Store Operations & Customer Service Leader

Stop & Shop; West Haven (CT); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Comprehensive benefits

Associate discounts

Professional development

Flexible schedule

Job summary

Stop & Shop in West Haven, CT, seeks a results-driven Customer Service Manager to oversee Front End, Online Pick-up and Cash Office operations, delivering best-in-class service and profit growth. You will lead recruiting, training, and performance coaching while ensuring sanitation, safety, and policy compliance.

The role also drives process improvements and community engagement. Ideal candidates bring 1–3 years of supervisory retail experience, a bachelor’s degree (preferred), and the

Qualifications

• 1-3 years of supervisory or leadership experience, preferably in retail grocery
• Bachelor's degree preferred or equivalent years of work experience
• Strong ability to influence and communicate effectively across different functions
• Excellent multitasking skills, with the ability to prioritize and manage multiple responsibilities simultaneously

Responsibilities

• Oversee 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
• Accountable for leading recruitment, hiring and employee orientation, while maintaining a high level of talent within the department
• Direct, oversee, and evaluate the training of all Customer Service department team members
• Monitor and evaluate associate performance, implementing action plans to support professional growth
• Foster a culture of diversity and inclusion within the team
• Engage and retain associates by fostering a positive work environment
• Manage labor relations to ensure compliance with company policies and labor laws
• Address and resolve employee issues and grievances in a timely and effective manner
• Cultivate a culture of excellence in customer service, providing best-in-class service
• Ensure all team members are trained to deliver exceptional customer service
• Monitor and analyze key performance metrics related to customer service and sales
• Identify opportunities for process optimization and implement solutions to enhance operational performance
• Manage departmental budgets, expenses, and financial targets to achieve profitability goals
• Ensure all departments comply with company policies and regulatory requirements
• Conduct regular safety audits and training sessions
• Maintain a clean and safe working environment for all associates
• Actively engage with the local community to understand their needs and preferences
• Develop and maintain positive relationships with community organizations, schools, and other stakeholders
• Coordinate and participate in community events, outreach programs, and charitable initiatives to support our mission of making a positive impact

Skills

Leadership

Customer service

Communication

Multitasking

Time management

Strategic thinking

Team collaboration

Education

Bachelor's degree in Business Administration, Retail Management, or related field

Job description

Stop & Shop in West Haven, CT, seeks a results-driven Customer Service Manager to oversee Front End, Online Pick-up and Cash Office operations, delivering best-in-class service and profit growth. You will lead recruiting, training, and performance coaching while ensuring sanitation, safety, and policy compliance.

The role also drives process improvements and community engagement. Ideal candidates bring 1–3 years of supervisory retail experience, a bachelor’s degree (preferred), and the