Customer Experience Supervisor - Online Orders & In-Store

Whole Foods Market; Framingham (MA); On-site; USD 24,000 - 42,000; Full time

Benefits offered by this job

Whole Benefits

Store discount

Paid time off

Health & wellness programs

Job summary

Whole Foods Market in Framingham, MA is seeking a Supervisor to support Customer Service & E-Commerce programs. You will lead checkout, online orders, pickup and delivery operations, while focusing on safety, quality, and team productivity.

You will monitor KPIs, coach Team Members, and collaborate with store leadership and 1P/3P partners to ensure a smooth customer experience and compliant operations.

Qualifications

• 12+ months retail experience.
• Ability to balance in-store customer service with online order completion.
• Strong communication and teamwork skills.

Responsibilities

• Delivers outstanding customer experience; holds Team Members accountable.
• Establishes clear expectations for balancing in-store service and online orders.
• Monitors in-store and online customer flow; assigns tasks balancing needs of all customers.
• Keeps aware of competitors and industry trends.
• Ensures responsive handling of customer questions/concerns.
• Supports collaboration with department leaders, store leadership, and 1P/3P partners (Amazon delivery).
• Fosters a positive environment with teamwork and morale.
• Maintains safety and security standards for Team Members.
• Ensures compliance with regulatory rules and standards.
• Coaches and motivates Team Members; minimizes turnover.
• Keeps workspaces clean and organized.
• Maintains equipment security (MSRs, phones, currency counters).
• Identifies process improvement opportunities.
• Models WFM values and leadership principles.

Skills

Task management

Root cause analysis

Interpersonal skills

Team leadership

Communication

Tools

Microsoft Office

Job description

Whole Foods Market in Framingham, MA is seeking a Supervisor to support Customer Service & E-Commerce programs. You will lead checkout, online orders, pickup and delivery operations, while focusing on safety, quality, and team productivity.

You will monitor KPIs, coach Team Members, and collaborate with store leadership and 1P/3P partners to ensure a smooth customer experience and compliant operations.