Assistant Manager of E-commerce

Hy-Vee, Inc.•Mason City, IA

1d•Onsite

About The Position

As the Assistant Manager of E-commerce at Hy-Vee, you'll oversee the full E-commerce operation across all departments; from Aisles Online and food service to pharmacy, made-to-order, and third-party marketplaces. You'll make sure every online order, whether it's picked up curbside or delivered to a customer's door, is fulfilled accurately, on time, and with the quality our customers expect. If you thrive in a fast-paced environment, love solving problems, and enjoy leading a team that keeps multiple moving parts running smoothly, this role is a great fit for you.

Requirements

Deliver outstanding customer service and inspire your team to do the same
Lead and develop a team across multiple departments in a fast-paced E-commerce environment
Communicate clearly and professionally in writing and verbally with customers, employees, and vendors
Identify problems and develop practical, effective solutions
Work comfortably with computer systems including word processing, spreadsheet, email, and job-specific applications
Handle confidential information, including sales data, pricing, and operational reports, with discretion
High school diploma or equivalent preferred; proficiency with computers and the internet required

Responsibilities

Deliver outstanding customer service by greeting customers warmly and going the extra mile to make every interaction a positive one
Oversee planning, implementation, staffing, and tracking for order fulfillment and delivery across all E-commerce channels, including Aisles Online, food service, pharmacy, made-to-order, and third-party marketplaces
Continually monitor incoming online orders to ensure prompt, accurate, and on-time fulfillment, requesting additional support from other areas of the store as needed
Promote Perks+ memberships and E-commerce services to customers and team members
Review orders for accuracy and assess out-of-stocks and cancellations
Ensure customer care emails, survey complaints, and third-party complaints are handled appropriately and resolved in a timely manner
Ensure all payments are properly tendered in the POS for both first-party and third-party orders
Ensure products are available for online sale and submit local items for images and content as needed
Coordinate all store deliveries through appropriate planning, scheduling, and resource management
Manage labor standards and scheduling based on unit-based scheduling and projected order volume
Maintain communication with the E-commerce Supervisor and other department supervisors
For Aisles Online: ensure Red Line calls are handled, oversee product location policy, and manage audit processes for third-party shopped orders
For Food Service and Fast and Fresh: ensure Red Line calls are handled, monitor menu availability and canceled orders, and verify the delivery tablet is operational each morning
For Made to Order: manage and train users on the MTO system and monitor orders for accurate product procurement and on-time fulfillment
For Third-Party Marketplaces: oversee TPM operations including DoorDash, Instacart, Grubhub, Uber, and Shipt, train checkout attendants, manage driver quality, and ensure tablets are operational each morning in all necessary departments
Provide education to employees on new policies and procedures
Maintain compliance with Hy-Vee's dress code, hygiene standards, and all company policies
Assist with other tasks and special projects as needed