Primary Responsibility / Summary Responsible for the efficient operation of a Retail Store, Boutique or Attended Donation Center (ADC), with accountability for the engagement 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. Goodwill Southern California greatly values our employees’ health and well-being. Per company Policy, all our employees are required to be fully vaccinated for COVID-19. 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 SOPs 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. 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. 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. Customer and Donor Experience: Trains, evaluates and coaches Ambassadors on delivering excellent customer service, accurate capture of donor information, 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. Work flexible shifts; including nights, weekends, holidays and overtime when needed. May be required to work at a nearby location. Additional Duties & Responsibilities Assists in the Truck Swap process and performs necessary cleaning and janitorial work. Attends meetings and training as required. If required to drive for a work event, you must have a valid CDL and required auto insurance. 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 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. 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 Required Training New Hire Orientation Supervisory Essentials training AB1825: Harassment Prevention training Mandated Reporter 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: We treat everyone with respect, compassion and inclusion, recognizing their contributions and differences. We conduct business with transparency, integrity and accountability. We serve, empower and advocate for our clients, community, business partners and each other. 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 Background Check Employment Verification Verification of COVID-19 Vaccinations