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

At Whole Aktingn’s Good for People and Planet. In this role you will provide overall leadership for the Customer Service &uwen E-Commerce programs; you are accountable for the checkout experience and grocery delivery & pickup at your assigned store. You will focus on driving safety, quality of outbound online orders, excellent pickup experience, team productivity, and program execution. You will monitor key performance indicators 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 of 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), and are accountable for 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.

• Deliver outstanding customer experience; 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.
• Maintain the schedule integrity to meet in‑store customer needs, online order capacity, and 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 to sustain a high‑performing Team and minimize turnover; ensure Team Members are trained in all required tasks and roles.
• Provide timely, thorough, and thoughtful performance evaluations.
• Maintain cleanliness of work spaces, including staging area and coolers.
• Maintain security of equipment, e.g., MSRs, phones, currency counters.
• Proactively identify process‑improvement opportunities.
• Consistently communicate and model WFM core values, leadership principles, and support goals.

• 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 analytical 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.

• 24+ months retail experience including 12+ months of team leadership experience.
• Experience leading high‑volume teams.
• Take ownership of your work and team and…