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New Store - Customer Experience Team Leader - Full Time - Laguna Hills, CA - Late Fall 2025

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Job Description

This is an Amazon Fresh branded store featuring Amazon Fresh product selection and shopping experience. This location is participating in a single-store test of operational processes currently utilized by Whole Foods Market, so employees at this store will follow Whole Foods Market employment policies and operational procedures.

Job Profile Summary  

Leads store-level checkout operations and online order fulfillment, focusing on safety, quality, and excellence in customer experience. Manages key performance metrics including team productivity, labor utilization, and process execution for both in-store and e-commerce operations. Oversee daily operations including capacity management, pick accuracy, and customer service delivery. Responsible for team development, including hiring, training, and performance management of Team Members.  

 

Job Responsibilities  

  • Manage daily e-commerce operations and order fulfillment 

  • Monitor and improve key performance indicators 

  • Ensure timely order fulfillment 

  • Monitor customer flows and needs 

  • Respond promptly to customer inquiries 

  • Drive customer satisfaction initiatives 

  • Ensure maintain of clean, organized staging areas and coolers 

  • Creating and optimize staffing schedules 

  • Monitor labor metrics and capacity planning 

  • Conduct performance evaluations 

  • Drive team development and training 

  • Lead and foster positive team environment 

  • Oversee special projects as assigned 

  • Maintain knowledge of product and promotional events including (DashCart, Assisted/Self-Check-Out, Amazon App/Prime Now Membership, etc.) 

  • Maintain a positive work environment. 

  • Use courteous and proper phone etiquette. 

  • Attend all meetings assigned by Leadership, including daily huddles. 

  • Promotes company program and initiatives as needed 

  • Maintains operational standards including but not limited to safety and store security protocols  

  • Ensure adherence to all company policies, procedures, and regulatory requirements  

  • Performs other duties as assigned by store or company leadership 

 

Job Skills 

  • Exceptional ability to perform task management, balancing dynamic customer flows 

  • Strong understanding of how labor utilization and task management drive performance metrics and customer experience 

  • Strong analysis skills to root cause underperformance (either observed or demonstrated by metric performance).  

  • Strong ability to communicate performance analysis findings and actions, both verbally and in writing 

  • Excellent interpersonal, motivational, team building and customer relationship skills 

  • Capable of teaching others in a positive and constructive manner 

  • Capable of maintaining inventory of supplies and buying, when necessary 

  • Demonstrated decision-making ability, leadership skills, and ability to prioritize and delegate 

  • Proficient with email, Microsoft Office, and operations-related applications 

  • Proficient with mobile applications, dashboards, and basic understanding of retail systems capabilities 

  • Adaptability to learn new technology-driven solutions 

Experience / Qualifications  

  • 24+ months retail experience including 12+ months 

  • Prior experience leading high volume teams 

  • High school diploma or equivalent preferred 

  • Must be 18+ years old 

 

Physical Requirements / Working Conditions  

  • Stand/walk for 6-8 hours per shift 

  • Lift up to 50 pounds 

  • Work in various temperature environments (freezer to 90°F) 

  • Perform repeated motions: bending, reaching, grasping, twisting, squatting 

  • Operate standard retail equipment safely  

  • Flexible availability including nights, weekends, and holidays 

  • Exposure to refrigerated areas and cleaning chemicals 

  • Thrive in a fast-paced retail environment 

  • May require use of ladders and equipment 

 

This is an Amazon Fresh branded store featuring Amazon Fresh product selection and shopping experience. This location is participating in a single-store test of operational processes currently utilized by Whole Foods Market, so employees at this store will follow Whole Foods Market employment policies and operational procedures.  

 

The purpose of this document is to provide a general summary of essential responsibilities for the position and is not meant as an exhaustive list. This job description should be referenced specifically for Team Members at the Laguna Hills Fresh location.  

The wage range for this position is $23.60-$42.50 Hourly, commensurate with experience. Whole Foods Market offers "Whole Benefits". Whole Benefits may include health insurance, retirement plan benefits, eligibility for a store discount, paid time off and access to other benefit programs. Eligibility for Whole Benefits is determined under the terms of the applicable Whole Benefits plan at a person’s date of hire. For additional information, visit our Whole Foods Market Careers site: https://careers.wholefoodsmarket.com/benefits.

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.

Whole Foods Market works with job sites like Indeed, LinkedIn, and ZipRecruiter to promote opportunities at our company. Please be aware that other career sites may not be accurate or up to date and may even be fraudulent. We encourage and recommend all candidates to apply via our site.