Job Summary

The Home Shopping Department Manager (HSDM) is responsible for leading all aspects of the Home Shopping (eCommerce/Order Pickup & Delivery) department. This role ensures accurate order fulfillment, strong customer service, efficient labor utilization, and compliance with company standards while developing associates and driving operational excellence.

Key Responsibilities Leadership & Team Development Lead, coach, and develop home shopping supervisors and associates. Set clear expectations for productivity, order accuracy, and customer service. Support hiring, onboarding, training, scheduling, and performance management. Foster a positive, inclusive, and customer‑focused work environment. Support associate development and succession planning within the department. Operations & Order Fulfillment Oversee daily home shopping operations, including picking, staging, pickup, and delivery processes. Ensure orders are fulfilled accurately, on time, and according to quality standards. Monitor order flow and adjust staffing and priorities to meet demand. Ensure proper handling, storage, and staging of perishable and non‑perishable items. Maintain organized, safe, and efficient work areas. Customer Experience Champion a customer‑first culture focused on accuracy, timeliness, and service. Ensure associates use appropriate substitution and communication standards. Address customer issues, complaints, and exceptions promptly and professionally. Monitor customer feedback and take action to improve service and satisfaction. Labor & Productivity Create schedules that align labor to order volume and peak demand. Monitor productivity metrics and coach associates for improved performance. Balance labor efficiency with service expectations. Take corrective action to meet department performance goals. Inventory, Quality, & Shrink Control Support inventory accuracy through proper picking, substitution, and staging practices. Monitor shrink, damages, and missing items; implement corrective actions. Ensure freshness, quality, and food safety standards are consistently met. Partner with Grocery, Fresh, and Asset Protection teams to minimize errors and loss. Compliance & Safety Ensure compliance with all company policies, food safety standards, and regulatory requirements. Maintain a safe, clean, and organized work environment. Ensure associates are trained on equipment use, food safety, and safety procedures. Support audits, inspections, and corrective actions as needed. Collaboration & Communication Partner closely with the Store Director, Assistant Store Director, and department managers. Coordinate with departments to ensure smooth order fulfillment and substitutions. Communicate priorities, goals, and operational updates clearly to the team. Support store‑wide initiatives, pilots, and operational changes. Qualifications Prior experience in retail, eCommerce, or department management. Demonstrated ability to lead teams and manage fast‑paced operations. Strong organizational, communication, and problem‑solving skills. Ability to analyze productivity and service performance metrics. Ability to work a flexible schedule, including weekends and holidays. Familiarity with order fulfillment systems, handheld devices, and operational reporting. Physical & Work Environment Requirements Ability to stand, walk, bend, and move throughout the store for extended periods. Ability to lift, push, pull, and move items up to company‑defined weight limits. Ability to work in varying temperatures, including coolers, freezers, and outdoor pickup areas.