Front End Supervisor

• Type: Full-time (32-40 hours per week)
• Pay Rate: $20-$22 per hour
• Desired Start Date: As soon as possible

We are seeking a dynamic and experienced Front-End Supervisor to join our team. This position is responsible for overseeing front-end operations at both the Main Campus Store and UMass Downtown, as well as staffing support for offsite events (e.g., football, hockey, basketball, and other university functions). The Front-End Supervisor ensures outstanding customer service, smooth store operations, and efficient staffing across all locations.

This key holder role requires excellent leadership, communication, and organizational skills. The Front-End Supervisor is responsible for staff scheduling across multiple locations, training new employees, and ensuring that front-end policies and procedures are consistently followed.

This position is best suited for experienced leaders with strong communication and interpersonal skills, problem-solving abilities, and business acumen. Weekend availability and flexibility to work at both store locations as needed are required.

• Employee discount
• 403(b) retirement plan
• Health, dental, vision, and PTO

• Recruit, hire, train, and manage front-end staff.
• Schedule staff for all locations, including the Main Campus Store, UMass Downtown, and offsite events, ensuring optimal coverage.
• Conduct performance evaluations and provide ongoing coaching and feedback.
• Foster a positive and inclusive work environment.
• Ensure front-end staff adhere to store policies and procedures, including PCI compliance.
• Manage on-duty store associates on weekends when scheduled as the on-duty supervisor.
• Ensure checklist duties are completed thoroughly and fairly between associates.
• Schedule and monitor employee breaks.
• Post and print employee schedules at least 2 weeks in advance.
• Address cash register shortages of $10 or more, following proper documentation and audit compliance.
• Lead by example through exceptional customer service, full knowledge of POS systems, punctuality, and proper cash handling procedures.

• Ensure that all customers receive prompt, courteous, and knowledgeable assistance.
• Handle customer inquiries, complaints, and escalations in a professional and effective manner.
• Promote a culture of exceptional customer service among staff.

• Perform opening and closing duties for both store locations as a key holder, following all security protocols.
• Troubleshoot and resolve register issues, ensuring smooth transaction processes.
• Oversee cash handling procedures and ensure accurate register balancing.
• Maintain cleanliness and organization of the front-end area.
• Conduct daily register audits for over and short variances.
• Enforce loss prevention best practices through attentiveness and customer service.

• Liaise with department managers to ensure seamless operations across all locations.
• Utilize the employee forum to communicate important updates and announcements.
• Conduct regular team meetings to keep staff informed and engaged.

• Develop and implement training programs for new and existing staff.
• Provide ongoing coaching to enhance staff performance and professional growth.
• Ensure staff compliance with store policies and procedures.

• High school diploma or equivalent (college degree preferred).
• Minimum 2-3 years of retail experience, with at least 1 year in a supervisory role.
• Strong leadership and interpersonal skills.
• Excellent customer service and communication abilities.
• Proficiency with point-of-sale (POS) systems and basic troubleshooting.
• Ability to work weekends, flexible hours, and shift between multiple store locations.
• Strong organizational and multitasking skills.
• Ability to handle stressful situations with professionalism and calmness.
• Reliable transportation to travel between locations as needed.

• Employee training and development
• Scheduling across multiple locations
• Conflict resolution
• Proficiency in Google Sheets, Docs, Microsoft Teams, Asana
• Experience using internal employee forums

If you're an experienced leader with a passion for customer service and retail operations, we'd love to have you on our team.