Retail Service and Operations Manager

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! 

Job Title:

Retail Service and Operations Manager

Revised Date:

Department:

Retail

Date: 11/2025

Immediate Supervisor:

Site Manager

Job Code: 2246

FLSA Status:

Non-Exempt

Pay Grade:  R05

Ambassador Name:

Job Classification:  723

Primary Responsibility / Summary

Responsible for the efficient operation of a Retail Store, Boutique or Attended Donation Center (ADC), with accountability for the guest experience, sales floor and production operation functions.  Under the direction of the Site Manager, leads team to achieve established goals for sales, production, customer service, payroll, safety and expense control.  Closely collaborates with Site Manager to achieve standards and goals.

Essential Duties & Responsibilities

1. 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).
2. 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.
3. Ensure a safe work environment by maintaining a clean and safe environment by following all established SOPs and procedures and exercises caution in work related activities.
4. Adheres, coaches and trains Ambassadors on de-escalation practices regarding the public and proper procedures for loss prevention situations.
5. Identifies and communicates concerns, contacting the District Manager for guidance when the Site Manager is not available.
6. Supervisory responsibilities include training Ambassadors; planning, assigning, scheduling and directing work; providing input on performance appraisals; recognizing, developing Ambassadors, addressing and resolving concerns. Follows up on all assigned projects. Gives feedback under direction of the Site Manager.
7. Monitors and maintains sales floor, production area, structural, electrical, store equipment, landscaping, housekeeping, loss prevention and safety to company standards.
8. Guest Experience & Sales Floor Responsibilities
   1. Merchandising: Trains, evaluates and coaches Ambassadors on floor standards including; colorizing, sizing, signage, replenishment, Look Book transitions plans, endcap display and purchased product directives to meet goals and established SOPs and guidelines.
   2. Frontend: Trains, evalutes and coaches Ambassadors on Give at the Register (GATR), Give at the Donation Door (GADD), Customer Relationship Marketing (CRM), promoting sales and programs, customer excellence to meet goals and established SOPs and guidelines.
   3. Customer and Donor Experience: Trains, evaluates and coaches Ambassadors on delivering excellent customer service, accurate capture of donor information,
   4. Front of House: Trains, evaluates and coaches Ambassadors on POS functions, ensuring proper procedures are followed to maintain front of house compliance including: Cash wrap, jewelry case, fixture safety, ADA compliance and parking lot standards.
9. Production Operation Responsibilities
   1. 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.
   2. 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.
   3. Donations: Ensures accurate capture of donor information, proper sorting of goods and maintaining safety according to established SOPs and guidelines.
   4. Backroom: Ensuring proper procedures are followed to maintain backroom compliance including, transferring goods, Kaizen, hazmat, supply storage, purchased product, safety and truck swaps.
10. Work flexible shifts; including nights, weekends, holidays and overtime when needed. May be required to work at a nearby location.

Additional Duties & Responsibilities

1. Assists in the Truck Swap process and performs necessary cleaning and janitorial work.
2. Attends meetings and training as required. If driving to a work event, you must have a valid CDL and required auto insurance.
3. Other duties and special projects as assigned.

Supervisory Responsibilities

• This job supervises 5-10 ambassadors when acting as manager-on-duty. 

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience

• 2-4 years of supervisory experience in a customer focused/operations management role.
• Success in managing and executing the KPIs of the Operations Manager role required.          
• 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.

Other Qualifications

• 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.

English Language Skills

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.  Ability to write routine reports and correspondence.  Ability to speak effectively before groups of customers or ambassadors of organization.

Mathematical Skills

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Complexity

• Follows prescribed standards or guidelines.  May use tools/equipment/apply technical skills involving some judgment.  Work is supervised and subject to check.

Decision Making

• Position duties involve providing counsel and information and also involve making some recommendations.

