D75 and 77 eCommerce Operations Manager

POSITION

PURPOSE:

The eCommerce Operations Manager leads day-to-day store-level eCommerce operations (Drive Up & Go / Pickup, Home Delivery, and third-party delivery where applicable) to deliver a fast, accurate, and high-quality customer order experience. This role owns omnichannel execution in-store by coaching and developing eCommerce associates, partnering with Store Directors and department leaders, and using performance dashboards to improve customer satisfaction, availability, productivity, and on-time performance.

KEY ACCOUNTABILITIES:

* Own store-level eCommerce execution and customer order experience across Pickup/Drive Up & Go and delivery programs, ensuring orders are picked, staged, and handed off accurately and safely.

* Lead daily operations using the OMNI performance dashboards and customer feedback (NPS / customer comments) to identify pain points and drive corrective actions.

* Drive order quality standards (freshness checks, proper substitutions, safe food handling, bagging, staging, and label placement) and conduct scheduled spot checks and audits.

* Partner with Store Director, Operations Manager, and department leaders (Grocery, Produce, Meat, Deli, Front End) to improve availability and reduce out-of-stocks that impact eCommerce orders.

* Plan and write (or influence) effective labor schedules aligned to demand forecasts; coach productivity and quality to meet labor efficiency expectations.

* Coach, train, and certify eCommerce associates using Portland OMNI Playbook standards (onboarding buddy program, daily huddles, reinforcement training) and maintain a culture of safety and service.

* Ensure compliance with policies, procedures, and restricted-item handling (s where required) and promptly escalate issues (equipment outages, device problems, system interruptions).

* Maintain accurate operational records and reporting; provide timely, actionable updates to store leadership to support proactive decision-making and continuous improvement.

* Coordinate execution of division and central initiatives (e.g., Click & Collect label changes, staging/destaging updates, certification processes) and ensure sustained adoption.

* Drive safety culture

* MEASURES OF SUCCESS

* Customer Order Experience / NPS and reduction in recurring customer pain points

* On-time handoff / OTH performance and reliable staging readiness

* Order accuracy and substitution quality

* Out-of-stocks impacting eCommerce orders trending downward

* Picker productivity and schedule efficiency aligned to forecasted demand

* Training completion, certification readiness, and reduced operational defects

KNOWLEDGE AND

EXPERIENCE:

* Education Level:

* Associate's or Bachelor's degree preferred, or equivalent relevant experience.

* RMCP or MBA a plus

* Experience Level:

* Experience as a Store Director or Assistant Store Director with working knowledge of Ecommerce systems

* 3-5 years leading teams in a high-volume retail, grocery, or omnichannel fulfillment environment; multi-department partnership experience strongly preferred.

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* 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…