Lead Donation Attendant, Retail Donation Center

Goodwill of Central and Northern Arizona

8d•Hybrid

About The Position

This role is responsible for making day-to-day operational decisions within their assigned area, ensuring Team Members are equipped to provide excellent service, and supporting the onboarding and training of new Team Members. The Lead Donation Attendant supports the daily operations of the Retail Donation Center (RDC), including managing Team Member and donor needs, site maintenance, product management, loss prevention, and adherence to operational standards. They ensure assigned locations are clean, safe, and reflective of company standards, and identify opportunities for process improvement and cost savings. This role also supports the de-escalation of customer situations and collaborates with various internal departments to achieve overall goals. Additionally, they play an active role in company culture initiatives and maintain regular attendance to provide hands-on support across assigned locations. The position models and reinforces Core Values: Trust, Collaboration, Engagement, Ownership, and Innovation, and supports donation accuracy through daily counts, audits, and reporting.

Requirements

High School education or equivalent work experience
6 months customer service experience
Strong communication skills, both written and verbal
Ability to be trained and take direction
Must be at least 18 years of age or older
Ability to speak and read English proficiently
Valid Arizona drivers' license and clean MVR
Ability to pass a background check and drug screen, where applicable for position

Responsibilities

Makes routine day-to-day operational decisions within the assigned area of responsibility, adjusts priorities as needed to support business goals and operational effectiveness, and communicates significant issues, trends, and recommended follow-up to managers.
Helps ensure Team Members are equipped to provide excellent service and a consistent, positive experience across all assigned operations.
Travels between locations as needed to support business needs, provide training and onboarding support, maintain internal partnerships, and ensure consistent execution of operational programs and procedures.
Supports effective onboarding and training of Team Members by ensuring they receive the appropriate resources, guidance, mentorship, and hands-on support needed to perform their duties in accordance with company standards and procedures.
Supports day-to-day RDC operations, including Team Member and donor needs, site coverage, premises maintenance, product management, loss prevention, and adherence to overall operational standards.
Ensures assigned locations are clean, well-kept, safe, secure, and reflective of company and brand standards.
Identifies opportunities for process improvement and cost savings by evaluating current procedures, sharing best practices, supporting implementation of improvements, and helping Team Members effectively utilize tools, systems, and automation.
Supports the de-escalation and resolution of customer situations by providing guidance, and appropriate follow-up, involving upper management when necessary.
Collaborates with Transportation and other internal departments, including Retail, Home Pickup, Finance, HR, and Learning & Development, to support training, communication, reporting, and overall department goals.
Supports Team Member development through ongoing training, onboarding, knowledge reinforcement, performance feedback, and identification of additional development opportunities. Provides accurate documentation and reporting to support management decisions when needed.
Plays an active role in company culture initiatives and change management by communicating changes effectively, reinforcing expectations, supporting Team Members through transitions, and helping ensure consistent adoption of new processes and procedures.
Maintains regular and consistent in-person attendance to provide hands-on operational, training, and onboarding support across assigned locations.
Models and reinforces Core Values: Trust, Collaboration, Engagement, Ownership, and Innovation.
Supports donation accuracy by entering donation counts daily, completing routine audits, identifying discrepancies, and providing accurate reporting to support operational accountability and manager follow-up when needed.
Performs other related duties as assigned.