Front Office Manager

Front Office / Customer Service Manager

The Front Office Grocery Store Manager is responsible for leading all front-end operations, including registers, customer service desk, cash office, and front-end team members. This role ensures exceptional customer experiences, accurate cash handling, efficient checkout operations, and a well-organized, friendly, and professional front-of-store environment.

This leader sets the tone for service excellence while maintaining strong operational controls, staffing efficiency, and compliance with company policies.

FrontEnd Operations

• Oversee daily operations of all checkout lanes, customer service desk, and frontend support areas

• Ensure fast, friendly, and accurate checkout experiences during all shifts

• Monitor traffic flow and adjust staffing to minimize wait times

• Maintain cleanliness, organization, and professional appearance of the front end

Cash Office & Financial Controls

• Manage daily cash handling, balancing, and reconciliation of registers and office funds

• Ensure compliance with cash-handling procedures

• Investigate and resolve cash discrepancies promptly

Customer Service & Experience

• Lead by example in delivering exceptional customer service

• Resolve customer concerns, complaints, and inquiries with professionalism and empathy

• Ensure refunds, exchanges, rain checks, and special requests are handled accurately

• Support store wide service initiatives and community focused standards

Team Leadership & Development

• Hire, train, schedule, coach, and evaluate front end team members

• Develop future leaders through training and mentorship

• Enforce company policies, attendance standards, and safety procedures

• Foster a positive, respectful, and team oriented work culture

Scheduling & Labor Management

• Create efficient schedules based on sales trends, promotions, and seasonal traffic

• Monitor labor hours to meet payroll and productivity goals

• Ensure proper coverage for peak times, holidays, and promotions

Safety, Compliance & Standards

• Ensure compliance with company policies, safety procedures, and legal requirements

• Maintain awareness of shrink, theft prevention, and operational risks

• Partner with store leadership to support audits, inspections, and company initiatives

Leadership & People Management

• Strong leadership presence with the ability to motivate and coach diverse teams

• Experience managing frontline employees in a fast-paced retail environment

• Ability to handle conflict, corrective action, and performance conversations professionally

Customer Service Excellence

• Passion for creating exceptional customer experiences

• Strong problem-solving and decision-making skills

• Calm and professional under pressure

Organization & Time Management

• Highly organized with strong attention to detail

• Ability to multitask and prioritize in a fast-paced environment

• Dependable, punctual, and flexible with scheduling

Communication & Collaboration

• Clear, confident communicator with customers, team members, and leadership

• Works collaboratively with department managers and store leadership

• Comfortable enforcing policies while maintaining positive relationships

Preferred Qualifications

• 2–5 years of grocery or retail management experience (front end or customer service preferred)

• Knowledge of loss prevention, scheduling, and labor management best practices

Physical Requirements

• Ability to stand, walk, and move throughout the store for extended periods

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Health savings