Home Shopping Manager

POSITION PURPOSE

The Home Shopping Manager is responsible for leading all Home Shopping (e‑Commerce/Online Pickup & Delivery) operations to deliver a fast, accurate, and customer‑focused experience. This role oversees order fulfillment, labor planning, quality standards, and associate development while ensuring efficient execution, inventory accuracy, and compliance with company policies.

KEY ACCOUNTABILITIESLeadership & Associate Development

• Lead, train, coach, and develop Home Shopping associates to meet performance, accuracy, and service expectations.
• Schedule labor effectively to support order volume, peak demand, and delivery windows while controlling labor costs.
• Maintain accountability for attendance, productivity, order accuracy, and policy compliance.
• Support hiring, onboarding, training, and performance management for Home Shopping associates.

Home Shopping Operations

• Oversee daily Home Shopping operations, including order picking, staging, pickup, and delivery coordination.
• Ensure orders are fulfilled accurately, on time, and according to quality standards.
• Monitor order flow, substitutions, cancellations, and customer communications.
• Ensure proper execution of company Home Shopping programs, processes, and technology tools.

Inventory, Quality & Financial Performance

• Partner with department managers to ensure product availability, accurate substitutions, and inventory alignment.
• Monitor key performance indicators such as fill rate, pick speed, on‑time fulfillment, labor productivity, and customer satisfaction.
• Implement action plans to improve performance, reduce errors, and increase efficiency.
• Control supplies, shrink, and operational costs related to Home Shopping.

Customer Experience

• Deliver a seamless, friendly, and reliable Home Shopping experience.
• Address customer concerns, substitutions, and service issues promptly and professionally.
• Model and reinforce customer service expectations with associates during pickup and delivery interactions.

Compliance & Collaboration

• Ensure compliance with company policies, food safety, safety, and regulatory requirements.
• Maintain clean, organized, and safe staging and storage areas.
• Partner with Store Leadership, Service Operations, and department managers to support storewide goals.
• Serve as Manager on Duty as assigned.