Assistant Manager of E-Commerce

Hy-Vee, Inc.•Windsor Heights, IA

3d•Onsite

About The Position

The Assistant Manager of E-commerce oversees Hy-Vee’s E-commerce operation across departments and channels, including Aisles Online, food service, pharmacy, made-to-order, and third-party marketplaces. The role ensures online orders for pickup and delivery are fulfilled accurately, on time, and to expected quality standards. It leads and develops staff, coordinates fulfillment and delivery resources, monitors customer service and operational performance, and supports compliance with company policies.

Requirements

Ability to deliver outstanding customer service and inspire the team to do the same.
Ability to lead and develop a team across multiple departments in a fast-paced E-commerce environment.
Clear, professional written and verbal communication with customers, employees, and vendors.
Ability to identify problems and develop practical, effective solutions.
Comfort using computer systems, including word processing, spreadsheets, email, and job-specific applications.
Ability to handle confidential information, including sales data, pricing, and operational reports, with discretion.
Proficiency with computers and the internet.

Nice To Haves

High school diploma or equivalent preferred.

Responsibilities

Deliver outstanding customer service and encourage the team to provide positive customer interactions.
Oversee planning, implementation, staffing, and tracking of order fulfillment and delivery across E-commerce channels.
Monitor incoming online orders and ensure prompt, accurate, and timely fulfillment; request support from other store areas as needed.
Promote Perks+ memberships and E-commerce services.
Review orders for accuracy and assess out-of-stocks and cancellations.
Ensure customer-care emails, survey complaints, and third-party complaints are handled and resolved promptly.
Ensure payments for first-party and third-party orders are properly tendered in the POS.
Ensure products are available for online sale and submit local items for images and content as needed.
Coordinate store deliveries through 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 audits of 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 product procurement and timely order fulfillment.
For Third-Party Marketplaces, oversee DoorDash, Instacart, Grubhub, Uber, and Shipt operations; train checkout attendants; manage driver quality; and ensure required tablets are operational each morning.
Educate employees on new policies and procedures.
Maintain compliance with the company dress code, hygiene standards, and policies.
Assist with other tasks and special projects as needed.