Customer Service & E-Commerce Team Leader (Customer Service, In-Store Shopper Department Manager)

About the role

In this role, you will provide overall leadership to the Customer Service & E-Commerce programs at your assigned store, accountable for the checkout experience and grocery delivery & pickup. You will focus on driving safety, quality of outbound online orders, excellent pickup experience, team productivity, and program execution. You will monitor key performance indicator metrics and visual cues in-store to assess your team’s performance in these areas.

You are accountable for daily operations including managing capacity, labor utilization, adherence to pick processes, and drop-off task execution (for E-Commerce); and cash management, customer demand management, labor utilization, and execution of store processes (for Customer Service). You are responsible for non-inventory supplies management & expense control, regulatory compliance, and special projects and/or assignments.

As the Team Leader, you lead and develop Associate Team Leaders (ATLs), Supervisors, Team Trainers, and Team Members (as applicable). You are accountable for hiring, development, corrective actions, and separations. You must strive to support Whole Foods Market core values, Leadership Principles, and goals, promote national and geographic-specific store programs and initiatives, and ensure adherence to all applicable health and safety regulations.

Responsibilities

• Deliver outstanding customer experience and hold all team members accountable for delivering outstanding customer service.
• Establish clear expectations for balancing in-store customer service and completing online orders.
• Monitor in-store and online customer flow; assign customer service-related and online order completion tasks balancing the needs of all customers.
• Responsible for the integrity of the schedule to maintain in-store customer needs, online order capacity, and cognizant of labor budget.
• Sustain exceptional knowledge and awareness of relevant competitors and industry trends.
• Ensure an effective and efficient response to customer questions, requests, and/or concerns.
• Establish and maintain collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners, e.g., Amazon delivery drivers.
• Foster and encourage a positive environment of outstanding teamwork, mutual respect, and exceptional morale.
• Maintain team member safety and security standards.
• Ensure compliance with relevant regulatory rules and standards.
• Complete hiring and separation decisions in partnership with store leadership; maintain awareness and adherence to staffing guidance.
• Develop, coach, mentor, and motivate team members in a manner that sustains a high-performing team and minimizes turnover; ensure team members are trained in all required tasks and roles.
• Provide timely, thorough, and thoughtful performance evaluations.
• Maintain cleanliness of workspaces including staging area and coolers.
• Maintain security of equipment, e.g., MSRs, phones, currency counters.
• Proactively identify process improvement opportunities.
• Consistently communicate and model Whole Foods Market core values, leadership principles, and support goals.

Requirements

• 24+ months of retail experience including 12+ months of team leadership experience.
• Experience leading high-volume teams.
• Take ownership of your work and team and be available to work overtime during peak seasons and as needed year-round.

Preferred Qualifications

• Thrive in an ambiguous environment and, when given the opportunity to pilot new ways of working, know how to motivate yourself and your team to deliver.
• Enjoy analytical work and using data to provide solutions.
• See value in long-term thinking and large-scale impact on the company.

Physical Requirements/Working Conditions

• Must be able to lift 50 lbs.
• In an 8-hour workday: standing/walking 6–8 hours.
• Hand use: single grasping, fine manipulation, pushing and pulling.
• Work requires the following motions: bending, twisting, squatting, and reaching.
• Exposure to FDA-approved cleaning chemicals.
• Exposure to temperatures 90°F.
• Ability to work in a wet and cold environment.
• Ability to work a flexible schedule including nights, weekends, and holidays as needed.
• Ability to use tools and equipment, including box cutters, electric pallet jacks, and other heavy machinery.