Regional Operations Director

Overflow Thrift Store•Ames, IA

About The Position

Overflow Thrift Store is a multi-site, faith-based social enterprise that cares for people in need by recycling and reselling clean, affordable goods. The Regional Operations Director (ROD) directly leads Store Directors and the Volunteer Coordinator to support successful in-store retail operations. The ROD also supports the senior leadership team with organizational growth and community relations initiatives as needed. As a member of Overflow’s senior leadership team, the ROD helps steward the organization’s Mission, Core Values, Statement of Beliefs, and Brand internally and externally. The role is expected to uphold Overflow’s Statement of Beliefs in principle, professional conduct, and personal practice. Overflow staff are expected to maintain a positive, solution-oriented attitude in a flexible, physically active, fast-paced, growth-oriented environment. Work is performed primarily in a retail thrift store environment, with exposure to varying temperatures in donation processing, storage, warehouse, and receiving areas; dust, odors, and donated items of varying condition; and changing weather conditions. The role involves frequent climbing, stooping, kneeling, crouching, walking, reaching, talking, hearing, grasping, finger dexterity, and repetitive motions. It requires lifting up to 30 pounds and occasionally lifting 60 pounds with a team, as well as exerting up to 10 pounds of force continuously and up to 50 pounds infrequently. The position is sitting approximately 10 percent, standing 40 percent, and walking 50 percent of the time. Vision requirements include close, distance, color, and peripheral vision, depth perception, and the ability to adjust focus.

Responsibilities

Oversee retail stores and support Store Directors in meeting established sales targets; coordinate with the Senior Operations Director to ensure adequate coverage across stores.
Support day-to-day store operations as needed and provide back-up during Store Director and Senior Operations Director absences.
Conduct store audits covering donations, processing, pricing, purging, customer and donor experience, retail space, merchandising, cash management, and staff communications; support problem-solving and improvements.
Lead appreciation efforts for Store Directors and assist with appreciation efforts for store staff and volunteers.
Set agendas for and lead weekly Director meetings and quarterly all-team meetings in collaboration with the Chief Executive Officer and Senior Operations Director.
Ensure outstanding customer and donor service across the enterprise and address escalated issues.
Support the marketing team with promotional events, materials, collateral, and videos.
Ensure consistent and accurate implementation of organizational Operating Standards documented in the Operations Manual, Best Practices, Pricing Manual, and other operations documents.
Complete annual updates to the Pricing Manual, maintain the in-store merchandise purge calendar, and communicate it to staff.
Conduct regular Operating Standards compliance audits and lead improvement processes as needed.
Escalate issues to the Senior Operations Director and other leaders as needed.
Oversee hiring for direct reports and lead hiring for store operations, including candidate interviews and communication.
Collaborate with Store Directors to set and achieve staffing goals; audit staffing against sales demand and donation volume and support improvements and adjustments.
Support direct reports with human resources issues, address escalated matters, and assist Store Directors with onboarding and training new staff.
Coach and mentor direct reports.
Develop and implement a store staff training program in collaboration with senior leaders, particularly for in-store operations.
Lead volunteer relations, recruitment, and onboarding through the Volunteer Coordinator; provide day-to-day leadership for the coordinator.
Lead volunteer appreciation efforts and serve as an ambassador to volunteers, fostering appreciation and supporting their contribution to the mission.
Support direct reports with volunteer communications, appreciation events, and dispute resolution as needed.
Assist Overflow leadership in pursuing development and partnership opportunities.
Represent Overflow in community outreach activities as assigned.
Perform other duties as assigned.