Key Accountabilities E‑Commerce Daily Operations & Order Quality Manage day‑to‑day E‑Commerce operations and overall picker performance. Ensure quality produce and in‑code product are selected for customer orders. Verify that all customer orders are accurately picked, staged, and prepared for on‑time delivery. Audit order completion and accuracy to maintain service standards. Responsible for achieving a minimum of 90 picks per hour and managing staff to meet or exceed performance goals. Product Availability, Fulfillment & Store Partnerships Partner with store leadership—including Store Director, department heads, receiver, vendors, and Operations Managers—to ensure product availability. Manage the re‑shop process to reduce out‑of‑stocks and minimize substitutions. Monitor and manage future item demand. Participate in weekly Store Director and department manager meetings. Responsible for achieving 97% in‑stock shopping fulfillment, less than 3% out‑of‑stocks, and 0% missing items. Partner with drivers and observe shoppers to ensure all best practices are consistently followed. Staff Leadership, Scheduling & Development Collaborate with the Store Director and Operations Manager to interview, hire, train, coach, mentor, and manage direct reports. Schedule shoppers to meet efficiency expectations and ensure adequate coverage for business needs. Customer Experience & Issue Resolution Proactively manage customer communication, including responding to customer calls and conducting outreach when needed. Process customer refunds in a timely and accurate manner. Asset Management & Operational Compliance Manage E‑Commerce assets, equipment, and all undelivered product. Use current computer applications to manage orders, communicate business directives, and maintain reporting accuracy. Customer Pickup & Delivery Support Perform services for drive‑up customers and support delivery agents partnered with the E‑Commerce department.