Customer Experience & E-Commerce Operations Supervisor – Front End Support, In-Store Shopper Coordination & Team Leadership (Full Time, Cincinnati, OH)

About arenaflex and the Opportunity

At arenaflex, we believe that exceptional customer experiences are the foundation of every successful retail operation. We are on a mission to nourish both people and the communities we serve, and we are looking for a passionate, driven, and resourceful leader to join our team in Cincinnati, Ohio. As our next Customer Experience & E-Commerce Operations Supervisor, you will play a pivotal role in shaping how customers interact with our in-store and online shopping channels. This position sits at the dynamic intersection of traditional retail customer service and modern e-commerce fulfillment, offering a unique opportunity to influence both the checkout experience and the rapidly expanding grocery delivery and pickup programs at our Cincinnati location.

The modern grocery landscape has evolved dramatically, and arenaflex is at the forefront of this transformation. Our hybrid model combines the warmth and expertise of in-store service with the convenience and efficiency of digital ordering, and we need a leader who can masterfully balance both worlds. If you thrive in fast-paced environments, enjoy coaching teams to reach their highest potential, and have a sharp eye for operational excellence, this is the role for you.

Position Overview

As the Customer Experience & E-Commerce Operations Supervisor, you will be responsible for leading daily operations that span front-end customer service, online order fulfillment, in-store shopping support, and team leadership. You will work closely with store leadership to ensure safety, quality, productivity, and outstanding service delivery across all customer touchpoints. This includes monitoring key performance indicators, managing labor utilization, and driving continuous improvement in both customer-facing and back-of-house processes.

Reporting to the Team Leader, you will serve as a hands-on supervisor who leads by example, develops team members, and ensures that every customer—whether they walk through our doors or place an online order from the comfort of their home—receives a memorable experience. Your leadership will directly impact team morale, customer loyalty, and the overall success of the store's e-commerce and customer service programs.

Key Responsibilities

Customer Experience Leadership

• Deliver and hold team members accountable for outstanding customer service across in-store, phone, and digital channels.
• Establish clear expectations for balancing the needs of in-store customers with timely completion of online orders.
• Monitor customer flow both at the front end and through online order queues, dynamically assigning tasks to ensure efficient service delivery.
• Respond promptly, effectively, and empathetically to customer questions, requests, and concerns.
• Stay informed about competitor activities, industry trends, and emerging best practices in retail and e-commerce.

E-Commerce & Fulfillment Operations

• Oversee the daily execution of online grocery delivery and pickup programs, ensuring orders are picked accurately and delivered on time.
• Monitor outbound order quality, picker productivity, and order drop-off processes.
• Manage capacity, labor utilization, and adherence to pick processes to meet fluctuating customer demand.
• Maintain staging areas, coolers, and storage spaces in clean, organized, and secure conditions.
• Collaborate effectively with third-party partners and delivery service providers to ensure seamless handoffs.

Front End & Cash Management

• Supervise front-end operations including checkout lanes, customer service desk, and self-checkout areas.
• Manage cash handling procedures, including till management, currency counting, and security protocols for registers and payment equipment.
• Ensure compliance with all cash management policies and loss prevention standards.
• Maintain security of equipment such as mobile scan receivers, store phones, and currency counters.

Team Development & Leadership

• Support the Team Leader in recruiting, onboarding, training, and developing team members.
• Coach, mentor, and motivate team members to sustain high performance and minimize turnover.
• Foster a positive work environment built on mutual respect, teamwork, and exceptional morale.
• Conduct regular performance conversations and provide constructive feedback.
• Model and reinforce arenaflex core values and leadership principles in every interaction.

Safety, Compliance & Continuous Improvement

• Maintain team member safety and security standards in all work areas.
• Ensure strict adherence to all applicable health, safety, and regulatory requirements.
• Identify, recommend, and implement process improvement opportunities to enhance efficiency and customer satisfaction.
• Maintain cleanliness and organization of workspaces, including staging areas, coolers, and back-of-house zones.

