Home Shopping Manager

Position Summary The Home Shopping Department Manager (HSDM) is responsible for leading all home shopping and e‑commerce operations, including order fulfillment, labor execution, customer experience, and associate development. This role ensures online orders are picked, staged, and delivered accurately and on time while meeting productivity, quality, and service goals. The HSDM plays a critical role in driving digital sales growth and delivering a seamless omnichannel customer experience. Key Responsibilities Home Shopping Operations Oversee daily home shopping operations including order picking, staging, and customer pickup/delivery Ensure orders are fulfilled accurately, on time, and in accordance with company standards Monitor order volume, cut‑off times, and service metrics Coordinate workflow to meet peak demand and service windows Ensure department readiness throughout operating hours Customer Experience Deliver excellent customer service for online and pickup customers Resolve customer concerns related to substitutions, quality, timing, or order accuracy Ensure associates follow customer communication and substitution guidelines Maintain a positive, efficient, and customer‑focused operation Leadership & Associate Development Hire, train, coach, and develop home shopping associates Create schedules aligned to forecasted order volume and labor targets Assign tasks and manage daily workflows and productivity Provide ongoing feedback, recognition, and corrective action as needed Foster accountability, teamwork, and engagement within the department Labor & Productivity Plan and manage labor to meet productivity and service expectations Monitor pick rates, order accuracy, and labor utilization Adjust staffing and priorities based on real‑time demand Ensure accurate timekeeping and attendance compliance Inventory, Quality & Substitutions Partner with Grocery, Produce, Meat, and other departments to maintain product availability Ensure proper product selection, freshness, and substitution standards Monitor out‑of‑stocks, substitutions, and customer feedback Support inventory accuracy and reporting of availability gaps Safety, Compliance & Standards Enforce safe work practices and proper equipment use Maintain clean, organized, and safe work and staging areas Ensure compliance with company policies and procedures Complete required documentation, reports, and logs accurately Partnership with Store Leadership Partner with Store Director, Assistant Store Director, and other department managers Participate in store leadership meetings as required Support store initiatives while prioritizing e‑commerce execution Communicate operational needs, challenges, and opportunities Scope of Authority Directly supervises home shopping associates Makes day‑to‑day operational decisions within the department Partners with store leadership on performance management and discipline Does not independently finalize terminations without leadership approval