Customer Service & E-Commerce Associate Team Leader (Customer Service, In-Store Shopper Assistant Department Manager)

Position Overview

At Whole Foods Market, we are working to nourish people and the planet. In this role, you will support the Team Leader in leading and executing the Customer Service & E-Commerce programs, ensuring an exceptional checkout experience and smooth grocery delivery & pickup at your assigned store. You will drive safety, high quality in outbound online orders, excellent pickup experiences, team productivity, and overall program execution. Monitoring key performance indicator metrics and visual cues in-store, you will assess the team’s performance while managing daily operations such as capacity, labor utilization, process adherence, cash management, regulatory compliance, and special projects. You will also support the Team Leader in developing team members and may be involved in hiring activities.

Key Responsibilities

• Delivers outstanding customer experience and holds all team members accountable for excellence.
• Establishes clear expectations to balance in-store customer service with online order completion.
• Monitors both in-store and online customer flow and assigns tasks accordingly.
• Oversees scheduling to match customer needs, online order capacity, and labor budget.
• Maintains strong knowledge of competitors and industry trends.
• Ensures an effective and efficient response to customer questions, requests, and concerns.
• Supports collaborative relationships with departmental leaders, store leadership, and key partners (e.g., Amazon delivery drivers).
• Fosters an environment of outstanding teamwork, mutual respect, and high morale.
• Maintains team safety, security standards, and compliance with regulatory rules.
• Develops, coaches, mentors, and motivates team members to sustain high performance and minimize turnover.
• Ensures cleanliness of workspaces and security of essential equipment.
• Proactively identifies process improvement opportunities and consistently communicates WFM core values and leadership principles.

Required Qualifications

• Minimum 18+ months retail experience, including 6+ months of supervisory experience.
• Strong task management skills with the ability to balance dynamic customer flows.
• Understanding of how labor utilization and task management drive performance metrics and customer experience.
• Excellent analytical skills to identify and address underperformance.
• Exceptional verbal and written communication skills.
• Proven interpersonal, motivational, and team building abilities with strong customer relationship skills.
• Capability to teach and mentor others in a positive, constructive manner.
• Demonstrated decision-making and leadership skills with an ability to prioritize and delegate effectively.
• Proficiency with email, Microsoft Office, mobile applications, dashboards, and retail operations software.

Benefits & Perks

• Compensation: $19.05–$33.20 hourly, commensurate with experience.
• Whole Benefits: Health insurance, retirement plan benefits, eligibility for a store discount, paid time off, and access to other benefit programs.
• For additional information, please visit the Whole Foods Market Careers site.