Online Operations Manager

Overview

We are committed to a culture of belonging and fostering an inclusive environment where we celebrate differences.  As a great place to work, we empower everyone to be their full, authentic selves. Read our Belonging, Inclusion and Diversity Statement here.

 

We move fast, adapt quickly, and take pride in upholding the highest standards of quality in everything we do. 

 

Online Operations Manager

 

 

Job Purpose

This role will effectively lead all online operations, including order picking, staging, and issue resolution, while ensuring adherence to Amazon’s performance standards. Manages a team of Online Shoppers and ensures operational excellence, labor efficiency, and seamless customer experience aligned with SEG’s online strategy. This is a working management position that requires a balance of physical labor, delegation, team building and leadership, planning, and administrative work.

 

Essential Responsibilities

Percent Of Responsibilities

Responsibility

% Of Time

Service & People Leadership:

Leads, coaches, and schedules Online Shoppers to ensure timely, accurate, and efficient order fulfillment while maintaining labor productivity and service level targets. Monitors daily order volume, pick accuracy, freshness standards, and staging compliance; resolves exceptions and partners with internal teams and third-party providers as needed. Establishes and maintains a professional working relationship with customers, associates, vendors, suppliers, and regulatory agencies. Creates an environment that enables customers to feel welcome, important and appreciated to ensure they have a quality shopping experience. Promotes trust and respect among associates by collaborating, promoting teamwork, and communicating company, department, and job specific information. Supports onboarding, training, and development of associates; fosters a culture of accountability, safety, and Winning Service.

50%

Financial Leadership:

Maximizes sales and profits by leading the achievement of Amazon performance standards by maintaining key operational metrics, including:

·       INF Rate (Items Not Found): Target ≤ 4%

·       Substitution Attempt Rate: Target ≥ 95%

·       Late Slam Rate (Orders not ready on time): Target ≤ 5%

·       Confirmed vs Requested Rate (CvR): Target ≥ 95%

·       Available vs Confirmed Rate (AvC): Target ≥ 95%

·       Item Missing Rate: Target ≤ 1.5%

·       Item Quality Rate: Target ≤ 0.75%

·       Pickup Perfect Drop-off Rate (PDOR): Target ≥ 85%

 

 

 

40%

Compliance and Safety:

Ensures company standards for safety, proper food handling practices, sanitation and productivity are maintained. Adheres to all regulatory compliance requirements pertaining to food safety, United States Department of Agriculture (USDA) & Country of Origin Labeling (COOL), and Department of Agriculture (DOA). Executes all product recalls and withdrawals in a timely manner while ensuring all items are secured and removed from customer access. Reinforces safety programs by complying with safety procedures and inspects and identifies unsafe conditions to report to store management. Notifies management of customer or employee accidents. Reports all safety risk, or issues, and illegal activity, including robbery, theft or fraud. Ensures adherence to wage and hour policies and regulations. Cultivates a culture of safety within the store. Ensures self and all associates are working safely and have received necessary safety training. Ensures Hazardous Assessments are posted for associate reference and that Personal Protective Equipment is available and utilized by all associates executing tasks within the department, as required. Ensures equipment is in good repair; reports and assists with remediation (ex. lock out/tag out of equipment) of safety hazards within the department.

10%

Disclaimer

Performs other job-related duties as assigned.

 

Qualifications

EDUCATION

Required Education

Course of Study

High School / GED

 

Preferred Education

Course of Study

 

 

EXPERIENCE

Relevant Experience

Supervisory Experience

3-6 Yrs mimimum

 

LANGUAGE REQUIREMENTS

Language(s) Required

Language(s) Preferred