Position Summary

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.

Key Responsibilities Department Leadership & Team Development 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. Operations & Order Fulfillment 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. Customer Experience 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. Labor, Productivity & Financial Performance 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. Compliance, Safety & Quality 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. Collaboration & Communication 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. Qualifications Required 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. Preferred 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. Work Environment & Schedule 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.