Assistant Home Shopping Manager

Job Summary

The Assistant D.U.G. (Drive Up & Go) Manager supports the D.U.G. Manager in overseeing all aspects of the online grocery pickup and delivery operation. This position helps ensure exceptional customer service, efficient order fulfillment, operational excellence, and associate development. The Assistant D.U.G. Manager plays a critical role in maintaining accuracy, productivity, and customer satisfaction while supporting sales growth within the e-commerce business.

Key Responsibilities Department Operations

• Assist in managing the daily operation of the Drive Up & Go department.


• Oversee order picking, staging, loading, and delivery preparation processes.


• Ensure customer orders are completed accurately and within established service time standards.


• Monitor workload distribution and staffing needs throughout the day.


• Support execution of company initiatives, promotions, and operational programs.

Customer Service

• Deliver exceptional service to pickup and delivery customers.


• Address customer questions, concerns, substitutions, and order issues promptly and professionally.


• Foster a customer-first culture focused on convenience, accuracy, and satisfaction.


• Monitor customer feedback and implement improvements to enhance the customer experience.

Operational Excellence

• Ensure associates follow department procedures and productivity standards.


• Monitor order fulfillment metrics, service levels, and department performance goals.


• Identify opportunities to improve efficiency and workflow.


• Support technology and system usage related to order management and fulfillment operations.

Inventory & Financial Performance

• Assist with inventory management and product availability.


• Minimize order shortages, substitutions, and shrink through effective execution.


• Support achievement of department sales, labor, and productivity goals.


• Help analyze department performance and implement action plans for improvement.

Leadership & Team Development

• Assist in recruiting, training, coaching, and developing department associates.


• Promote teamwork, accountability, and a positive work environment.


• Delegate daily assignments and provide direction to team members.


• Deliver ongoing performance feedback and support associate growth.


• Assume department leadership responsibilities when the D.U.G. Manager is absent.

Safety & Compliance

• Maintain compliance with company policies, safety standards, and operational procedures.


• Ensure proper handling of food products and temperature-sensitive items.


• Promote a safe working environment for associates and customers.


• Support department readiness for audits, reviews, and inspections.

Qualifications

• High school diploma or equivalent preferred.


• Previous retail, grocery, e-commerce, or customer service experience preferred.


• Leadership or supervisory experience preferred.


• Strong organizational, communication, and problem-solving skills.


• Ability to work effectively in a fast-paced environment.


• Basic computer and technology proficiency required.


• Availability to work flexible schedules, including evenings, weekends, and holidays.

Physical Requirements

• Ability to stand, walk, bend, reach, and lift throughout scheduled shifts.


• Frequently lift and carry products weighing up to 50 pounds.


• Ability to work indoors and outdoors while assisting customers with order pickup.


• Ability to push and pull carts loaded with merchandise.

Preferred Skills

• Leadership and team development.


• Customer service excellence.


• Time management and task prioritization.


• Order fulfillment and inventory management.


• Productivity and performance management.


• Strong communication and conflict-resolution abilities.

Career Growth Opportunities

This position can provide a pathway to roles such as:

• D.U.G. Manager


• Service Operations Manager


• Assistant Store Director


• Store Director


• District-Level Operations Leadership

The Assistant D.U.G. Manager plays a vital role in delivering an exceptional online shopping experience by supporting department operations, developing associates, ensuring order accuracy, and driving customer satisfaction and business growth.