Online Operations Manager

About Us

We are committed to a culture of belonging and fostering an inclusive environment where we celebrate differences. As a great place to work, we empower everyone to be their full, authentic selves. Read our Belonging, Inclusion & Diversity Statement.

We move fast, adapt quickly, and take pride in upholding the highest standards of quality in everything we do.

Job Description

Online Operations Manager

Job SummaryThis role will effectively lead all online operations, including order picking, staging, and issue resolution, while ensuring adherence to Amazon¿s performance standards. Manages a team of Online Shoppers and ensures operational excellence, labor efficiency, and seamless customer experience aligned with SEG¿s online strategy. This is a working management position that requires a balance of physical labor, delegation, team building and leadership, planning, and administrative work.

Essential ResponsibilitiesResponsibility

% Of Time

SERVICE & PEOPLE LEADERSHIP

Leads, coaches, and schedules Online Shoppers to ensure timely, accurate, and efficient order fulfillment while maintaining labor productivity and service level targets. Monitors daily order volume, pick accuracy, freshness standards, and staging compliance; resolves exceptions and partners with internal teams and third-party providers as needed. Establishes and maintains a professional working relationship with customers, associates, vendors, suppliers, and regulatory agencies. Creates an environment that enables customers to feel welcome, important and appreciated to ensure they have a quality shopping experience. Promotes trust and respect among associates by collaborating, promoting teamwork, and communicating company, department, and job specific information. Supports onboarding, training, and development of associates; fosters a culture of accountability, safety, and Winning Service.

50%

FINANCIAL LEADERSHIP:

Maximizes sales and profits by leading the achievement of Amazon performance standards by maintaining key operational metrics, including:

• INF Rate (Items Not Found): Target ¿ 4%
• Substitution Attempt Rate: Target ¿ 95%
• Late Slam Rate (Orders not ready on time): Target ¿ 5%
• Confirmed vs Requested Rate (CvR): Target ¿ 95%
• Available vs Confirmed Rate (AvC): Target ¿ 95%
• Item Missing Rate: Target ¿ 1.5%
• Item Quality Rate: Target ¿ 0.75%
• Pickup Perfect Drop-off Rate (PDOR): Target ¿ 85%.

40%

COMPLIANCE AND SAFETY:

Ensures company standards for safety, proper food handling practices, sanitation and productivity are maintained. Adheres to all regulatory compliance requirements pertaining to food safety, United States Department of Agriculture (USDA) & Country of Origin Labeling (COOL), and Department of Agriculture (DOA). Executes all product recalls and withdrawals in a timely manner while ensuring all items are secured and removed from customer access. Reinforces safety programs by complying with safety procedures and inspects and identifies unsafe conditions to report to store management. Notifies management of customer or employee accidents. Reports all safety risk, or issues, and illegal activity, including robbery, theft or fraud. Ensures adherence to wage and hour policies and regulations. Cultivates a culture of safety within the store. Ensures self and all associates are working safely and have received necessary safety training. Ensures Hazardous Assessments are posted for associate reference and that Personal Protective Equipment is available and utilized by all associates executing tasks within the department, as required. Ensures equipment is in good repair; reports and assists with remediation (ex. lock out/tag out of equipment) of safety hazards within the department.

10%

DisclaimerPerforms other job-related duties as assigned.

QualificationsRequired EducationCourse of StudyHigh School / GED Preferred EducationCourse of StudyRelevant ExperienceSupervisory Experience0 -3 yrs minimum Language(s) Required Language(s) PreferredEnglishEnglish & SpanishKnowledge, Skills & Abilities Required

• Must be at least 18 years of age.
• Strong leadership and team development skills.
• Strong customer service skills.
• Familiarity with handheld devices, order management systems, and digital workflows.
• Ability to analyze performance data and adjust labor or processes accordingly.
• Strong communication and problem-solving skills.
• Prioritization and time management skills with the ability to manage multiple demands.
• Awareness of food safety, sanitation, and operational compliance standards.

Environmental FactorsEnvironmental FactorsRetail - General Heavy: Physical Demands: While performing the essential functions of this position, the employee is regularly required to stand or walk on various types of flooring, utilize manual dexterity, talk, see, hear, smell and perform repetitive movements with both hands and/or both feet. The employee is frequently required to reach at waist level or overhead, carry, push, or lift various loads up to the required weights listed. The employee is occasionally required to sit, balance, stoop, kneel, crouch and climb up to 30 ft. Working Conditions: While performing the essential functions of this position, the employee may be exposed to working in indoor, outdoor, cold, freezing, heated, and wet/humid working conditions. Safety Risk Factors: The employee is frequently required to twist back and/or neck, walk on a slippery or cluttered floor surface, work with hazardous equipment and be exposed to sharp objects. The employee is occasionally required to be exposed to loud noise, skin irritants, nuisance dust, fumes and sprays, hazardous cleaning solutions and other toxins. Overall Required Equipment: cleaning supplies and equipment, general office equipment, register, pricing gun, scales, scanner, various material handling equipment, such as racks, carts, pallet jacks, shopping carts Preferred Equipment: baler/compactor, box cutter Personal Protective Equipment: Goggles, Gloves, Back Brace Pulling Requirement: 250 lbs. Lifting Requirement: 50 lbs.Travel Percent & OvernightTravel PercentOvernightOccasionalNoShift(s)Varied shifts.