Retail Customer Service Operations Leader

Stop & Shop; Massachusetts; Hybrid; USD 65,000 - 97,000; Full time

Benefits offered by this job

Comprehensive benefits

Career growth

Associate discounts

Community focus

Job summary

Stop & Shop in Massachusetts is seeking a Store Operations Manager to oversee daily Customer Service departments, including Front End, Online Pick-up, and Cash Office, ensuring targets are met and safety standards are maintained.

The role emphasizes people development, labor relations, and delivering best-in-class service while managing budgets and improving process efficiency to keep the store well-stocked and profitable. Flexibility for weekends and holidays is required.

Qualifications

• 1-3 years of supervisory or leadership experience in retail grocery operations.
• 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 organizational skills.

Responsibilities

• Oversee the daily Operations of the Customer Service departments including Front End, Online Pick-up and Cash Office.
• Ensure departments meet or exceed sales and profit targets.
• Maintain high standards of sanitation and safety, ensuring compliance with all regulations.
• Recruit, hire and orient new staff while maintaining talent within the department.
• Direct, oversee, and evaluate training completion of Customer Service team members.
• Monitor associate performance and ensure development plans for growth.
• Foster diversity and inclusion within the team.
• Engage and retain associates by maintaining a positive work environment.
• Manage labor relations and address employee issues and grievances.
• Cultivate a culture of customer service excellence and ensure well‑stocked stores.
• Identify opportunities for process optimization and drive efficiency.
• Manage departmental budgets and financial targets to achieve profitability.

Skills

Leadership experience

Retail operations

Customer service leadership

Education

Bachelor's degree

Job description

Stop & Shop in Massachusetts is seeking a Store Operations Manager to oversee daily Customer Service departments, including Front End, Online Pick-up, and Cash Office, ensuring targets are met and safety standards are maintained.

The role emphasizes people development, labor relations, and delivering best-in-class service while managing budgets and improving process efficiency to keep the store well-stocked and profitable. Flexibility for weekends and holidays is required.