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

Customer Service & E-Commerce Team Leader (Customer Service, In‑Store Shopper Department Manager) Join to apply for the Customer Service & E‑Commerce Team Leader (Customer Service, In‑Store Shopper Department Manager) role at Whole Foods Market. Base pay range $22.40/hr – $40.40/hr At Whole Foods Market, you will provide overall leadership to the Customer Service & E‑Commerce programs. You will be accountable for the checkout experience, grocery delivery & pickup at your assigned store, driving safety, quality of outbound online orders, an 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 responsible for daily operations including managing capacity, labor utilization, adherence to pickup processes, and drop‑of‑task execution for E‑Commerce; and for cash management, customer demand management, labor utilization, and execution of store processes for Customer Service. You will also manage non‑inventory supplies, expense control, regulatory compliance, and special projects. As the Team Leader, you lead and develop Associate Team Leaders, Supervisors, Team Trainers, and Team Members. You are accountable for hiring, development, corrective actions, and separations, and for supporting WFM core values, leadership principles, and store initiatives. Job Responsibilities Deliver outstanding customer experience and hold all team members accountable for exceptional service. Establish clear expectations for balancing in‑store customer service and completing online orders. Monitor in‑store and online customer flow; assign tasks to balance needs of all customers. Maintain integrity of the schedule to meet in‑store customer needs and online order capacity while respecting the labor budget. Sustain knowledge of competitors and industry trends. Respond efficiently to customer questions, requests, and concerns. Build collaborative relationships with departmental leaders, store leadership, and 1P/3P partners such as Amazon delivery drivers. Foster a positive environment of teamwork, mutual respect, and morale. Maintain team member safety and security standards. Ensure compliance with regulatory rules and standards. Make hiring and separation decisions with store leadership and maintain staffing guidance. Coach, mentor, and motivate team members to build a high‑performing team and reduce turnover; ensure training in all required tasks and roles. Provide timely, thorough, and thoughtful performance evaluations. Maintain cleanliness of workspaces, including staging area and coolers. Secure equipment such as MSRs, phones, and currency counters. Identify process improvement opportunities. Consistently communicate and model WFM core values, leadership principles, and support goals. Job Skills Exceptional task‑management ability to balance dynamic customer flows. Strong understanding of how labor utilization and task management influence performance metrics and customer experience. Strong analytical skills to root cause underperformance. Excellent verbal and written communication for performance analysis findings. Excellent interpersonal, motivational, team‑building, and customer relationship skills. Capability to teach others positively and constructively. Capability to maintain inventory of supplies and purchase when necessary. Demonstrated decision‑making, leadership, and prioritization skills. Proficiency with email, Microsoft Office, and operations‑related applications. Proficiency with mobile applications, dashboards, and basic retail system understanding. Qualifications 24+ months retail experience including 12+ months of team leadership experience. Experience leading high‑volume teams. Ownership of work and team, and availability to work overtime during peak seasons and as needed year‑round. Preferred Qualifications Thriving in ambiguous environments and motivating team to deliver when piloting new ways of working. Enjoying analytical work and using data to provide solutions. Seeing value in 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. Required motions: bending, twisting, squatting, and reaching. Exposure to FDA‑approved cleaning chemicals. Temperature exposure: 90°F. Ability to work in 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. The wage range for this position is $22.40–$40.40 hourly, commensurate with experience. Whole Foods Market offers Whole Benefits, which may include health insurance, retirement plan benefits, eligibility for a store discount, paid time off, and access to other benefit programs. Eligibility for Whole Benefits is determined under the terms of the applicable Whole Benefits plan at the date of hire. For additional information, visit our Whole Foods Market Careers site: At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/equation, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs. Whole Foods Market works with job sites like Indeed, LinkedIn, and ZipRecruiter to promote opportunities at our company. Please be aware that other career sites may not be accurate or up to date and may even be fraudulent. We encourage and recommend all candidates to apply via our site. #J-18808-Ljbffr Whole Foods Market