Assistant Director of Retail Operations

Position Summary:

The Assistant Director of Retail Operations is responsible for partnering on the strategic leadership, daily operations, and overall performance of four nonprofit thrift store locations. This role ensures that each store operates efficiently, delivers exceptional customer and donor experiences, supports the mission of the organization, and maximizes revenue to fund social service programs. The Assistant Director of Retail Operation partners to oversee retail staff members and fosters a positive, mission-driven culture focused on service, sustainability, community impact, and accountability.

Key Responsibilities

Leadership & Staff Development (20-25%)

• Provide leadership, coaching, and mentorship to all retail teams, promoting a mission-focused and customer-centered environment.
• Recruit, hire, train, and retain high-performing staff; oversee training programs for onboarding, ongoing skills assessments, safety, and performance improvement.
• Conduct regular store visits, staff check-ins, performance evaluations, and team meetings.
• Model professionalism, accountability, servant leadership, and positive workplace culture.

Retail Operations & Compliance (25-30%)

• Oversee daily operations across all four retail locations, ensuring consistent adherence to policies, best practices, and brand standards.
• Maintain standard operating procedures (SOPs) for receiving, processing, pricing, merchandising, cash handling, customer service, and loss prevention.
• Ensure compliance with organizational policies, safety regulations, and nonprofit standards.
• Maintain clean, organized, safe, and welcoming stores for customers, donors, volunteers, and staff.
• Managing distribution of goods and recycling between locations on the daily truck route.
• Partners with the Director of Retail with outsourced donated product and collaborates on pick-up referrals.

Financial & Performance Management (25%)

• Monitor KPIs, and manage budgets for labor, operating expenses, and revenue in partnership with the Director of Retail.
• Analyze sales trends, donation flow, product mix, and pricing strategy to maximize profitability.
• Provide regular performance reports and recommendations to leadership.
• Reduce loss, increase sell-through rate, and optimize donation utilization while supporting sustainability goals.

Customer, Donor & Community Experience (20%)

• Ensure exceptional and mission-aligned experiences for customers, donors, and community partners.
• Oversee donor receiving operations to ensure efficient, friendly, and appreciative service.
• Collaborate with marketing to support promotions, events, volunteer engagement, and community partnerships.

Mission, Culture & Community Impact (10%)

• Ensure retail operations support and communicate the mission of the organization.
• Promote sustainability practices including recycling, repurposing, and waste reduction.
• Work collaboratively with internal social service programs to meet client needs through store resources (e.g., vouchers, emergency support).

Qualifications

Required:

• 5 years of retail management experience; multi-store or district management strongly preferred
• Proven ability to lead and motivate teams of 30 staff
• Strong operational, problem-solving, and organizational skills
• Experience with budgets, KPIs, inventory, and merchandising
• Excellent communication, conflict resolution, and customer service skills
• Proficiency with POS systems, MS Office/Google Workspace, and reporting tools

Preferred:

• Experience in nonprofit, thrift, or mission-based retail
• Knowledge of donation-based inventory and recycling systems
• Ability to work some weekends, evenings, and travel between store locations

Core Competencies

• Mission-Driven Leadership
• Team Development & Coaching
• Accountability & Performance Management
• Operational Efficiency & Continuous Improvement
• Customer & Donor Service Excellence
• Strategic Thinking & Adaptability
• Relationship Building & Collaboration

Work Environment & Physical Requirements

• Regular travel between store locations required
• Ability to stand for extended periods and lift up to 40 lbs as needed
• Fast-paced retail environment with occasional evening/weekend work