Responsibilities
H-E-B Digital is seeking new team members (Partners)! Since our inception, we’ve been investing heavily in our customers’ digital experience, reinventing how they find inspiration from food, how they make food decisions, and how they ultimately get food into their homes. This is an exciting time to join H-E-B Digital, and we’re hiring across the stack: front-end web and mobile, full-stack, and backend engineering. We’re using the best available technologies to deliver modern, engaging, reliable, and scalable experiences to meet the needs of our growing audience. Our digital solutions are growing in popularity and adoption—like Curbside and Home Delivery—so you’ll get the opportunity to define the user experience for millions of customers and hundreds of thousands of Partners. If you’re someone who enjoys taking on new challenges, working in a rapidly changing environment, learning new skills, and applying it all to solve large and impactful business problems, we want you as part of our team.
Our Partners thrive The H-E-B Way. In the IS Supervisor, Field Services position, that means you have a…
HEART FOR PEOPLE… you can organize multiple engineers, negotiate solutions, and provide upward communication
HEAD FOR BUSINESS… you consistently demonstrate and uphold the standards of coding, infrastructure, and process
PASSION FOR RESULTS… you’re capable of high-velocity contributions in multiple technical domains
As a Supervisor, you'll mentor, coach, and work beside a team of dedicated Partners whose focus is to provide great customer service while performing their daily duties.
What you’ll do (Management)
- Leads/mentors/trains new and tenured team members
- Manages/coordinates Team activities, day-to-day work, and project-related work; inspects/audits work as needed to ensure deadlines and standards are met
- Monitors service calls to ensure demeanor, technical accuracy, and consistency with policies and standards
- Prepares weekly Partner work schedules; adjusts hours, priorities to ensure efficiency based on workload; validates/submits Partner work time and attendance
- Communicates job expectations, KPI metrics, work progress, quality and quality of work standards, planning, and monitoring; reviews Partner job contributions
- Communicates Partner issues to management as needed
- Motivates/encourages Partners through positive communication, feedback; helps build/maintain a positive work environment and strong customer service culture
- Provides written and in-person performance feedback and counseling regularly/when necessary; writes/conducts performance appraisals
- Hires, trains, develops, retains Partners
- Resolves non-routine, complex issues; escalates as appropriate; reviews customer service history to ensure customer satisfaction and resolution of issues
- Responsible for production or services for one or more supervised areas
- Maintains/improves operations and processes; monitors system performance, identifies/resolves issues; prepares work action plans
- Partners with other business areas to provide technical advice, resolve issues, create requirements, enhance processes, and implement special programs
- Supports/may oversee IT-related projects; consults with management to review projects to determine goals, time frames, procedures for accomplishing projects, and staffing requirements
Who You Are
- A related degree or comparable formal training, certification, or work experience
- 5+ years of experience in supervision or as a Team Lead
- 5+ years of experience in a high volume, customer service-focused environment
- Professional Technical certifications (preferred)
Can you...
- Function in a fast-paced, retail, office environment
- Work extended hours; sit for extended periods
What are the Perks?
- A robust Benefits plan with coverage starting Day One
- Dental, vision, life, and other insurance plans; flexible spending accounts; short term / long term disability coverage
- Partner Care Team, for any time you have healthcare or coverage questions
- Telehealth offers 24/7 access to board-certified doctors by phone
- Partner Guidance allows free counselor visits
- Funeral leave, jury duty, and military pay (subject to applicable law)
- Maternal/paternal leave for new parents, including adoptions
- 10% off H-E-B brand products in-store and online
- Eligibility to participate in 401(k)
- Opportunity to become a “Partner-Owner” after 12 months
Who We AreWe’re a Partner-driven company with a Bold Promise – Because People MatterWe embrace Diversity and Inclusion as core values and support them with thriving company-wide programsWe’re a truly original Texas-based company that created the Spirit of Giving to help Texas communities every dayOnce eligible, our Partners become Owners in the company. “Partner-owned” means our most important resources—People—drive the innovation, growth, and success that make H-E-B The Greatest Retailing Company
Hiring in Dallas & Houston locations!
DEVS3232