Computer Skills

• Time and Attendance systems
• Microsoft Words, Excel and Outlook
• Some HRIS experience helpful
• POS system
• Personal computers
• Microsoft Outlook
• Daily usage of technology and tracking applications to complete tasks

Physical Demands

The physical demands described here are representative of those that must be met by an ambassador to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

-------------------------------- Amount of Time ---------------------------

Physical Demands

None

Less than 1/3

1/3 to 2/3

More than 2/3

Stand

x

Walk

x

Sit

x

Reach with hands and arms

x

Use hands to finger, handle, or feel

x

Climb or balance

x

Bend, kneel, crouch, or crawl

x

Talk or hear

x

Taste or smell

x

Carry, push or pull

x

-------------------------------- Amount of Time -------------------------------

Lifts Weights or Exerts Force

None

Less than 1/3

1/3 to 2/3

More than 2/3

Up to 10 pounds

x

Up to 25 pounds

x

Up to 50 pounds

x

Up to 100 pounds

x

More than 100 pounds

x

• Normal vision to work with computer, cash register and other office equipment and abilities to supervise store ambassadors with or without correction.

Work Environment

The physical, mental & environmental conditions in which the work is performed. The work environment characteristics described are representative of those an ambassador encounters while performing the essential functions of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

-------------------------------- Amount of Time ---------------------------

Environmental Conditions

None

Less than 1/3

1/3 to 2/3

More than 2/3

Wet or humid conditions (non-weather)

x

Working near mechanical parts

x

Work in high, precarious places

x

Fumes or airborne particles

x

Toxic or caustic chemicals

x

Outdoor weather conditions

x

Extreme cold (non-weather)

x

Extreme heat (non-weather)

x

Risk of electrical shock

x

Work with explosives

x

Risk of radiation

x

Vibration

x

• Moderate noise

Required Training

• New Hire Orientation
• Supervisory Essentials training
• AB1825: Harassment Prevention training
• Mandated Reporter
• Other position-based training

Values-Based Work Environment Notice

Goodwill Southern California provides a values-based work environment for our ambassadors.  All individuals are expected to support and promote our values:

1. Respect.  We treat everyone with respect, compassion and inclusion, recognizing their contributions and differences.
2. Integrity.  We conduct business with transparency, integrity and accountability.
3. Service.  We serve, empower and advocate for our clients, community, business partners and each other.    
4. Excellence.  We pursue a vision of excellence and continuous improvement to better the lives of those we serve.

The above description is not intended to be an “all-inclusive” list of the duties and responsibilities of the job described, nor is it intended to be such a listing of the skills and abilities required to do the job. Rather, it is intended only to describe the general nature of the job.

Pre-Employment Testing

• Drug Screen – 8 panel
• Background Check
• Employment Verification

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:

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

Equal Employment Opportunity

Goodwill is committed to a policy of equal employment opportunity for applicants and employees. 

Employment decisions will comply with all applicable laws prohibiting discrimination in employment including Title VII of the Civil Rights Act of 1964, the Age Discrimination Employment Act of 1967, the Americans with Disabilities Act of 1990, the Immigration and Nationality Act, and any other characteristic protected by federal or state law.  

Nondiscrimination on the Basis of Disabilities

In furtherance of our commitment to end discrimination against qualified disabled individuals, and in accordance with the provisions of Section 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act, and all regulations properly issued thereunder to protect the rights of qualified disabled persons, it is Goodwill's policy that no program or activity administered by it shall exclude from participation, deny benefits to or subject to discrimination any individual solely by reason of his or her disability.   Equal employment opportunity will be extended to qualified disabled persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.   We further affirm that we will provide reasonable accommodation to the known physical or mental limitations of an otherwise qualified disabled employee or applicant.  

It is the policy of Goodwill to provide reasonable accommodations for qualified persons with disabilities who are employees or applicants for employment.  If you need assistance for accommodations to interview because of a disability, please notify the Human Resources Department. 

Employment opportunities will not be denied to anyone because of the need to make reasonable accommodations for a disability.