Home Shopping Department Manager – Job Description POSITION PURPOSE

The Home Shopping Department Manager oversees the daily operations of the Home Shopping Department, ensuring accurate order fulfillment, excellent customer service, strong labor management, and compliance with Company standards. This role is responsible for driving department performance through leadership, training, merchandising execution, and efficient pickup/delivery operations.

KEY ACCOUNTABILITIES Customer Service & Order Fulfillment

Ensure timely, accurate, and customer‑focused fulfillment of all online orders. Resolve customer issues, substitutions, refunds, and service concerns promptly and professionally. Maintain a positive pick‑up and delivery experience that supports overall store CSI performance. Reinforce service standards with all associates handling customer interactions.

Home Shopping Operations

Oversee end‑to‑end Home Shopping operations including order picking, staging, dispensing, and delivery coordination (where applicable). Ensure proper use of Home Shopping technology, handheld devices, and fulfillment systems. Monitor order accuracy, pick rates, on‑time fulfillment, and substitution quality. Partner with department leaders to address inventory availability and out‑of‑stocks impacting orders.

Labor Management & Scheduling

Create and manage schedules that align staffing with order volume and peak demand. Adjust labor dynamically to maintain service levels while meeting productivity expectations. Assign daily workloads and verify completion of tasks within expected timeframes.

Team Leadership, Training & Development

Hire, train, coach, and develop Home Shopping associates. Provide clear performance feedback, recognition, and corrective action as needed. Promote cross‑training and teamwork to ensure operational coverage and flexibility. Maintain a positive and accountable department culture.

Inventory, Quality & Compliance

Ensure accurate product selection, proper substitutions, and adherence to quality standards (freshness, expiration dates, temperature control). Maintain compliance with food safety, sanitation, and handling guidelines. Ensure department readiness for audits, inspections, and leadership visits.

Reporting & Performance Metrics

Monitor key performance indicators including order accuracy, on‑time completion, labor efficiency, and customer satisfaction. Review department reports and take corrective action when performance targets are missed. Communicate department performance, challenges, and opportunities to store leadership.

SCOPE & IMPACT

Full responsibility for Home Shopping Department operations and performance. Leads and supervises Home Shopping associates. Plays a key role in customer satisfaction and digital sales growth.

KNOWLEDGE, SKILLS & EXPERIENCE Education / Experience

High school diploma or equivalent required. Prior retail, e‑commerce, or Home Shopping experience preferred. Supervisory or leadership experience strongly preferred.

Skills

Strong customer service and communication skills. Ability to manage fast‑paced, high‑volume fulfillment operations. Strong organizational, time‑management, and problem‑solving abilities. Proficient with store systems, handheld technology, and basic computer applications.

PHYSICAL REQUIREMENTS

Frequent walking, standing, bending, and lifting up to 50 lbs. Ability to work in varying temperature zones including coolers and freezers. Ability to work early mornings, evenings, weekends, and holidays as needed.

OTHER REQUIREMENTS

Reliable attendance and schedule flexibility required. Must follow all Company policies, safety procedures, food safety standards, and the Code of Business Conduct.