engagement and a positive store culture.

Qualifications

• 1-3 years of supervisory or leadership experience in retail grocery
• Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent years of work experience
• Motivated, results-oriented, and a self-starter with a proven track record
• Strong ability to influence and communicate across different functions
• Excellent multitasking and prioritization skills
• Demonstrated leadership, inspiring teams to achieve goals
• Exceptional written and verbal communication skills
• High level of customer service with a passion for exceeding expectations
• Creative and strategic thinking to drive improvement
• Strong organizational and time management skills
• Flexible hours, including weekends and holidays

Responsibilities

• Oversee daily operations of the Customer Service departments (Front End, Online Pick-up, Cash Office) and meet sales and profit targets
• Recruit, hire, and orient new hires; maintain a high level of talent within the department
• Train and evaluate department staff; support professional development and development plans
• Foster diversity and inclusion within the team and engage associates
• Manage labor relations and resolve employee issues promptly
• Ensure exceptional customer service and a well-stocked store with fresh products
• Monitor KPIs and manage budgets to achieve profitability goals
• Ensure compliance with company policies and regulatory requirements and maintain safety audits

Skills

Supervisory leadership

Customer service focus

Communication skills

Education

Bachelor's degree in Business Administration/Retail Management

Job description

Stop & Shop in Provincetown, MA is seeking a Customer Service Manager to lead Front End, Online Pick-up, and Cash Office operations, driving sales and profitability while maintaining sanitation and safety standards.

You will recruit, train, and develop a diverse team, manage labor relations, and monitor KPIs to ensure best-in-class service. The role emphasizes community engagement and a positive store culture.