Omnichannel Retail Lead: Customer Experience & Fulfillment

Gopuff; New York (NY); On-site; USD 26,000 - 32,000; Full time

Benefits offered by this job

Medical/Dental/Vision Insurance

401(k) Retirement Savings Plan

25% employee discount & FAM Membership

Vacation and Sick Time

EAP through AllOne Health

Job summary

Gopuff is seeking a Process Lead in New York to deliver exceptional customer experiences while driving operational excellence across walk-in retail, BOPIS, local delivery, and shipping. You will lead daily shift operations, coach associates on service standards, and foster a positive culture.

You will also manage inventory accuracy, merchandising, and compliance with alcohol regulations. The role emphasizes coaching, cross-functional collaboration, and performance metrics to improve sales and

Qualifications

• 2+ years of retail, fulfillment, hospitality, or operational leadership experience.
• Experience leading teams preferred.
• Strong customer service mindset.
• Ability to thrive in a fast-paced, high-volume environment.
• Experience with POS, inventory systems, or order management systems preferred.
• Passion for wine, spirits, beer, and customer engagement preferred.

Responsibilities

• Lead by example in delivering outstanding customer service.
• Create a welcoming and engaging shopping environment.
• Assist customers with product selection, recommendations, and store navigation.
• Resolve customer concerns quickly and professionally.
• Oversee omnichannel fulfillment including in-store, BOPIS, local delivery, and shipping.
• Monitor order completion times and service-level expectations.
• Train and coach staff on customer service standards.
• Conduct daily huddles and communicate priorities.
• Maintain inventory accuracy through cycle counts and audits.
• Ensure shelves are stocked and product freshness maintained.
• Verify age restrictions and alcohol sales compliance.
• Support achievement of store sales and profitability goals.

Skills

Leadership experience

Customer service mindset

Thrives in fast-paced environment

POS experience

Inventory/order management systems

Tools

POS systems

Inventory systems

Order management systems

Job description

Gopuff is seeking a Process Lead in New York to deliver exceptional customer experiences while driving operational excellence across walk-in retail, BOPIS, local delivery, and shipping. You will lead daily shift operations, coach associates on service standards, and foster a positive culture.

You will also manage inventory accuracy, merchandising, and compliance with alcohol regulations. The role emphasizes coaching, cross-functional collaboration, and performance metrics to improve sales and