Supervisor - Front End Operations & Customer Service Excellence

Welcome to Gelson’s! For over 70 years, Gelson’s has served Southern California shoppers with an enthusiasm for food of the highest quality. Our commitment to quality, selection and exceptional service sets us apart. We strive to exceed our customers’ expectations with every visit, and we take pride in creating a positive shopping experience.

We are currently searching for a Front-End Operations & Customer Service Excellence Supervisor that will be responsible for elevating the customer and front-end experience across all stores by ensuring consistent execution of operational standards, process accuracy, and service excellence. This role oversees POS performance, cash-office procedures, in-store bookkeeping practices, kiosk programs, and guest-service delivery across departments. Acting as a strategic partner to store teams and cross-functional departments, the Field Supervisor ensures alignment with corporate initiatives, strengthens operational controls, and fosters a culture centered on accuracy, efficiency, and exceptional customer service.

Essential Duties and Responsibilities

Front End & POS Operations

• Oversee front-end operations including cashier accuracy, transaction integrity, customer flow, and check stand efficiency.
• Ensure consistent execution of company standards for scanning accuracy, tendering, refunds, voids, overrides, and loss-prevention controls.
• Troubleshoot POS issues and collaborate with IT, LP, and Operations to resolve problems quickly and enhance system reliability.
• Monitor store performance to ensure compliance with established front-end procedures and operational expectations.

Cash Office & Bookkeeping Oversight

• Support and guide bookkeepers on daily cash-handling standards, deposits, safe counts, balancing, and financial reporting.
• Ensure adherence to corporate financial controls, documentation requirements, and audit readiness.
• Provide targeted training and coaching to increase accuracy, compliance, and consistency across all store cash office operations.

Kiosk Program Management

• Manage the in-store kiosk program, ensuring proper functionality, placement, and accuracy of all machines.
• Collaborate with vendors and internal teams to assess, source, and update kiosk offerings.
• Establish and communicate clear operational guidelines for store teams regarding kiosk expectations and procedures.

Customer Service Leadership

• Serve as the lead field resource for customer-service excellence across all departments.
• Coach and support associates and leaders in guest engagement, issue resolution, and execution of the company's service standards.
• Conduct store visits to assess service delivery, identify gaps, and partner with leadership to implement improvements.
• Work cross-functionally to develop solutions, training, and tools that elevate the overall customer experience.

Operational Strategy & Process Improvement

• Execute and support the front-end operational strategy to improve accuracy, efficiency, and service delivery.
• Identify opportunities for process improvements, implementing solutions that streamline workflow and reduce errors.
• Analyze performance trends and reporting to determine root causes, support corrective actions, and enhance operational consistency.

Field Support & Collaboration

• Act as the primary point of contact for POS, cash office, kiosk, gift card, and customer-service-related operational questions.
• Partner with Operations, IT, Loss Prevention, HR, Finance, and Marketing to ensure successful implementation of company initiatives.
• Conduct audits, follow-ups, and hands-on support during store visits to maintain compliance and proactively address issues.

Qualifications

• Minimum 3–5 years of experience in grocery or retail front-end operations; multi-unit experience preferred.
• Strong knowledge of POS systems, cash-handling controls, customer-service standards, and retail financial workflows. Experience with kiosk management and vendor coordination highly desirable.
• Demonstrated ability to lead through influence, train teams, and drive consistent execution of standards. Strong communication skills, analytical capability, and a customer-first mindset.
• Proficiency in MS Word, Excel, PowerPoint, and email applications.
• Willingness to travel regularly throughout Southern California

The ideal candidate will have a strong understanding of retail front-end operations including POS functionality, cash-handling procedures, financial controls, and kiosk technologies.