Employee Experience Manager

Goodwill Greater Milwaukee & Chicago•Milwaukee, WI

About The Position

The Employee Experience Manager oversees employee recruitment and development, store productivity, and the achievement of sales and margin targets. The role manages back-of-house operations and the hardlines section of the sales floor, maintains employee communication channels, conducts career-path check-ins, and ensures compliance with online training programs. The position also researches and evaluates data, reports findings, and supports the development and implementation of policies, procedures, and programs. It requires familiarity with the retail stores operations budget and may involve input into spending decisions related to vendors, systems, and projects. Projects and initiatives typically span 12 months to 2 years. The manager supports employees and store leadership through hiring and onboarding, performance coaching, training oversight, operational reporting, data analysis, and implementation of policies and procedures. The role works independently with light supervision and periodic review, solves advanced problems, and may contribute to formal or department projects and change initiatives. The position also champions Goodwill community engagement initiatives and may participate in volunteer opportunities and industry or knowledge groups. The work involves a varied and flexible schedule, including 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. Physical demands include lifting and moving objects, standing for extended periods, moving around to accomplish tasks, and working in conditions that may include weather exposure, bodily fluids, and operational hazards. Travel is required.

Requirements

Two years of college education or equivalent experience, and a minimum of five years of experience.
Forklift certification, if required at the site.
Ability to work a varied schedule and flexible hours, including at least two closing shifts per week and every other weekend as scheduled; additional nights and weekend shifts may be required.
Must have a working phone that allows communication accessibility.
Ability to lift and/or move up to 10 pounds regularly, up to 20 pounds frequently, and up to 50 pounds occasionally.
Ability to move about to accomplish tasks; lift and move objects; stoop, kneel, crouch, or crawl; reach upward or downward; and stand for extended periods.
Ability to work in exposure to varying weather conditions, human blood, body fluids or tissue, and hazards such as dangerous machinery, moving vehicles, electrical currents, chemicals, or high places.
Ability to hear and respond to equipment warning devices and use a computer keyboard and written and electronic information; vision is required to assess store and donation center operations.
Travel is required.

Responsibilities

Focus on individual and store production goals while maximizing the value of donations through sustainable practices and secondary market efforts to achieve budgeted sales and margin; coach employees on their progress.
Manage hiring and onboarding for new employees, assess them regularly, and conduct progress and readiness check-ins.
Oversee hardline product rotation to maintain a continuous flow and availability of merchandise.
Support oversight of associates and non-exempt leadership to provide adequate donation and point-of-sale coverage, customer service, quality product flow, and store environment standards.
Ensure employees complete and comply with online training requirements; monitor performance and provide feedback and development opportunities.
Enter report data accurately and on time, monitor the team’s data-entry accuracy and timeliness, and coach as needed.
Analyze reports and other documentation to identify trends and improvement areas, and provide actionable insights to store leadership.
Communicate and implement policies and procedures, address team concerns, and maintain communication binders and boards to keep employees informed.
Monitor the sales floor for operational standards and safety compliance, maintaining a clean, organized, customer-friendly environment.
Recognize employee strengths and delegate challenging assignments to support satisfaction, development, and productivity.
May partner with coworkers to advance their development.
May serve as a team member or subject matter expert on formal or department projects; contribute ideas, develop solutions, balance project work with routine responsibilities, and adapt to change through learning and practice.
Research, analyze, and evaluate situations, report findings, and solve advanced problems while working independently with light supervision.
Champion Goodwill community engagement initiatives, participate in relevant volunteer opportunities, and participate in industry or knowledge groups.
Complete other job responsibilities and duties as assigned.