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

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

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.

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