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Job Description
POSITION PURPOSE
The Home Shopping Manager is responsible for leading all Home Shopping (e‑Commerce/Online Pickup & Delivery) operations to deliver a fast, accurate, and customer‑focused experience. This role oversees order fulfillment, labor planning, quality standards, and associate development while ensuring efficient execution, inventory accuracy, and compliance with company policies.
KEY ACCOUNTABILITIES
Leadership & Associate Development Lead, train, coach, and develop Home Shopping associates to meet performance, accuracy, and service expectations. Schedule labor effectively to support order volume, peak demand, and delivery windows while controlling labor costs. Maintain accountability for attendance, productivity, order accuracy, and policy compliance. Support hiring, onboarding, training, and performance management for Home Shopping associates. Home Shopping Operations Oversee daily Home Shopping operations, including order picking, staging, pickup, and delivery coordination. Ensure orders are fulfilled accurately, on time, and according to quality standards. Monitor order flow, substitutions, cancellations, and customer communications. Ensure proper execution of company Home Shopping programs, processes, and technology tools. Inventory, Quality & Financial Performance Partner with department managers to ensure product availability, accurate substitutions, and inventory alignment. Monitor key performance indicators such as fill rate, pick speed, on‑time fulfillment, labor productivity, and customer satisfaction. Implement action plans to improve performance, reduce errors, and increase efficiency. Control supplies, shrink, and operational costs related to Home Shopping. Customer Experience Deliver a seamless, friendly, and reliable Home Shopping experience. Address customer concerns, substitutions, and service issues promptly and professionally. Model and reinforce customer service expectations with associates during pickup and delivery interactions. Compliance & Collaboration Ensure compliance with company policies, food safety, safety, and regulatory requirements. Maintain clean, organized, and safe staging and storage areas. Partner with Store Leadership, Service Operations, and department managers to support storewide goals. Serve as Manager on Duty as assigned.
