eCommerce/Front End Operations Specialist

About the role

The eCommerce/Front End Operations Specialist provides leadership, direction, and support for store-level eCommerce and Front End operations across the division. This role is responsible for driving an exceptional customer experience through effective execution of omnichannel programs, front-end operational excellence, customer service initiatives, compliance standards, and continuous improvement efforts.

Responsibilities

• Lead and support division-wide customer service and omnichannel execution to deliver a consistent, high-quality customer experience.
• Promote and reinforce a Service First culture focused on customer satisfaction, operational excellence, and associate engagement.
• Monitor customer experience metrics, including NPS, Customer SAT, service shops, customer comments, and other performance indicators to identify opportunities and drive improvements.
• Develop action plans that address recurring customer pain points and improve overall service performance.
• Create and communicate customer service expectations, goals, and performance standards throughout the division.
• Facilitate customer service initiatives, recognition programs, special events, and operational campaigns designed to enhance customer engagement and loyalty.
• Own and support store-level eCommerce execution across Pickup, Drive Up & Go, Home Delivery, and third-party delivery programs.
• Ensure orders are picked, staged, fulfilled, and handed off accurately, safely, and on time.
• Utilize OMNI performance dashboards and operational reporting to identify trends, resolve issues, and improve fulfillment performance.
• Drive order quality standards including freshness checks, substitutions, safe food handling, bagging, staging, labeling accuracy, and customer communication.
• Conduct operational audits and spot checks to ensure compliance with established eCommerce standards.
• Coordinate implementation and adoption of corporate and division eCommerce initiatives, process changes, certifications, and system enhancements.
• Measures of Success: Customer Satisfaction (Customer SAT, NPS, customer feedback), On-Time Handoff and fulfillment performance, Order accuracy and substitution quality, Front-end operational compliance, Pricing and promotional accuracy, Out-of-stock improvement and product availability, Labor efficiency and productivity performance, Training completion and certification readiness, Associate engagement and leadership development, Compliance and safety performance.

Requirements

• Education: Associate or bachelor’s degree preferred, or equivalent combination of education and relevant experience; RMCP or MBA a plus.
• Experience: Experience as a Store Director or Assistant Store Director with working knowledge of Ecommerce systems; 5+ years leading teams in a high-volume retail, grocery, or omnichannel fulfillment environment; multi-department partnership experience strongly preferred.
• Travel: Travel 75% of the work week across the division, with rotating weekend responsibilities; travel scope and distance will vary depending on the assigned geographic area.
• Physical Environment: Schedule includes early mornings, evenings, weekends, and holidays based on business needs and customer demand; physical requirements include standing/walking for extended periods and lifting up to approximately 50 pounds; ability to stand, walk, bend, stoop, reach and move rapidly for extended periods; ability to lift and maneuver objects of various dimensions and weights up to approximately fifty pounds; requires analytical ability to handle administrative duties and mental alertness to ensure accurate, safe, and thorough completion of work activities; ability to concentrate and deal with frequent interruptions; willingness to work independently in a fast-paced environment.

Skills

• Working knowledge of eCommerce fulfillment workflows (