Home Shopping Manager

POSITION PROFILE

Home Shopping Department Manager As a Home Shopping Department Manager, you will lead a high‑performing online shopping team in a fast‑paced, customer‑focused environment. This role is responsible for selecting customer orders, managing people and processes, and ensuring a seamless, high‑quality online shopping experience. You will oversee a team of 15-30 associates who pick, stage, load, and deliver online grocery orders. This leadership position requires strong multi‑tasking, problem‑solving skills, and the ability to drive performance while ensuring exceptional service.

KEY ACCOUNTABILITIES E

‑Commerce Operations & Order Fulfillment Manage day‑to‑day E‑Commerce operations and picker performance. Ensure quality produce and in‑code product are selected for every online order. Verify that customer orders are picked, staged, and prepared accurately and on time. Conduct audits on order accuracy and completion. Achieve and maintain a minimum of 90 picks per hour , coaching staff to meet performance expectations. Product Availability, Inventory & In‑Stock Standards Partner with Store Director, department heads, receiver, vendors, and Operations Managers to ensure full product availability. Manage the re‑shop process to reduce out‑of‑stocks and minimize substitutions. Manage future item demand and ordering needs. Participate in weekly Store Director and department manager meetings. Achieve 97% in‑stock fulfillment , 3% out‑of‑stocks , and work toward 0% missing items . Observe shoppers and work with drivers to ensure operational best practices are followed. Leadership, Staffing & Team Development Partner with Store Director and Operations Manager to interview, hire, train, coach, and mentor team members. Manage and develop direct reports to achieve operational and performance goals. Schedule shoppers to ensure productivity targets and labor efficiencies are met. Promote a positive, motivating work environment for all E‑Commerce associates. Customer Service & Issue Resolution Proactively manage customer communication, including responding to incoming calls and reaching out when necessary. Process customer refunds in a timely manner. Deliver exceptional service to drive customer satisfaction and loyalty across the online shopping channel. Asset Management & Department Administration Manage E‑Commerce equipment and assets, ensuring proper use and maintenance. Monitor and control undelivered product and associated waste. Use computer applications to manage orders, communicate business directives, and run required reporting. Perform services for drive‑up customers and delivery partners.