eCommerce/Front End Operations Specialist

POSITION PURPOSE: 

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.

KEY ACCOUNTABILITIES:

Customer Experience & Service Excellence

• 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.

eCommerce Operations and Front End Operations

• 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

KNOWLEDGE AND EXPERIENCE:

• Education Level: 

  • Associate or bachelor’s degree preferred, or equivalent combination of education and relevant experience
  • RMCP or MBA a plus

• Experience Level: 

  • 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.

• Skills and Experience:
  • Working knowledge of eCommerce fulfillment workflows (picking, staging, handoff, substitutions, customer communication) and ability to coach to standard work.
  • Comfort using dashboards and operational reporting to diagnose issues, prioritize actions, and tell a clear performance story to store leadership.
  • Strong people leadership: coaching, training, delegation, and accountability; able to influence without direct authority across departments.
  • Customer-first mindset with strong attention to detail and quality standards for perishables and food safety.
  • Proficiency with basic productivity tools (email, spreadsheets) and ability to learn store and enterprise systems quickly.
  • Demonstrates advanced proficiency with Microsoft Office Suite, including Excel for reporting and analysis, Word for documentation, Outlook for communication, and Teams/SharePoint for collaboration and workflow management to support daily retail operations and support decision making.
  • Leads teams effectively through change in a fast‑paced retail environment, communicating expectations clearly, adapting quickly to shifting priorities, and motivating employees to embrace new processes, technologies, and business needs.
  • Possess a thorough knowledge of front-end work methods, fund handling and scanning procedures.
  • Must have a good understanding of Company scanning and price maintenance support application systems and practices.
  • Previous experience in retail store operations with a strong background in scan coordination procedures and methods, preferably with a Retail Scanning Company.
  • Must have complete knowledge of front-end company policy and procedures.
  • Understand the completion of store bookkeeping duties.
  • Must have the ability to work with and through others to achieve results. Must work effectively in a team environment. Team and relationship building skills are required.
  • Demonstrated excellent verbal and written communication skills to interface with personnel at all levels effectively. Must be able to communicate concepts, procedures, and systems needed clearly.
  • Must have PC skills and desktop application (Word, Excel, PowerPoint) knowledge
  • Requires analytical ability

TRAVEL REQUIREMENTS: 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.

1. 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 of time. 
   • Ability to lift and maneuver objects of various dimensions and weights up to approximately fifty pounds.
   • Requires the analytical ability to handle administrative duties and mental alertness to ensure accurate, safe, and thorough completion of work activities.  Possess ability to concentrate and deal with frequent interruptions.
   • Willingness to work independently in a fast-paced environment.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this job classification.  They are not intended to be construed as an exhaustive list of all responsibilities and skills required of personnel so classified.

An Equal Opportunity Employer