REGIONAL SUPPORT MANAGER
About The Position
The Regional Support Manager (RSM) is a critical, field-based role responsible for temporarily managing individual store locations during periods of transition, management vacancies, performance challenges, or new store openings. The RSM is assigned to one store at a time and provides operational continuity, staff supervision, and leadership support. This role is essential in ensuring that each store maintains alignment with Goodwill's operational standards, productivity goals, and mission delivery. RSMs are also heavily involved in new store openings by supporting pre-opening production, setup, team onboarding, and process implementation. After the store opens, they remain on-site with the new management team for an assigned period to help stabilize early operations and provide mentorship. This position requires frequent travel both within and outside the assigned region and flexibility to work nights, weekends, and holidays. Uphold a positive work environment that follows Goodwill's Amazing Customer Experience (ACE) culture, Values, and Mission in everything you do and every interaction you have with co-workers, clients, customers and management.
Requirements
- High school diploma or GED required
- Minimum of 2 years of retail management experience required
- Must have a valid state driver's license and be insurable by the company's insurance carrier.
- Must have reliable transportation.
- Must be available for frequent travel, including assignments outside the home region and overnight stays.
- Minimum of 45 hours per week.
Nice To Haves
- associate or bachelor’s degree preferred
- Previous experience in relief management or new store support strongly preferred
Responsibilities
- Provide hands-on leadership and coaching to store teams, serving as acting manager when needed to ensure continuity and performance.
- Reinforce training, evaluate performance, and address staffing gaps to promote engagement, retention, and accountability.
- Provide onboarding, training, and ongoing support to new and existing team members.
- Support all phases of new store openings, including planning, merchandising, inventory setup, and customer flow.
- Remain on-site post-opening to support stabilization and ensure early success.
- Uphold and model ACE service standards and I-CARE values to ensure exceptional service to customers and donors.
- Train staff on ACE expectations and handle escalated concerns with professionalism.
- Oversee daily operations, including sales, production, and customer service, to ensure smooth, compliant, and efficient performance.
- Conduct operational assessments to monitor KPIs, SOP compliance, safety, and labor management.
- Maintain store readiness through cleanliness, proper stock rotation, signage, and merchandising standards.
- Promote a culture of safety by monitoring environments for hazards, ensuring compliance with standards, and reporting issues promptly.
- Submit detailed reports to the Regional Director with operational observations, staff feedback, and recommended actions.
- Perform any other related duties as required or assigned.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
