Home Shopping Manager

Home Shopping Department ManagerThe 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 OperationsOversee daily home shopping operations including order picking, staging, and customer pickup/deliveryEnsure orders are fulfilled accurately, on time, and in accordance with company standardsMonitor order volume, cut‐off times, and service metricsCoordinate workflow to meet peak demand and service windowsEnsure department readiness throughout operating hoursCustomer ExperienceDeliver excellent customer service for online and pickup customersResolve customer concerns related to substitutions, quality, timing, or order accuracyEnsure associates follow customer communication and substitution guidelinesMaintain a positive, efficient, and customer‐focused operationLeadership & Associate DevelopmentHire, train, coach, and develop home shopping associatesCreate schedules aligned to forecasted order volume and labor targetsAssign tasks and manage daily workflows and productivityProvide ongoing feedback, recognition, and corrective action as neededFoster accountability, teamwork, and engagement within the departmentLabor & ProductivityPlan and manage labor to meet productivity and service expectationsMonitor pick rates, order accuracy, and labor utilizationAdjust staffing and priorities based on real‐time demandEnsure accurate timekeeping and attendance complianceInventory, Quality & SubstitutionsPartner with Grocery, Produce, Meat, and other departments to maintain product availabilityEnsure proper product selection, freshness, and substitution standardsMonitor out‐of‐stocks, substitutions, and customer feedbackSupport inventory accuracy and reporting of availability gapsSafety, Compliance & StandardsEnforce safe work practices and proper equipment useMaintain clean, organized, and safe work and staging areasEnsure compliance with company policies and proceduresComplete required documentation, reports, and logs accuratelyPartnership with Store LeadershipPartner with Store Director, Assistant Store Director, and other department managersParticipate in store leadership meetings as requiredSupport store initiatives while prioritizing e‐commerce executionCommunicate operational needs, challenges, and opportunitiesScope of AuthorityDirectly supervises home shopping associatesMakes day‐to‐day operational decisions within the departmentPartners with store leadership on performance management and disciplineDoes not independently finalize terminations without leadership approval