E-Commerce & Customer Service Team Lead

Whole Foods Market; Oakland (CA); On-site; USD 36,000 - 59,000; Full time

Benefits offered by this job

Whole Benefits

Store discount

Paid time off

Job summary

Whole Foods Market in Oakland is seeking a Team Leader to oversee Customer Service & E-Commerce programs, ensuring a smooth checkout experience and reliable grocery delivery/pickup. You will manage staffing, coaching, and performance while aligning with health and safety regulations.

You will lead ATLs, Supervisors, and Team Members, shaping hiring decisions and development plans. The role emphasizes process improvement, data-driven decision-making, and cross-functional collaboration.

Qualifications

• 24+ months retail experience including 12+ months of team leadership experience.
• You have experience leading high-volume teams.
• You take ownership of your work and team and are available to work overtime during peak seasons and as needed year-round.

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.
• Responsible for the integrity of the schedule to maintain in-store customer needs, online order capacity, and cognizant of labor budget.
• Sustains exceptional knowledge and awareness of relevant competitors and industry trends.
• Ensures an effective and efficient response to customer questions, requests, and/or concerns.
• Establishes and maintains 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.
• Completing hiring and separation decisions in partnership with Store Leadership. Maintains awareness and adherence to staffing guidance.
• Develops, coaches, mentors, and motivates Team Members in a manner that sustains a high performing Team and minimizes turnover; ensure Team Members are trained in all required tasks and roles.
• Provides timely, thorough, and thoughtful performance evaluations.
• 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

Labor utilization

Performance metrics

Communication

Team leadership

Coaching/mentoring

Scheduling

Inventory management

Microsoft Office

Retail systems

Tools

Retail systems

Mobile dashboards

Job description

Whole Foods Market in Oakland is seeking a Team Leader to oversee Customer Service & E-Commerce programs, ensuring a smooth checkout experience and reliable grocery delivery/pickup. You will manage staffing, coaching, and performance while aligning with health and safety regulations.

You will lead ATLs, Supervisors, and Team Members, shaping hiring decisions and development plans. The role emphasizes process improvement, data-driven decision-making, and cross-functional collaboration.