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. You will be accountable for the checkout experience and grocery delivery & pickup, 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.

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

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

Responsibilities

• Delivers outstanding customer experience and holds all Team Members accountable for delivering outstanding customer service.
• Establishes clear expectations for balancing in-store customer service and completing online orders.
• Monitors in-store and online customer flow; assigns 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 labor budget.
• Sustains exceptional knowledge and awareness of relevant competitors and industry trends.
• Ensures an effective and efficient response to customer questions, requests, and/or concerns.
• Establishes and maintains collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners (e.g., Amazon delivery drivers).
• Fosters and encourages a positive environment of outstanding teamwork, mutual respect, and exceptional morale.
• Maintains Team Member safety and security standards.
• Ensures compliance with relevant regulatory rules and standards.
• Completes hiring and separation decisions in partnership with Store Leadership; maintains awareness and adherence to staffing guidance.
• Develops, coaches, mentors, and motivates Team Members to sustain a high-performing team and minimize turnover; ensures Team Members are trained in all required tasks and roles.
• Provides timely, thorough, and thoughtful performance evaluations.
• Maintains cleanliness of workspaces including staging area and coolers.
• Maintains security of equipment (e.g., MSRs, phones, currency counters).
• Proactively identifies process improvement opportunities.
• Consistently communicates and models WFM core values, leadership principles, and supports goals.

Skills

• Exceptional ability to perform task management, balancing dynamic customer flows.
• Strong understanding of how labor utilization and task management drive performance metrics and customer experience.
• Strong analysis skills to root cause underperformance (either observed or demonstrated by metric performance).
• Strong ability to communicate performance analysis findings and actions, both verbally and in writing.
• Excellent interpersonal, motivational, team building, and customer relationship skills.
• Capable of teaching others in a positive and constructive manner.
• Capable of maintaining inventory of supplies and buying when necessary.
• Demonstrated decision-making ability, leadership skills, and ability to prioritize and delegate.
• Proficient with email, Microsoft Office, and operations-related applications.
• Proficient with mobile applications, dashboards, and basic understanding of retail systems capabilities.

Qualifications

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

Preferred Qualifications

• Thrives in an ambiguous environment and can pilot new ways of working while motivating your team to deliver.
• Enjoys analytical work and using data to provide solutions.
• Values 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 <32 degrees Fahrenheit (freezing), 32-40 degrees Fahrenheit (refrigerators), >90 degrees Fahrenheit.
• 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.

Pay

The wage range for this position is $22.40–$40.40 hourly.

Benefits

Whole Foods Market offers "Whole Benefits," which include:

• Eligibility for a store discount.
• Paid time off.
• Financial wellness programs.
• Health & wellness support programs.
• Access to other Team Member perks.

Eligibility for Whole Benefits is determined under the terms of the applicable plan at a person’s date of hire and may vary based on work location, length of service, and job type (such as regular or seasonal).