Operations Support Manager

Goodwill Industries of Middle Tennessee•Nashville, TN

20h•Onsite

About The Position

The Operations Support Manager is an enterprise-level operational leader responsible for driving consistency, efficiency, and performance across Donated Goods Retail locations. This role leverages data, field insights, and cross-functional partnerships to standardize processes, improve execution, and optimize donated goods flow in support of revenue growth and mission impact. In partnership with DGR leadership and field teams, this role establishes and maintains operational standards, tools, and best practices that enable scalable, high-performing store operations across the retail network. Success is measured by improved operational performance, strong adoption of standards, and reduced variability in execution—aligned with Goodwill’s mission of Changing Lives through Education, Training, and Employment.

Requirements

High School Diploma or equivalent.
3 years of operations/retail operations experience required, including hands-on process improvement and operational execution; multi-location or enterprise-level support experience preferred.
Previous experience training, coaching, or developing staff strongly preferred.
Ability to manage multiple, high priority operational initiatives while meeting deadlines in a fast‑paced environment.
Strong analytical, problem-solving, and financial skills with the ability to turn data into practical, store‑level improvements.
Proven ability to lead change and influence leaders and teams at all levels of the organization.
Excellent written, verbal, and facilitation skills, including leading meetings and training.
Ability to work independently, prioritize effectively, and adapt to shifting schedules and travel demands.
Proficiency in Microsoft Excel and working knowledge of Outlook, Word, Teams, and PowerPoint; Visio experience is a plus.
Strong operational judgment with the ability to balance standardization, efficiency, and practical store realities.
Ability to travel regularly and work directly in store environments to validate execution and drive accountability.

Nice To Haves

Associate’s degree in business, Logistics, Supply Chain, Management, Retail Operations, or a related field preferred.
Associate’s degree in business, Logistics, Supply Chain, Retail Management, or a related field; or equivalent combination of education and operational experience supporting multi‑location environments.
Previous nonprofit or mission-based organization experience preferred.
Bilingual English/Spanish is a plus.

Responsibilities

Analyze operational and performance data to prioritize improvement opportunities, inform store-level planning, and drive consistent execution.
Identify trends and root causes impacting customer experience, merchandising effectiveness, productivity, and donated goods flow.
Establish, track, and report KPIs related to store readiness, operational execution, and performance improvement.
Drive innovation and continuous improvement by identifying, piloting, and scaling tools, processes, and best practices that improve productivity, donated goods flow, and the customer experience.
Develop and maintain operational training materials, tools, and reference resources to support consistency across locations.
Influence execution through partnership, coaching, and data-driven recommendations without direct authority.
Establish, document, and maintain standardized store layouts, backroom configurations, and operating best practices across all locations.
Support remodels and reflows by creating and updating layout plans (including Visio), coordinating fixtures/signage/equipment, and partnering with vendors/contractors to execute to standard.
Standardize and improve donated goods processing and backroom workflows to optimize space utilization, throughput, safety, and team effectiveness.
Maintain Donated Goods policies, procedures, and standard operating practices to drive clarity, consistency, and compliance.
Validate adherence to standard work for sales floor presentation, cleanliness, safety, pricing accuracy, and customer-facing processes.
Coach store leaders and teams on operational expectations and best practices; recommend corrective actions to close execution gaps.
Conduct regular store visits and operational reviews to monitor adoption of new processes and sustain standard work.
Manage ordering, inventory, and distribution of operating supplies to support front-end operations, merchandising standards, and donated goods processing.
Coordinate supply chain needs with inventory control to maintain appropriate stock levels and minimize outages.
Analyze supply usage trends to forecast demand, control costs, and improve efficiency.
Purchase and manage operational equipment and vendor relationships to support pricing, service levels, and equipment standards.
Support standardization of fixtures and equipment across locations.
Manage budgets for the purchasing department, preparing cost estimates and conducting scenario analysis to support planning and cost-control decisions.
Lead operational readiness planning for new store openings and expansions, including layouts, workflows, fixtures/signage, supplies, systems, and training alignment.
Partner with cross-functional teams and vendors to execute opening plans to enterprise standards and timelines.
Validate execution post-opening and partner with store leadership to stabilize operations, address gaps, and capture lessons learned.
Perform other duties as needed to support store operations.