Home Shopping Manager

Home Shopping Department Manager – Position Profile OverviewAre you ready to lead a high‑performing home shopping team in a fast‑paced, digital retail environment?The Home Shopping Department Manager oversees the people, processes, and tools that ensure an exceptional online grocery experience. This leader selects high‑quality products, manages order accuracy and timing, and leads a team of 15–30 associates responsible for picking, staging, loading, and delivering online orders.This role requires a dynamic leader who can multi‑task, problem solve quickly, and maintain a strong focus on customer service and operational excellence.Key Accountabilities E‑Commerce Operations & ProductivityManage day‑to‑day Home Shopping operations and picker performance.Ensure high‑quality produce and in‑code product are selected for customer orders.Verify orders are picked accurately, staged properly, and completed on time.Audit order accuracy and fulfillment quality.Responsible for achieving 90+ picks per hour and driving team performance to meet productivity targets.In‑Stock Management & Product AvailabilityPartner with Store Director, department heads, receiver, vendors, and Operations Managers to ensure full product availability.Oversee re‑shop process to reduce out‑of‑stocks and unnecessary substitutions.Manage future product demand and ensure inventory readiness.Maintain performance standards:97% in‑stock fulfillment0% missing itemsObserve shoppers and partner with delivery drivers to ensure best practices are consistently followed.Attend weekly Store Director and department manager meetings.People Leadership & Team DevelopmentPartner with Store Director and Operations Manager to interview, hire, train, coach, mentor, and lead department associates.Schedule staff to meet performance, efficiency, and service level expectations.Provide ongoing coaching, performance management, and development opportunities.Customer Experience & Service RecoveryRespond promptly to customer calls, service issues, concerns, or complaints.Proactively reach out to customers when needed to resolve issues or provide updates.Process customer refunds in a timely and accurate manner.Asset & Equipment ManagementManage and maintain eCommerce equipment, technology, totes, staging racks, and undelivered product.Ensure proper handling and storage of all eCommerce assets.Systems, Reporting & CommunicationUtilize all current computer applications to manage orders, monitor performance, and communicate business directives.Use systems such as Manhattan, Vtil, Power BI, and company email platforms as part of daily operations.Perform services for drive‑up customers and delivery agents aligned with the eCommerce program.Knowledge & ExperienceCustomer service and retail experience preferred.Experience working with and leading teams.Leadership experience required.High school diploma, GED, or equivalent.Skills & BackgroundProficiency in computer applications: Outlook, Excel, Word, Manhattan, Vtil, Power BI, and exception management systems.Strong customer service and relationship‑building skills.Excellent attention to detail and accuracy.High level of integrity and professionalism.Ability to prioritize, make sound business decisions, and manage multiple tasks simultaneously.Strong written and verbal communication skills.Effective training, coaching, and team‑development capabilities.