Retail Operations Manager

The Retail Operations Manager is responsible for the efficient operation of a Retail Store, Boutique or Attended Donation Center (ADC), with accountability for the operation functions.

The Retail Operations Manager leads team to achieve established goals for sales, production, customer service, payroll, safety and expense control and closely collaborates with Site Manager to achieve standards and goals.

Essential Duties & Responsibilities

Performs manager on duty activities as assigned by Site Manager. Including opening and closing, managerial operations of a cash register; trains, leads and encourages Ambassadors to meet goals, providing training and guidance while maintaining established company standard operating procedures (SOP).

Provide excellent service, engages with each Ambassador, customer and donor, while presenting a friendly and cooperative attitude. Role models, communicates and coaches our Mission and RISE (Respect, Integrity, Service and Integrity) Values to our Ambassadors, customers and donors.

Ensure a safe work environment by maintaining a clean and safe environment by following all established company standard operating policies and procedures and exercises caution in work related activities.

Adheres, coaches and trains Ambassadors on de-escalation practices regarding the public and proper procedures for loss prevention situations.

Identifies and communicates concerns, contacting the District Manager for guidance when the Site Manager is not available.

Supervisory responsibilities include; training Ambassadors; planning, assigning, scheduling and directing work; providing input on performance appraisals; recognizing, developing Ambassadors; addressing complaints and resolving problems. Follows up on all assigned projects. Gives corrective feedback under direction of the Site Manager.

Monitors and maintains salesfloor, production area, structural, electrical, store equipment, landscaping, housekeeping, loss prevention and safety to company standards.

Buying : Trains, evaluates and coaches Ambassadors to process donated goods meeting quantity, quality and key performance indicator (KPI) business goals, following established SOPs and guidelines.

Ecommerce : Trains, evaluates and coaches Ambassadors to identify and process ecommerce collectables and other items, luxury brands and books, to meet goals and established SOPs and guidelines.

Donations :

Ensures accurate capture of donor information, proper sorting of goods and maintaining safety according to established SOPs and guidelines.

Backroom : Ensuring proper procedures are followed to maintain backroom compliance including, transferring goods, Kaizen, hazmat, supply storage, purchased product, safety and truck swaps.

Work flexible shifts; including nights, weekends, holidays and overtime when needed. May be required to work at a nearby location.

Education & Experience

1-3 years of supervisory experience in a customer focused management role.

High school diploma or general education degree (GED) required. College degree helpful.

Ability to multitask projects of varying scope and complexity with minimum supervision.

Ability to share Goodwill’s purpose with the public and ask for monetary donations and customer / donor information.

Bilingual in Spanish helpful.

Must be proficient in using computers and other technology necessary to complete the activities assigned.

Must be proficient in Microsoft Outlook, completing surveys using electronic platforms in order to complete daily tasks.

Strong Communication, training, developing and people skills.

Demonstrated success with process accountability and multi-tasking.

Ability to handle confidential information.

Punctual and dependable attendance.

Free from alcohol and drug abuse.

Understands the basic philosophy of Goodwill and participates fully in carrying out its mission.

Adheres to Goodwill’s values of Respect, Integrity, Service, & Excellence.

Clear screening processes which include : Background and Drug Screening.