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
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$25.10/hr – $42.50/hr

In this role, you will provide overall leadership to the Customer Service & E-Commerce programs; this means 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 indicator metrics 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, cash management, customer demand management, and execution of store processes. 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, supervisors, team trainers, and team members. You are accountable for hiring, development, corrective actions, and separations.

You must strive to 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 and 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 tasks balancing the needs of all customers.
• Maintain schedules to align in‑store customer needs, online order capacity, and labor budget.
• Stay aware of relevant competitors and industry trends.
• Respond effectively to customer questions, requests, and/or concerns.
• Collaborate with departmental leaders, store leadership, and 1P/3P partners such as Amazon delivery drivers.
• Foster 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.
• Partner with Store Leadership on hiring and separation decisions and staffing guidance.
• Coach, mentor, and motivate Team Members to sustain 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 work spaces, staging area, and coolers.
• Secure equipment (e.g., MSRs, phones, currency counters).
• Identify process improvement opportunities proactively.
• Consistently communicate and model WFM core values, leadership principles, and support goals.

• Exceptional task management and balancing dynamic customer flows.
• Strong understanding of labor utilization and task management driving performance metrics and customer experience.
• Root‑cause analysis to address underperformance.
• Excellent verbal and written communication of performance analysis findings and actions.
• Interpersonal, motivational, team‑building, and customer‑relationship skills.
• Positive and constructive teaching style.
• Inventory and supplies management.
• Judgement, decision‑making, leadership, prioritization, and delegation.
• Proficiency with email, Microsoft Office, and operations‑related applications.
• Proficiency with mobile applications, dashboards, and basic retail system capabilities.

• 24+ months retail experience including 12+ months of team leadership experience.
• Experience leading high‑volume teams.
• Availability to work overtime during peak seasons; willingness to work evenings, weekends, and holidays as needed.

• Thrives in ambiguity; capable of piloting new ways of working and motivating the team.
• Enjoys analytical work and using data to provide solutions.
• Values long‑term thinking and large‑scale impact.

• Lift up to…