Outlet Store Manager

Goodwill Industries of Middle Tennessee•Nashville, TN

1d•Onsite

About The Position

The Outlet Store Manager is responsible for leading the daily operations of the Goodwill Outlet location, including team leadership, product flow, table rotation, customer service, donation handling, safety, expense control, and overall site performance. This role ensures donated goods move efficiently through the outlet process while maintaining a safe, organized, productive, and customer-focused environment. The Outlet Store Manager leads a fast-paced, high-volume operation where team members are expected to meet daily production, safety, labor, customer service, and operational goals. This role uses key performance indicators (KPIs), scorecard results, and on-floor leadership to drive accountability, remove barriers, improve performance, and ensure the outlet meets budget and operational expectations. Guided by our mission of Changing Lives through Education, Training, and Employment, the Outlet Store Manager builds a positive, values-centered workplace grounded in Teamwork, Respect, Uprightness, and Empowerment.

Requirements

High School Diploma or equivalent required.
Three to four years of operations leadership experience in retail, outlet, warehouse, production, logistics, or similar high-volume environments required.
Prior supervisory or management experience required.
Experience leading teams in a fast-paced, physical, production-focused environment required.
Excellent oral and written communication skills.
Strong leadership, coaching, scheduling, accountability, and performance management skills.
Strong organizational skills with the ability to manage multiple priorities and maintain accuracy in a fast-paced, high-volume environment.
Strong understanding of production flow, product movement, table rotation, donation handling, safety practices, labor management, and customer service.
Ability to read reports, track goals, identify issues, and make quick operating decisions.
Ability to manage labor, expenses, daily quotas, productivity goals, and operational scorecard results.
Ability to lead and motivate a diverse team while promoting a positive, inclusive work culture grounded in our Mission and TRUE Core Values.
Ability to support strong customer and donor service, ensuring safe, friendly, and efficient interactions.
Ability to interpret and meet production metrics, KPIs, labor goals, safety expectations, and performance goals.
Ability to learn and apply new processes, systems, equipment, and operational procedures.
Strong safety awareness with the ability to enforce safe work practices.
Working knowledge of basic computer applications, including Outlook, Word, Excel, scheduling tools, reporting systems, and POS or cash handling systems.
Ability to operate equipment used in outlet operations, including pallet jacks, carts, tables, and related material handling equipment.
Ability to operate a forklift, if required by location. Must obtain forklift certification. Training and certification are provided by the organization.

Nice To Haves

Associate’s degree in business, Retail Management, Operations, Logistics, Supply Chain, or a related field preferred.
Experience managing daily production goals, labor, safety expectations, customer service standards, and operational performance preferred.
Prior Goodwill, thrift, outlet, warehouse, nonprofit, or mission-based organization experience preferred.
Experience managing daily production quotas, scorecard goals, labor, budget, and expense control preferred.
Associate’s degree in business, Logistics, Supply Chain, Retail Management, or a related field; or five (5) years of supervisory experience in retail, warehouse, logistics, or production environments.
Prior retail, nonprofit, or mission‑based organization experience preferred.
Experience supporting or working alongside eCommerce operations is a plus.
Bilingual language skills.

Responsibilities

Lead daily outlet operations and keep the facility running safely, efficiently, and on pace.
Manage product flow through the outlet, including sorting, staging, quality control, table rotation, furniture movement, and outlet floor replenishment.
Ensure tables are rotated safely, consistently, and on schedule to support customer traffic, product availability, and outlet performance.
Maintain awareness of sales floor conditions, customer flow, product availability, and operational needs throughout the day.
Support donation acceptance and ensure donated goods are handled with care and moved efficiently through the outlet process.
Maintain a clean, organized, safe, and customer-ready outlet environment.
Ensure cashiering, cash handling, housekeeping, donation acceptance, and customer service standards are followed consistently.
Step in as needed to remove barriers and keep operations moving.
Lead daily outlet huddles to review production goals, safety priorities, staffing coverage, table rotation needs, customer flow, and operational readiness.
Set clear daily expectations for production, safety, customer service, housekeeping, and operational execution.
Monitor daily quotas, productivity goals, labor usage, operating expenses, safety results, and customer service expectations.
Hold the team accountable to key outlet performance indicators, including production, labor efficiency, safety, customer service, table rotation pace, cleanliness, and operational standards.
Track and report operational performance, safety concerns, staffing issues, and facility needs.
Ensure outlet performance meets budget, scorecard, productivity, labor, and operating plan expectations.
Drive operational excellence by identifying performance gaps quickly and leading corrective actions and continuous improvement efforts.
Reinforce expectations through consistent follow-up, real-time coaching, recognition, and accountability.
Directly supervise, train, schedule, coach, and evaluate outlet team members and leaders.
Conduct training, performance feedback, corrective action, and development planning in alignment with HR policies.
Build a positive, inclusive team culture that fosters accountability, engagement, safety, and retention.
Support cross-training to ensure operational coverage across cashiering, production support, table movement, donation areas, customer service, and facility needs.
Lead with urgency, fairness, consistency, and professionalism.
Model Goodwill’s mission and values in daily decisions and team leadership.
Ensure adherence to all company policies, procedures, safety guidelines, and operational standards across outlet operations and customer-facing areas.
Ensure team members follow safety procedures when moving tables, furniture, equipment, carts, and donated goods.
Monitor outlet execution to ensure safe and consistent practices related to table rotation, product movement, cashiering, cash handling, customer transactions, and donation acceptance.
Reinforce safe and compliant practices in sales floor areas, production areas, donation areas, checkout areas, and high-traffic customer zones.
Support asset protection efforts by maintaining strong situational awareness, addressing risk behaviors promptly, and coaching team members on proper procedures.
Address customer, donor, supplier, and team member concerns in a direct and professional way.
Partner with operations leadership and support teams to address compliance concerns, audit findings, safety concerns, and corrective action plans in a timely and effective manner.
Serve as the primary leader for the Outlet location, ensuring daily execution aligns with operational, financial, safety, and mission goals.
Provide on-floor leadership that models professionalism, accountability, safety, and operational excellence.
Partner with operations leadership, transportation, warehouse, retail, and support teams to meet operating plan, budget, scorecard, productivity, safety, and customer service expectations.
Maintain strong communication with transportation, warehouse, retail, and other operational partners as needed.
Participate in audits, projects, and initiatives that strengthen outlet performance.
Maintain a flexible schedule, including evenings, weekends, and holidays.
Perform other duties as needed to support outlet operations, operational effectiveness, and leadership priorities.