Home Shopping Manager

Position Summary The Home Shopping Department Manager (HSDM) is responsible for leading the store's e‑commerce and home shopping operation, ensuring accurate order fulfillment, exceptional customer service, and operational excellence. This role oversees order picking, staging, curbside delivery, labor planning, and compliance with company standards to support sales growth and customer satisfaction. Key Responsibilities Leadership & Team Development Lead, coach, train, and develop Home Shopping associates to meet performance and service expectations Create schedules aligned with order volume, labor standards, and business needs Provide ongoing coaching, performance feedback, and corrective action as needed Foster a customer‑focused, accountable, and collaborative team environment Home Shopping Operations Oversee daily home shopping operations including order picking, packing, staging, curbside delivery, and customer handoff Ensure accuracy, timeliness, and quality standards are met for all orders Monitor order flow, capacity, substitutions, and fulfillment metrics Partner with store leaders and department managers to address inventory availability and substitutions Customer Experience Deliver an exceptional online and pickup experience for customers Resolve escalated customer concerns related to order quality, substitutions, or service issues Ensure associates follow service standards for curbside and customer interactions Inventory, Accuracy & Quality Control Ensure accurate item picking, scanning, and substitutions in alignment with company guidelines Monitor out‑of‑stocks and collaborate with department teams to improve availability Reduce errors, missed items, order defects, and customer complaints Labor, Sales & Performance Management Analyze sales trends, order volume, and labor utilization to optimize staffing Monitor key performance indicators (KPIs) such as fulfillment rates, wait times, substitutions, and accuracy Control expenses and support overall store financial goals Safety & Compliance Ensure compliance with safety standards, food handling guidelines, and company policies Maintain cleanliness, organization, and safety in pickup and staging areas Ensure associates follow proper lifting, handling, and customer delivery procedures