Position Profile

Are you ready to be an integral part of a dynamic organization on the cutting edge of the grocery service business? Do you have a passion for customer service? Are you a natural leader who's ready to manage a team of amazing, dedicated people?

As an Operations Manager you will oversee the operational performance of the E-commerce teams of 12 to 25 stores encompassing 200 to 400 direct and indirect non-exempt associates. These store based teams fulfill on-line customer orders via in-store picking, home and business delivery and at store pick up. This dynamic leader is responsible for creating a positive and consistent customer experience while growing E-commerce sales and meeting performance targets. The ability to collaborate across functional and divisional boundaries and communicate effectively are key skills in this position.

This leader must have a daily focus on customers, employees, processes, tools and performance metrics. In addition, the E-Commerce Operations Manager will interview, hire, engage, coach and mentor direct and indirect reports and ensure a strong partnership with store and division leadership.

Key Accountabilities

Lead and manage 50 to 100 hourly front-line brand ambassadors responsible for delivering groceries via delivery vans. Quick thinking and a problem solving mindset are desirable attributes in this faced paced environment. • Customer feedback • Staff turnover • On time delivery • Deliveries per hour

Manage day-to-day E-commerce operations. Ensure customer orders are accurately picked and delivered on time across both delivery stores and Drive Up and Go stores. • On time tilling • Missing items • Availability • Picks per hour

Achieve sales growth targets. Develop and grow B2B business. Cultivate relationships with E-commerce customers to retain business and grow revenue. • Sales volume • Customer retention

Ensure consistently positive customer experience leading to market growth. Proficient in customer relationship management. Review and adjust delivery coverage as needed. • Sales growth • Customer feedback

Schedule drivers to efficiently cover delivery routes. • Labor optimization • Deliveries per hour • Overtime management

Manage the investigation of accidents, workers comp claims and traffic citations. • Unresolved AT

Forecast labor requirements. Interview and hire full and part time drivers. • Staff headcount • Staff turnover

Partner with store and division leadership to ensure a consistently excellent customer experience. Conduct periodic and quarterly store based E-commerce business reviews. • Availability • Staff headcount

Knowledge and Experience

• 4 - 8 years' experience managing people, preferably large teams in distributed locations

• Store management or retail operations experience, preferably in retail grocery.

• Bachelor's degree in related field or commensurate experience

Logistics experience a plus

Skills and Background

• Strong customer service skills and the ability to resolve complaints, inquiries and operational errors.

• Ability to lead and motivate a diverse team of E-commerce associates

• Ability to prioritize and make sound business decisions

• Strong influencing skills

• Financial acumen - delivering sales growth and expense control

• Ability to manage competing priorities, problem solve, multi-task and deliver with good time management skills.

• Strong written and oral communication skills

Strong training and coaching skills

• Current valid driver's license

Must have a car