Retail Service and Operations Manager

About This Role

This role will lead retail store operations, ensuring excellence in customer and donor experiences while managing team performance and achieving sales goals, all to support Goodwill's mission.

Responsibilities

• Partner with the Site Manager to achieve store goals in sales, production, customer service, payroll, safety, and expense control
• Act as Manager-on-Duty, overseeing store operations including opening, closing, and cash management
• Lead, train, and coach Ambassadors to deliver exceptional customer and donor experiences
• Maintain compliance with safety, loss prevention, and operational standards
• Oversee merchandising, colorizing, signage, and sales floor presentation to meet company guidelines
• Support donation processing, backroom organization, and production goals
• Assist with GATR/GADD, CRM programs, and other engagement initiatives
• Ensure the store environment is clean, safe, and aligned with brand standards
• Work flexible shifts, including nights, weekends, holidays, and occasional nearby location support

Requirements

• 2-4 years of supervisory experience in retail or a customer-focused operations role
• Proven ability to manage performance, drive results, and coach diverse teams
• High school diploma or GED
• Strong communication, problem-solving, and organizational skills
• Experience with POS systems, Microsoft Outlook, Excel, and HRIS/timekeeping systems

Qualifications

• High school diploma or GED required; college coursework preferred
• 2–4 years of supervisory experience in retail or a customer-focused operations role

Nice to Have

• College coursework
• Bilingual (Spanish/English)

Skills

* Required skills