POSITION PURPOSE:

The e Commerce Operations Manager leads day-to-day store-level e Commerce operations (Drive Up & Go / Pickup, Home Delivery, and third-party delivery where applicable) to deliver a fast, accurate, and high-quality customer order experience. This role owns omnichannel execution in-store by coaching and developing e Commerce associates, partnering with Store Directors and department leaders, and using performance dashboards to improve customer satisfaction, availability, productivity, and on-time performance.

KEY ACCOUNTABILITIES:

• Own store-level e Commerce execution and customer order experience across Pickup/Drive Up & Go and delivery programs, ensuring orders are picked, staged, and handed off accurately and safely.

• Lead daily operations using the OMNI performance dashboards and customer feedback (NPS / customer comments) to identify pain points and drive corrective actions.

• Drive order quality standards (freshness checks, proper substitutions, safe food handling, bagging, staging, and label placement) and conduct scheduled spot checks and audits.

• Partner with Store Director, Operations Manager, and department leaders (Grocery, Produce, Meat, Deli, Front End) to improve availability and reduce out-of-stocks that impact e Commerce orders.

• Plan and write (or influence) effective labor schedules aligned to demand forecasts; coach productivity and quality to meet labor efficiency expectations.

• Coach, train, and certify e Commerce associates using Portland OMNI Playbook standards (onboarding buddy program, daily huddles, reinforcement training) and maintain a culture of safety and service.

• Ensure compliance with policies, procedures, and restricted-item handling (ID checks where required) and promptly escalate issues (equipment outages, device problems, system interruptions).

• Maintain accurate operational records and reporting; provide timely, actionable updates to store leadership to support proactive decision-making and continuous improvement.

• Coordinate execution of division and central initiatives (e.g., Click & Collect label changes, staging/destaging updates, certification processes) and ensure sustained adoption.

• Drive safety culture

MEASURES OF SUCCESS

• Customer Order Experience / NPS and reduction in recurring customer pain points

• On-time handoff / OTH performance and reliable staging readiness

• Order accuracy and substitution quality

• Out-of-stocks impacting e Commerce orders trending downward

• Picker productivity and schedule efficiency aligned to forecasted demand

• Training completion, certification readiness, and reduced operational defects

KNOWLEDGE AND EXPERIENCE:

• Education Level:

• Associate’s or Bachelor’s degree preferred, or equivalent relevant experience.

• RMCP or MBA a plus

• Experience Level:

• Experience as a Store Director or Assistant Store Director with working knowledge of Ecommerce systems

• 3-5 years leading teams in a high-volume retail, grocery, or omnichannel fulfillment environment; multi-department partnership experience strongly preferred.

• Skills and Experience:

• Working knowledge of e Commerce fulfillment workflows (picking, staging, handoff, substitutions, customer communication) and ability to coach to standard work.

• Comfort using dashboards and operational reporting to diagnose issues, prioritize actions, and tell a clear performance story to store leadership.

• Strong people leadership: coaching, training, delegation, and accountability; able to influence without direct authority across departments.

• Customer-first mindset with strong attention to detail and quality standards for perishables and food safety.

• Proficiency with basic productivity tools (email, spreadsheets) and ability to learn store and enterprise systems quickly.

• Demonstrates advanced proficiency with Microsoft Office Suite, including Excel for reporting and analysis, Word for documentation, Outlook for communication, and Teams/Share Point for collaboration and workflow management to support daily retail operations and support decision making.

• Leads teams effectively through change in a fast‑paced retail environment, communicating expectations clearly, adapting quickly to shifting priorities, and motivating employees to embrace new processes, technologies, and business needs.

TRAVEL REQUIREMENTS: Travel 75% of the work week across the division, with rotating weekend responsibilities. Travel scope and distance will vary depending on the assigned geographic area.

PHYSICAL ENVIRONMENT:

• Schedule includes early mornings, evenings, weekends, and holidays based on business needs and customer demand.

• Physical requirements include standing/walking for extended periods and lifting up to approximately 50 pounds.

• Ability to stand, walk, bend, stoop, reach and move rapidly for extended periods of time.

• Ability to lift and maneuver objects of various dimensions and weights up to approximately fifty pounds.

• Requires the analytical ability to handle administrative duties and mental alertness to ensure accurate, safe, and thorough completion of work activities.  Possess ability to concentrate and deal with frequent interruptions.

• Willingness to work independently in a fast-paced environment.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this job classification.  They are not intended to be construed as an exhaustive list of all responsibilities and skills required of personnel so classified.

An Equal Opportunity Employer: