Job Details

POSITION PURPOSEThe 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 ACCOUNTABILITIES Leadership & 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.