Essential Qualifications & Experience

• A minimum of 12 months of retail experience, preferably in a customer-facing or supervisory capacity.
• Demonstrated ability to perform task management and balance dynamic, ever-changing customer flows.
• Strong analytical skills with the ability to identify root causes of underperformance through observation and metric analysis.
• Excellent interpersonal, motivational, and team-building skills with a passion for developing others.
• Proficient in email communication, Microsoft Office applications, and common retail operations software.
• Capable of teaching, coaching, and mentoring others in a positive and constructive manner.

Preferred Qualifications

• Prior supervisory or team lead experience in a grocery, retail, or e-commerce environment.
• Experience with online order fulfillment, click-and-collect programs, or last-mile delivery operations.
• Familiarity with point-of-sale systems, inventory management tools, and labor scheduling software.
• Knowledge of food safety standards and retail compliance regulations.
• Track record of driving process improvements that resulted in measurable operational gains.

Physical Requirements & Working Conditions

This role is physically demanding and requires the ability to perform the following tasks safely and consistently:

• Ability to lift up to 50 pounds.
• Standing and walking for 6 to 8 hours during an 8-hour shift.
• Hand use involving single grasping, fine manipulation, pushing, and pulling.
• Physical movements including bending, twisting, squatting, and reaching throughout the shift.
• Exposure to FDA-approved cleaning chemicals as part of sanitation duties.
• Ability to work in temperature-controlled environments ranging from 32°F (freezers) to 32-40°F (refrigerators) and up to 90°F.
• Comfort working in wet and cold environments as needed.
• Flexibility to work a variable schedule including nights, weekends, and holidays.
• Willingness to use tools and equipment such as box cutters, electric pallet jacks, and other heavy machinery.

What We Offer

At arenaflex, we recognize that our team members are our greatest asset, and we are committed to creating a workplace where you can thrive professionally and personally. We provide a comprehensive benefits package and a culture that values growth, well-being, and work-life balance.

• Competitive compensation with regular pay reviews and opportunities for performance-based rewards.
• Comprehensive health benefits including medical, dental, and vision coverage for eligible team members.
• Retirement savings plan with company contributions to help you build long-term financial security.
• Paid time off including vacation, sick days, and holiday pay.
• Team member discount on the high-quality products we offer.
• Professional development opportunities including on-the-job training, leadership development programs, and tuition assistance for qualifying team members.
• Career advancement pathways within a growing organization that promotes from within whenever possible.

Our Culture & Values

arenaflex is more than just a workplace—it is a community of passionate individuals committed to making a positive impact. We are guided by core values that shape every decision we make and every interaction we have. We celebrate diversity, champion inclusion, and believe that every team member deserves to be treated with dignity and respect. Our leadership principles encourage openness, collaboration, accountability, and a relentless focus on continuous improvement. We hire and promote individuals solely based on qualifications, performance, and business needs, and we are proud to provide fair and equal employment opportunities to all candidates and team members regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity or expression, age, marital status, disability, or any other legally protected characteristic.

Why Join arenaflex?

This is more than a job—it is a chance to build a meaningful career in an organization that truly values your contributions. As a Customer Experience & E-Commerce Operations Supervisor, you will have the opportunity to develop leadership skills that will serve you throughout your career, work with a diverse and talented team, and play a direct role in shaping the future of retail and e-commerce in the Cincinnati community. Whether you aspire to grow into a store leadership role, specialize in e-commerce operations, or expand your expertise across multiple retail functions, arenaflex provides the platform, training, and support to help you achieve your goals.

How to Apply

If you are ready to take the next step in your retail career and join a team that is passionate about delivering exceptional customer experiences, we encourage you to apply today. We recommend applying directly through the arenaflex careers portal to ensure your application is received and reviewed promptly. Please note that arenaflex works with reputable job sites to promote opportunities, and we encourage candidates to apply through our official channels to avoid fraudulent postings. Take the first step toward an exciting and rewarding career with arenaflex—where your work makes a difference every day.