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.

Responsibilities

Customer Experience Leadership

• 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.

Omnichannel Fulfillment Execution

• 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.

  Team Leadership

  • 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.

  Inventory & Merchandising

  • 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.

  Compliance & Safety

  • 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.

  Business Performance

  • 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.

Qualifications

• 2+ years of retail, fulfillment, hospitality, or operational leadership 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.

What we Offer

• Medical/Dental/Vision Insurance (for full-time employees)
• 401(k) Retirement Savings Plan
• 25% employee discount & FAM Membership
• Vacation and Sick Time for eligible employees
• EAP through AllOne Health (formerly Carebridge)

Pay:

• Gopuff pays employees based on market pricing, and pay may vary depending on your location. Compensation for U.S. locations is based on a cost-of-labor index for that geographic area.
• New York, NY Pay Rate: USD $20.25
• The salary range above reflects what we’d reasonably expect to pay candidates. A  candidate’s starting pay will be determined based on job-related skills, experience,  qualifications, work location, and market conditions. These ranges may be modified in the future. For additional information on this role’s compensation  package, please reach out to the designated recruiter for this role. 

At Gopuff, we know that life can be unpredictable. Sometimes you forget the milk at the store, run out of pet food for Fido, or just really need ice cream at 11 pm. We get it—stuff happens. But that’s where we come in, delivering all your wants and needs in just minutes.   And now, we’re assembling a team of motivated people to help us drive forward that vision to bring a new age of convenience and predictability to an unpredictable world.   Like what you’re hearing? Then join us on Team Blue.   Gopuff is an equal employment opportunity employer, committed to an inclusive workplace where we do not discriminate on the basis of race, sex, gender, national origin, religion, sexual orientation, gender identity, marital or familial status, age, ancestry, disability, genetic information, or any other characteristic protected by applicable laws. We believe in diversity and encourage any qualified individual to apply.