Employee Experience Manager

About the position

The Employee Experience Manager (EEM) is responsible for overseeing employee recruitment and development, driving store productivity, and ensuring sales and margin targets are met. This role includes managing back-of-house operations and the hardlines section on the sales floor. Additionally, the EEM handles communication channels (such as binders and boards), conducts career path check-ins, and ensures compliance with online training programs. Conducts research, evaluates data, and reports on findings, supporting the development and implementation of policies, procedures, and programs. Has familiarity with the Retail stores operations budget, may provide input into spending decisions, particularly as pertains to vendors, systems, and projects. Typically works on projects and initiatives that span 12 months to 2 years.

Responsibilities

• Focus on individual and store production goals while maximizing the value of all donations through sustainable practices and secondary market efforts to achieve budgeted sales and margin. Provide coaching to employees on their progress as needed.
• Manages the hiring and onboarding process for new hires. Regularly assesses new employees and conducts check-ins for progress and readiness.
• Oversees hardline product rotation to ensure a continuous flow of new merchandise and overall product availability.
• Supports the oversight of associates and non-exempt leadership providing adequate donation and/or POS coverage. Maintain customer service levels, donation coverage, sufficient flow of new quality product and store environment standards.
• Oversee the process to ensure all employees complete and comply with online training requirements. Monitor and support employee performance, providing feedback and development opportunities.
• Accurately enter report data on time and monitor team’s accuracy of data entry and timeliness, providing coaching if necessary.
• Analyze report data and other relevant documentation to identify trends and areas for improvement, providing actionable insights to store leadership.
• Consistently communicate and implement policies and procedures, addressing any concerns from the team. Manage communication channels, including communication binders and boards to keep employees informed.
• Regularly monitor the sales floor to ensure compliance with operational standards and safety guidelines, maintaining a clean, organized, and customer-friendly environment.
• Recognize individual employee strengths and delegate challenging work assignments to enhance employee satisfaction, development, and overall productivity.
• Leading and Developing Talent: May partner with coworkers to advance their development.
• Project and Change Management: May serve as a team member, or subject matter expert, for formal or department projects. Contributes ideas and helps develop solutions, while balancing demands of project work and routine job responsibilities. Engages effectively in change affecting her/him, communicating appropriately with supervisor. Follows through on learning, skill building, and practice necessary to adapt to change.
• Problem Solving: Light supervision; works independently. Periodic review of work by manager or direct customer. Researches, analyzes, and evaluates situations and reports on findings. Solves advanced problems.
• Technical Skill: Advanced knowledge of professional principles and skills. Comprehensive knowledge of principles, practices and procedures of particular field of specialization.
• Community Engagement: Champions Goodwill’s community engagement initiatives. Aware of Goodwill’s community partner organizational and participates in volunteer opportunities as pertains to role and interest. Participates in industry/knowledge groups.
• Responsible for completing other job responsibilities/duties as assigned.

Requirements

• Two years of college education or experience equivalency, and a minimum of 5 years experience.
• Forklift certification, if required at site.
• Work varied schedule and flexible hours; at least two closing shifts per week and every other weekend as scheduled. Additional nights and weekend shifts may be required to meet business needs.
• Must have a working phone that allows for communication accessibility.

Benefits

• Medical
• Dental
• Vision
• Short and long-term disability
• Life insurance
• Retirement plan
• Paid time off (PTO)