Experienced eCommerce Operations Manager - Drive Up & Go Service Excellence

Join the Workwarp Team as a Drive Up & Go Manager: Elevate Customer Experience and eCommerce Operations

At Workwarp, we're revolutionizing the retail landscape with our innovative Drive Up & Go service, redefining the way customers interact with our stores. As a key member of our team, you're not just managing a department; you're shaping the future of grocery shopping. If you're a motivated and customer-centric professional looking to make a significant impact, we invite you to join us as a Drive Up & Go Manager.

About Us

Workwarp, operating under the Shaw's brand, is at the forefront of integrating technology and retail to enhance customer experience. Our Drive Up & Go service allows customers to order groceries online and pick them up at their convenience, without leaving their cars. This role is crucial in ensuring that our customers receive their orders promptly and with the highest quality.

Key Responsibilities

• Manage eCommerce Operations: Oversee all aspects of the store's eCommerce operations, ensuring that procedures, processes, and food safety practices are adhered to.
• Team Leadership: Coach a team of associates in picking, packing, staging, and handing orders to customers and third-party delivery providers, fostering a positive and productive work environment.
• Customer Service Excellence: Ensure that customers receive the best possible service, meeting net promoter score (NPS) and customer retention goals.
• Sales and Labor Targets: Achieve sales and labor targets by creating effective weekly schedules and executing marketing strategies.
• Operational Efficiency: Manage slot capacity, review re-shops, and ensure that all orders meet our 3Q's standards (Quality, Quantity, Quickness).
• System Management: Oversee eCommerce systems, including Acupick, VTill, emails, and 3PL delivery dashboards.
• Training and Development: Facilitate initial and ongoing training for eCommerce team members and cross-trained shoppers.
• Performance Monitoring: Review picker reporting, manage "Metrics That Matter," and follow up on customer complaints.
• Compliance and Safety: Ensure compliance with food safety policies, maintain temperature logs, and secure regulated item forms.
• Collaboration: Work with store management to identify cross-trained help and manage supply expenses.
• Marketing and Sales: Drive sales by promoting eCommerce services to neighboring businesses and ensuring that the eCommerce department meets marketing material standards.

Essential Qualifications

• Independence and Teamwork: Ability to work independently in a fast-paced environment while being team-driven.
• Strong Organizational Skills: Proven ability to multi-task, problem-solve, and maintain exceptional customer service.
• Basic Computer Skills: Proficiency in Microsoft Office Suite (Excel, Word, Outlook) is highly desirable.
• High School Diploma/GED: Required for the role.
• Physical Ability: Must be able to lift up to 50 pounds, stand/walk for extended periods, kneel, or crouch frequently.

Preferred Qualifications

While not mandatory, experience in eCommerce operations, retail management, or a related field is highly valued. Previous experience with systems similar to Acupick and VTill is a plus.

What We Offer

At Workwarp, we're committed to the growth and well-being of our employees. As a Drive Up & Go Manager, you can expect:

• Competitive Compensation: A salary starting from $21.00 per hour.
• Comprehensive Benefits: Including 401(k) with matching, dental, health, and vision insurance, employee discount, and paid time off.
• Flexible Scheduling: With the possibility of an 8-hour shift and weekends as needed.
• Career Growth: Opportunities for professional development and advancement within the company.
• Inclusive Culture: We're an Equal Opportunity Employer, committed to diversity, inclusion, and safety.

Why Join Us?

As a Drive Up & Go Manager at Workwarp, you'll be at the heart of our mission to revolutionize grocery shopping. You'll have the opportunity to lead a team, drive sales, and ensure customer satisfaction, all while being part of a dynamic and innovative company. If you're passionate about delivering exceptional customer service, leading a team, and working in a fast-paced environment, we encourage you to apply.

Ready to Take the Next Step?

If you're excited about this opportunity and believe you have what it takes to be a successful Drive Up & Go Manager, don't hesitate. Apply today and let's build the future of retail together.

Location: Auburn, ME (In-person, required to relocate before starting work)

Job Type: Full-time, 40 hours per week

We look forward to hearing from you and exploring how you can contribute to our team's success.