Retail Operations Manager

Goodwill - Colton, CA

Full-time - Mid Level

Colton, CA

Social Assistance

About the position

The Retail Operations Manager at Goodwill Industries of Southern California is responsible for overseeing the efficient operation of a retail store, boutique, or attended donation center. This role involves leading a team to achieve sales, production, customer service, payroll, safety, and expense control goals while collaborating closely with the Site Manager. The position emphasizes maintaining a safe and clean work environment, training staff, and ensuring adherence to company policies and procedures.

Responsibilities

• Perform manager on duty activities as assigned by the Site Manager, including opening and closing the store and managing cash register operations.
• Train, lead, and encourage Ambassadors to meet goals while maintaining established company standard operating procedures (SOP).
• Provide excellent customer service and engage with Ambassadors, customers, and donors in a friendly and cooperative manner.
• Model, communicate, and coach the organization's Mission and RISE (Respect, Integrity, Service, and Excellence) Values to staff and customers.
• Ensure a safe work environment by maintaining cleanliness and following established company policies and procedures.
• Coach and train Ambassadors on de-escalation practices and loss prevention procedures.
• Identify and communicate concerns to the District Manager when the Site Manager is unavailable.
• Supervise training, planning, assigning, scheduling, and directing work for Ambassadors, providing input on performance appraisals and addressing complaints.
• Monitor and maintain the sales floor, production area, and store equipment to meet company standards.
• Train and evaluate Ambassadors on processing donated goods and meeting key performance indicators (KPIs).
• Ensure accurate capture of donor information and proper sorting of goods according to established SOPs.
• Maintain compliance in the backroom regarding goods transfer, safety, and supply storage.

Requirements

• 1-3 years of supervisory experience in a customer-focused management role.
• High school diploma or GED required; college degree is helpful.
• Ability to multitask projects of varying scope and complexity with minimal supervision.
• Ability to communicate Goodwill's purpose to the public and solicit donations.
• Bilingual in Spanish is helpful.
• Proficient in using computers and technology necessary for job tasks.
• Proficient in Microsoft Outlook and completing surveys using electronic platforms.
• Strong communication, training, and people skills.
• Demonstrated success with process accountability and multitasking.
• Ability to handle confidential information responsibly.
• Punctual and dependable attendance.
• Free from alcohol and drug abuse.
• Understanding of Goodwill's philosophy and active participation in its mission.

Nice-to-haves

• Bilingual in Spanish is helpful.

Benefits

• Equal opportunity employer
• Consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.