Customer Service & E-Commerce Associate Team Leader (In-Store Shopper Assistant Department Manager)

Whole Foods Market; Vienna (VA); On-site; USD 29,000 - 48,000; Full time

Benefits offered by this job

Whole Benefits

Store discount

Paid time off

Health & wellness programs

Job summary

Whole Foods Market seeks an Associate Team Leader for E-Commerce to support our grocery delivery and pick-up experiences. You will lead onboarding, coaching, safety, productivity, and team engagement while partnering cross-functionally to improve workflows and implement innovative approaches.

The role requires strong leadership, ability to review forecasts, adjust staffing in real time, and drive process improvements to meet customer order times.

Qualifications

• Experience supervising and coaching team members.
• Ability to manage safety and food safety protocols.

Responsibilities

• Onboard and train Team Members on standard operating procedures, staging procedures, quality standards, and safety protocols.
• Provide timely coaching and performance feedback through regular one-on-one conversations to drive skill development, accountability, and engagement
• Partner with Team Leader to identify high-potential Team Members and create development plans
• Lead and participate in team huddles and meetings to communicate priorities, celebrate wins, and address operational challenges
• Maintain a safe work environment through proactive hazard identification, resolution, and documentation
• Ensure Team Members follow safety and food safety protocols through observation and direct coaching
• Investigate incidents and near-misses, completing required reports and implementing preventive actions
• Own order accuracy and quality by conducting audits, analyzing trends and customer feedback, implementing solutions and coaching as needed
• Monitor customer order times and proactively resolve delays, escalated concerns, or experience issues
• Partner with other departments to improve customer experience
• Ensure proper handling of product substitutions, out-of-stocks, and special customer requests
• Optimize shift operations by reviewing forecasts, creating deployment plans, leading daily task delegation, and adjusting staffing in real-time to balance workload and maximize efficiency
• Identify operational bottlenecks and lead process improvement initiatives by testing new approaches, analyzing results, and implementing solutions to support optimal productivity
• Ensure proper tools, equipment, and supplies are available and functioning to support operations
• Communicate effectively with Team Members, leadership, cross-functional partners, customers, and third-party vendors.
• Demonstrate proficiency in all E-Commerce duties and serve as subject matter expert for the team
• Support company program and initiatives, inclusive of varied checkout options, store formats and all product assortment, tools, and technology
• Maintains operational standards including but not limited to safety and store security protocols
• Ensure adherence to all company policies, procedures, and regulatory requirements
• Performs other duties as assigned by store or company leadership

Job description

The Associate Team Leader (ATL) for E-Commerce supports the grocery delivery and pick-up experience for our customers. This role requires a talented, resilient leader with accountability across five critical areas: safety, quality, customer service, productivity, and team member engagement. ATLs will ensure Team Members are on-boarded and well trained, provide timely coaching for Team Members, maintain a safe work environment through proactive hazard identification, support productivity by reviewing forecasts and optimizing shift operations to meet customer order times, and lead process improvements by identifying bottlenecks and implementing solutions. ATLs will partner cross-functionally to maintain seamless workflows and embrace agility by testing new approaches, special projects and fostering an energized team culture.

• Ensure Team Members are onboarded and well trained on shopping standard operating procedures, staging procedures, quality standards, and safety protocols
• Provide timely coaching and performance feedback through regular one-on-one conversations to drive skill development, accountability, and engagement
• Partner with Team Leader to identify high-potential Team Members and create development plans
• Lead and participate in team huddles and meetings to communicate priorities, celebrate wins, and address operational challenges
• Maintain a safe work environment through proactive hazard identification, resolution, and documentation
• Ensure Team Members follow safety and food safety protocols through observation and direct coaching
• Investigate incidents and near-misses, completing required reports and implementing preventive actions
• Partner with store leadership to drive safety culture and compliance with regulatory requirements
• Own order accuracy and quality by conducting audits, analyzing trends and customer feedback, implementing solutions and coaching as needed
• Monitor customer order times and proactively resolve delays, escalated concerns, or experience issues
• Partner with other departments to improve customer experience
• Ensure proper handling of product substitutions, out-of-stocks, and special customer requests
• Optimize shift operations by reviewing forecasts, creating deployment plans, leading daily task delegation, and adjusting staffing in real-time to balance workload and maximize efficiency
• Identify operational bottlenecks and lead process improvement initiatives by testing new approaches, analyzing results, and implementing solutions to support optimal productivity
• Ensure proper tools, equipment, and supplies are available and functioning to support operations
• Communicate effectively with Team Members, leadership, cross-functional partners, customers, and third-party vendors.
• Demonstrate proficiency in all E-Commerce duties and serve as subject matter expert for the team
• Support company program and initiatives, inclusive of varied checkout options, store formats and all product assortment, tools, and technology
• Maintains operational standards including but not limited to safety and store security protocols
• Ensure adherence to all company policies, procedures, and regulatory requirements
• Performs other duties as assigned by store or company leadership

The wage range for this position is $20.05-$35.00 Hourly, commensurate with experience. Whole Foods Market offers "Whole Benefits". Whole Benefits offers a wide range of benefits for Full and Part-Time Team Members, including eligibility for a store discount, paid time off, financial wellness, health & wellness support programs, and access to other Team Member perks. Eligibility for Whole Benefits is determined under the terms of the applicable Whole Benefits plan at a person’s date of hire and may vary based on work location, length of service, and job type (such as regular or seasonal).

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.