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New York, New York, United States
Onsite
The Process Lead is a frontline leader responsible for delivering an exceptional customer experience while driving operational excellence across all sales channels, including walk-in retail, Buy Online Pick Up In Store (BOPIS), local delivery, and direct-to-consumer shipping.
This role leads daily store execution, coaches team members, ensures service standards are met, and maintains efficient inventory and fulfillment processes. The Process Lead serves as the bridge between leadership and frontline associates, ensuring customers receive fast, friendly, and knowledgeable service whether shopping in-store, online, or through delivery.
Lead by example in delivering outstanding customer service.
Create a welcoming and engaging shopping environment.
Assist customers with product selection, recommendations, and store navigation.
Resolve customer concerns quickly and professionally.
Ensure every customer interaction reflects Warehouse Wines & Spirits' commitment to service excellence.
Oversee the execution of:
Walk-in retail transactions
Buy Online Pick Up In Store orders
Local delivery orders
Shipping and fulfillment orders
Monitor order completion times and service-level expectations.
Ensure orders are picked accurately and delivered on time.
Troubleshoot operational bottlenecks impacting customer experience.
Lead daily shift operations.
Train and coach Operations Associates on customer service standards and operational procedures.
Conduct daily huddles and communicate priorities.
Provide ongoing feedback and performance coaching.
Foster a positive, accountable, and customer-focused culture.
Maintain inventory accuracy through cycle counts and audits.
Ensure shelves and displays remain fully stocked and customer-ready.
Monitor product rotation and freshness standards.
Support receiving and replenishment activities.
Identify and address inventory discrepancies.
Ensure compliance with all alcohol sales regulations.
Verify age restrictions and ID requirements are consistently followed.
Maintain a safe environment for employees and customers.
Enforce company policies and operational standards.
Support achievement of store sales and profitability goals.
Drive basket-building opportunities through suggestive selling and product knowledge.
Monitor productivity, order accuracy, and customer satisfaction metrics.
Identify opportunities to improve operational efficiency and customer experience.
Previous experience leading teams preferred.
Strong customer service mindset.
Ability to thrive in a fast-paced, high-volume environment.
Experience with POS, inventory systems, or order management systems preferred.
Passion for wine, spirits, beer, and customer engagement preferred.