Customer Service & Store Operations Manager

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

Benefits offered by this job

Comprehensive benefits

Career development opportunities

Associate discounts

Job summary

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

The role emphasizes people development, labor relations, and delivering best-in-class service to customers. You will manage budgets, monitor performance, and engage with the community to support our mission.

Qualifications

• 1-3 years of supervisory or leadership experience in retail or grocery.
• Bachelor's degree in Business Administration, Retail Management, or related field preferred or equivalent years of work experience.
• Strong ability to influence and communicate across functions.
• Excellent multitasking and time management abilities.
• Demonstrated leadership and management skills with team guidance and goal achievement.
• Exceptional written and verbal communication with customers and staff.

Responsibilities

• Oversee daily Operations of the Customer Service departments including Front End, Online Pick-up and Cash Office.
• Lead recruitment, hiring and new hire orientation and maintain a high talent level in the department.
• Develop and evaluate training plans, monitor performance and support professional growth.
• Foster diversity and inclusion within the team and engage associates.
• Manage labor relations and address employee issues in a timely manner.
• Drive customer service excellence and ensure well-stocked stores with fresh products.
• Monitor key performance metrics and identify process improvements for profitability.
• Ensure compliance with policies, safety audits, and regulatory requirements.
• Engage with the local community and coordinate outreach and charitable initiatives.

Skills

Supervisory experience

Communication skills

Leadership

Customer service

Organizational & time management

Flexibility with hours

Retail/Grocery knowledge

Education

Bachelor's degree or equivalent

Job description

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

The role emphasizes people development, labor relations, and delivering best-in-class service to customers. You will manage budgets, monitor performance, and engage with the community to support our mission.