Home Shopping Manager

The Home Shopping Manager is responsible for overseeing all aspects of the Home Shopping Department, including online order fulfillment, customer satisfaction, team leadership, productivity, and operational execution. This position ensures customer orders are accurately selected, staged, and delivered or prepared for pickup while maintaining high service standards, operational efficiency, and department profitability. The Home Shopping Manager leads department employees and drives a seamless omnichannel shopping experience.

• Lead, coach, train, and develop Home Shopping Department employees, including Assistant Home Shopping Managers and Home Shoppers.


• Recruit, interview, onboard, and retain qualified team members.


• Conduct performance reviews and provide ongoing coaching and developmental feedback.


• Foster a culture of accountability, teamwork, and customer service excellence.


• Develop schedules that support business needs while effectively managing labor costs.

• Oversee daily Home Shopping Department operations, including order fulfillment, customer pickup, and delivery services.


• Ensure online orders are accurately selected, packaged, and completed within established service standards.


• Monitor order volume and staffing needs to maintain productivity and customer satisfaction.


• Coordinate workflow to ensure timely completion of all customer orders.


• Maintain department organization and operational readiness.

• Deliver exceptional service to online and pickup customers.


• Resolve customer concerns, substitutions, missing items, and service recovery situations promptly and professionally.


• Ensure customers receive accurate orders and a positive shopping experience.


• Promote customer satisfaction and loyalty through excellent service execution.


• Monitor customer feedback and implement improvement plans when necessary.

• Ensure all orders are selected with attention to quality, freshness, and accuracy.


• Verify proper handling of refrigerated, frozen, and perishable products.


• Monitor order accuracy and productivity metrics.


• Establish and maintain quality control processes throughout the fulfillment process.


• Ensure product substitutions meet customer expectations and company guidelines.

• Monitor department performance metrics, including sales, order volume, fulfillment rates, and customer satisfaction scores.


• Develop action plans to improve operational and financial performance.


• Support growth of ecommerce and omnichannel sales initiatives.


• Identify opportunities to increase customer engagement and online shopping participation.

• Partner with department managers to ensure product availability for customer orders.


• Communicate inventory concerns and out-of-stock conditions.


• Support inventory accuracy initiatives and shrink reduction efforts.


• Assist in identifying opportunities to improve product availability and fulfillment efficiency.

• Ensure compliance with company policies, food safety requirements, and operational standards.


• Maintain a safe working environment for employees and customers.


• Ensure proper handling and transportation of products.


• Support loss prevention and asset protection initiatives.


• Maintain compliance with all regulatory and operational requirements.