Goodwill Southern California is hiring: Retail Operations Manager in Los Angeles

Goodwill is one of the leading non-profit brands in the world and one of the largest non-profits in Southern California. We are a rapidly evolving organization and yet we have never been more focused on our Mission, on our people, and on our future. It’s always a GOOD day in SoCal!

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 the team to achieve established goals for sales, production, customer service, payroll, safety, and expense control and closely collaborates with the 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 while maintaining established company standard operating procedures (SOP).
• Provide excellent service, engage 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 Excellence) 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 exercising 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 and developing Ambassadors; addressing complaints and resolving problems. Follows up on all assigned projects and gives corrective feedback under the direction of the Site Manager.
• Monitors and maintains sales floor, 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 collectibles 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 is helpful.
• Must be proficient in using computers and other technology necessary to complete the activities assigned.
• Must be proficient in Microsoft Outlook and completing surveys using electronic platforms in order to complete daily tasks.
• Strong communication, training, developing, and people skills.
• Demonstrated success with process accountability and multitasking.
• 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.

Goodwill Industries in Southern California is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status. If you'd like more information about your EEO rights as an applicant under the law, please click here: [Link available when viewing the job]

Goodwill gives preferential consideration to persons with barriers to employment. Persons with disabilities are encouraged to apply.