Home Shopping Manager

The Home Shopping Department Manager (HSDM) is responsible for leading all aspects of the Home Shopping (eCommerce/Drive‑Up‑and‑Go) operation, including order fulfillment, associate performance, customer satisfaction, and operational efficiency. This role ensures timely, accurate order execution while maintaining service, labor, and compliance standards in a fast‑paced environment.

• Lead, coach, and develop Home Shopping associates and supervisors to meet productivity and service standards.
• Support hiring, onboarding, training, and scheduling to ensure appropriate coverage based on order volume.
• Provide regular performance feedback, recognition, and corrective coaching as needed.
• Foster a culture of urgency, accountability, and customer‑first execution.

• Oversee daily Home Shopping operations, including picking, staging, dispensing, and customer handoff.
• Ensure orders are fulfilled accurately, on time, and in accordance with company standards.
• Monitor order flow, capacity, and staffing to meet demand and reduce wait times.
• Partner with store leadership to address operational challenges and volume spikes.

• Deliver a consistent, positive Home Shopping customer experience.
• Resolve customer complaints, errors, and service escalations promptly.
• Monitor customer feedback, metrics, and service scores to drive improvement.
• Train associates on service expectations and customer interaction standards.

• Manage labor scheduling to align with forecasted order volume and productivity goals.
• Monitor key performance indicators (orders per hour, on‑time fulfillment, substitutions, wait time).
• Control expenses, reduce shrink, and minimize product handling errors.
• Ensure accurate inventory management and proper substitution practices.

• Ensure compliance with food safety, sanitation, and temperature control standards.
• Maintain audit readiness for safety, HR, and operational reviews.
• Enforce safety procedures and promote a safe work environment.
• Ensure adherence to company policies, including HR, scheduling, and training requirements.

• Partner closely with the Store Director, Service Operations Manager, and department leaders.
• Communicate expectations, goals, and performance results clearly to the Home Shopping team.
• Support cross‑department coordination to ensure product availability and order accuracy.
• Work with Talent Acquisition and HR partners to support staffing and training needs.

• Prior retail or grocery leadership experience.
• Strong organizational skills and ability to manage multiple priorities.
• Demonstrated ability to lead teams in a high‑volume, time‑sensitive environment.
• Strong communication and problem‑solving skills.

• Previous Home Shopping, eCommerce, or fulfillment management experience.
• Experience managing labor, productivity metrics, and customer service KPIs.
• Familiarity with company systems and order fulfillment technology.

• Full‑time leadership role with flexible scheduling.
• Includes early mornings, evenings, weekends, and holidays based on business needs.
• Requires frequent standing, walking, lifting, and movement throughout the store.