Retail Assistant Store Manager - Backroom Operations

Goodwill Industries of Middle Tennessee•Franklin, TN

About The Position

The Retail Assistant Store Manager – Backroom Operations provides leadership and direction for backroom operations, including donation stewardship, processing, inventory management, quality control, and production workflow. The role is accountable for operational excellence, ensuring donated goods are handled with care and efficiently prepared to support sales-floor needs. Using key performance indicators (KPIs), the manager aligns backroom output with inventory needs, quality standards, and store performance so the right products reach the sales floor at the right time. Through hands-on, on-floor leadership, the role sets the pace, reinforces quality and safety expectations, and drives consistent execution of efficient workflows. The manager directly supervises, coaches, and develops backroom team members and Leads, and works as a member of the store leadership team to support store goals and operational continuity. The work is guided by Goodwill’s mission of Changing Lives through Education, Training, and Employment and its TRUE Core Values: Teamwork, Respect, Uprightness, and Empowerment.

Requirements

High school diploma or equivalent required.
Two to three years of supervisory or lead experience in production, warehouse, retail, or logistics environments required.
Excellent oral and written communication skills.
Strong leadership, coaching, and people-management skills.
Strong organizational skills and the ability to manage multiple priorities and maintain accuracy in a fast-paced environment.
Knowledge of production, inventory, and quality-control processes, including the ability to compile, interpret, and analyze operational data for reporting and continuous improvement.
Ability to learn and apply new processes, systems, equipment, and operational procedures.
Ability to lead and motivate a diverse team and promote a positive, inclusive work culture grounded in the organization’s mission and TRUE Core Values.
Ability to provide safe, friendly, and efficient donor service at the Donor Door.
Ability to interpret and meet production metrics, KPIs, and performance goals.
Ability to identify quality standards, classify goods accurately, and ensure compliance with CPSC and public-protection requirements.
Working knowledge of basic computer applications, including Outlook, Word, Excel, and online product research.
Ability to operate a forklift; forklift certification must be obtained. Training and certification are provided by the organization.
Reliable transportation to perform job duties, including travel to other Goodwill locations and/or making bank deposits as needed.
Valid driver’s license required.

Nice To Haves

Associate’s degree in business, logistics, supply chain, retail management, or a related field.
Four years of supervisory experience in retail, warehouse, logistics, or production environments.
Experience in fast-paced, high-volume operations.
Prior experience in retail, a nonprofit, or a mission-based organization.
Experience supporting or working alongside eCommerce operations.
Previous experience training, coaching, or developing staff.
Bilingual language skills.

Responsibilities

Oversee daily backroom operations, including ownership of the donor door, and maintain a clean, organized, mission-aligned environment.
Ensure smooth workflow from donor-door intake through sorting, processing, and placement on the sales floor.
Manage production flow, quality control, inventory movement, and trailer readiness.
Ensure items are accurately priced and placed on the sales floor at the right time.
Align production output with sales performance and inventory needs.
Maximize the value of donations through efficient processing and strong donor stewardship.
Provide friendly, efficient, and respectful service to donors at the donor door.
Identify and route items that meet online standards to support eCommerce.
Plan, schedule, assign, and direct team work, adjusting as needed to meet sales, service, production, labor-efficiency, and profit objectives.
Lead daily production huddles to review performance, identify gaps, and set priorities.
Hold the team accountable to production, yield, sell-through, quality, and quota KPIs.
Maintain accurate reporting and ensure performance metrics are visible and actionable.
Address performance gaps promptly and lead continuous improvement efforts.
Ensure store performance meets financial targets and metrics established in annual and quarterly operating plans.
Reinforce expectations through follow-up and coaching.
Directly supervise, coach, and develop backroom team members and Leads.
Conduct training, performance feedback, corrective action, and development planning in alignment with HR policies.
Build a positive, inclusive team culture that supports accountability, engagement, and retention.
Support cross-training to ensure operational coverage and business continuity.
Ensure adherence to policies, procedures, and operational standards.
Monitor donation intake and production for accuracy, quality, and compliance.
Support loss prevention by maintaining awareness and promptly addressing concerns.
Collaborate across functions as a member of the store leadership team to meet store goals.
Provide on-floor leadership that models professionalism, accountability, and operational excellence.
Support operational continuity during staffing or business needs.
Participate in audits, projects, and initiatives that strengthen store performance.
Maintain a flexible schedule, including evenings, weekends, and holidays.
Perform other duties as needed to support store operations, operational effectiveness, and leadership priorities.