Customer Experience Lead — E‑Commerce & In‑Store Ops

Whole Foods Market; Town of New Castle (NY); On-site; USD 27,000 - 42,000; Full time

Benefits offered by this job

Store discount

Paid time off

Health & wellness

Job summary

Whole Foods Market in Town of New Castle, NY seeks a Supervisor to support Customer Service & E‑Commerce programs. You will lead checkout and grocery delivery/pickup operations, monitor performance metrics, and drive safety and adherence to processes.

You will coach Team Members, optimize labor utilization, and partner with store leadership to deliver a standout customer experience across channels.

Qualifications

• 12+ months retail experience.

Responsibilities

• Delivers outstanding customer experience; and holds all Team Members accountable for delivering outstanding customer service.
• Establishes clear expectations for balancing in-store customer service and completing online orders.
• Monitors in-store and online customer flow; assigns customer service-related and online order completion tasks balancing the needs of all customers.
• Seeks awareness of relevant competitors and industry trends.
• Ensures an effective and efficient response to customer questions, requests, and/or concerns.
• Supports collaborative and productive relationships with departmental leaders, store leadership, and 1P/3P partners, e.g., Amazon delivery drivers.
• Fosters and encourages a positive environment of outstanding teamwork, mutual respect, and exceptional morale.
• Maintains Team Member safety and security standards.
• Ensures compliance with relevant regulatory rules and standards.
• Develops, coaches, mentors, and motivates Team Members in a manner that sustains a high performing Team and minimizes turnover.
• Maintains cleanliness of workspaces including staging area and coolers.
• Maintains security of equipment, e.g., MSRs, phones, currency counters.
• Proactively identifies process improvement opportunities.
• Consistently communicates and models WFM core values, leadership principles, and supports goals.

Skills

Task management

Analysis

Interpersonal skills

Mentoring

Email & MS Office

Job description

Whole Foods Market in Town of New Castle, NY seeks a Supervisor to support Customer Service & E‑Commerce programs. You will lead checkout and grocery delivery/pickup operations, monitor performance metrics, and drive safety and adherence to processes.

You will coach Team Members, optimize labor utilization, and partner with store leadership to deliver a standout customer experience across channels.