eCommerce Fulfillment Operations Manager

Additional Considerations (if any):

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At Hy-Vee our people are our strength. We promise “a helpful smile in every aisle” and those smiles can only come from a workforce that is fully engaged and committed to supporting our customers and each other.

Job Description:

Job Title: eCommerce Fulfillment Operations Manager        

FLSA: Exempt

Revision Date: 1/2024

General Function: 

The eCommerce Fulfillment Operations Manager will play a key role in optimizing and overseeing the end-to-end fulfillment process within our eCommerce operations. This individual will be responsible for ensuring the efficient and accurate fulfillment of customer orders, meeting service level agreements, and driving continuous improvement initiatives to enhance overall operational efficiency. This position is responsible for daily operations of the fulfillment process. The Operations Manager plans, prepares, and assigns employees to ensure duties are completed in a timely manner and supervises and coordinates activities of employees in all areas of the fulfillment center or performs the work necessary at all job levels.

Reporting Relations:

Accountable and Reports to: Director and Assistant Director, eCommerce Fulfillment

Direct Reports: Fulfillment center employees

Primary Duties and Responsibilities:

• Maintains a positive attitude and creates an environment that nurtures positive employee morale, friendliness and fun while representing the company in a positive manner.
• Provides prompt, efficient, and friendly customer service by exhibiting caring, concern and patience in all customer interactions and treating customers as the most important people.
• Participates in the orientation and training of new employees.
• Plans, prepares, and adjusts work schedules and assigns employees to specific duties and follows up to ensure duties are properly completed in a timely manner.
• Supervises and coordinates activities of employees in all areas of the fulfillment center or performs the work necessary at all job levels.
• Models the standards for customer service, employee relations, cleanliness, sanitation, and professional appearance.
• Evaluates employee performance to recommend personnel actions in their respective area such as promotion, transfer, or dismissal.
• Confers with employees and assists in solving problems affecting job performance and established policies and procedures.
• Responsible for safe, timely, and efficient delivery of products to customers.
• Addresses delivery concerns and takes appropriate action to ensure exceptional customer experience.
• Maintains operations in accordance with Hy-Vee’s policies, fulfillment center guidelines, and procedure manual, Code of Ethics, and any applicable local, state, and federal laws.
• Reports to work when scheduled and works expected number of hours.

Secondary Duties and Responsibilities:

• Assists in all areas of the warehouse as needed.
• Provides continuous education for existing warehouse employees regarding new and updated company and warehouse policies, procedures, and job duties.
• Communicates and recommends process improvements with leadership.
• Performs other job-related duties and special projects as required.

Supervisory Responsibilities:

Instructing, assigning work, reviewing work, planning the work of others, maintaining standards, allocating personnel, and coordinating the activities of others.  Selects new employees and acts on employee problems.  Has the authority to recommend and approve employee transfers, promotions, discipline, discharge, and salary adjustments.

Education and Experience:

High School or equivalent experience.

Physical Requirements:

• Must be able to physically perform light work exerting up to 20 pounds of force occasionally.
• Visual requirements include vision from less than 20 inches to more than 20 feet with or without correction, depth perception, color vision, and field of vision.
• Must be able to perform the following physical activities: Climbing, balancing, stooping, kneeling, reaching, standing, walking, pulling, lifting, grasping, feeling, talking, hearing, and repetitive motions.

Knowledge, Skills, Abilities and Worker Characteristics:

• Must have the ability to use logical or scientific thinking to solve problems and with several abstract and concrete variables.
• Must have the ability to do arithmetic, algebraic and geometric calculations.
• Must be able to report, write, or edit articles