REGIONAL SUPPORT MANAGER
About The Position
The Regional Support Manager (RSM) is a field-based role responsible for temporarily managing individual store locations during transitions, management vacancies, performance challenges, and new store openings. Assigned to one store at a time, the RSM provides operational continuity, staff supervision, and leadership support while ensuring alignment with Goodwill's operational standards, productivity goals, and mission. The role supports new store openings through pre-opening production, setup, team onboarding, and process implementation, and remains on-site after opening to help stabilize operations and mentor the new management team. The RSM upholds Goodwill's Amazing Customer Experience (ACE) culture, Values, and Mission in interactions with coworkers, clients, customers, and management. The position requires frequent travel within and outside the assigned region, overnight stays, and flexible availability for evenings, weekends, and holidays. It requires a minimum of 45 hours per week and attendance at retail management meetings and organizational training as required.
Requirements
- High school diploma or GED.
- At least 2 years of retail management experience.
- Strong ability to influence, coach, and lead others under varying conditions.
- Clear, professional verbal and written communication skills; report writing is required.
- Ability to adjust quickly to different environments and manage through change.
- Ability to use observations and data to assess performance and identify solutions.
- Ability to independently manage operations and resolve issues based on policy.
- Valid state driver's license and ability to be insured by the company's insurance carrier.
- Reliable transportation.
- Availability for frequent travel, including assignments outside the home region and overnight stays.
- Flexible availability, including evenings, weekends, and holidays.
- Ability to work a minimum of 45 hours per week.
- Ability to lift up to 50 pounds and perform physical retail duties.
- Ability to frequently stand, walk, bend, and reach.
Nice To Haves
- Associate or bachelor's degree.
- Previous experience in relief management or new store support.
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 after store openings to support stabilization and early success.
- Model ACE service standards and I-CARE values to provide exceptional service to customers and donors.
- Train staff on ACE expectations and handle escalated concerns professionally.
- Oversee daily operations, including sales, production, and customer service, to ensure smooth, compliant, and efficient performance.
- Conduct operational assessments of key performance indicators, standard operating procedure compliance, safety, and labor management.
- Maintain store readiness through cleanliness, proper stock rotation, signage, and merchandising standards.
- Promote workplace safety by monitoring for hazards, ensuring compliance with standards, and promptly reporting issues.
- Submit weekly reports to the Regional Director with operational observations, staff feedback, and recommended actions.
- Perform other related duties as required or assigned.
- Attend retail management meetings and organizational training as required.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
