Retail Service and Operations Manager

Goodwill Southern California • Glendale, CA

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About The Position

Goodwill Southern California is seeking a Retail Service and Operations Manager to help lead a retail store, boutique, or attended donation center. Under the direction of the Site Manager, this role supports seamless operations, outstanding customer and donor experiences, and strong team performance while advancing the organization’s mission of transforming lives through the power of work.

The manager partners with the Site Manager to achieve goals in sales, production, customer service, payroll, safety, and expense control. The role serves as Manager-on-Duty and oversees store operations, including opening, closing, and cash management. It also leads, trains, and coaches Ambassadors; maintains safety, loss-prevention, and operational compliance; oversees merchandising and sales-floor presentation; and supports donation processing, backroom organization, production goals, and engagement initiatives.

This position requires flexible shifts, including nights, weekends, and holidays, and occasional support at nearby locations. The stated hourly rate is $20.47. Full-time positions are eligible for the listed insurance, retirement, paid time off, and tuition-reimbursement benefits.

Requirements

• 2–4 years of supervisory experience in retail or a customer-focused operations role.
• Proven ability to manage performance, drive results, and coach diverse teams.
• High school diploma or GED.
• Strong communication, problem-solving, and organizational skills.
• Experience with POS systems, Microsoft Outlook, Excel, and HRIS/timekeeping systems.

Nice To Haves

• College coursework.
• Bilingual Spanish/English.

Responsibilities

• Partner with the Site Manager to achieve store goals in sales, production, customer service, payroll, safety, and expense control.
• Act as Manager-on-Duty and oversee store operations, including opening, closing, and cash management.
• Lead, train, and coach Ambassadors to deliver exceptional customer and donor experiences that reflect the RISE values of Respect, Integrity, Service, and Excellence.
• Maintain compliance with safety, loss-prevention, and operational standards.
• Oversee merchandising, colorizing, signage, and sales-floor presentation in accordance with company guidelines.
• Support donation processing, backroom organization, and production goals.
• Assist with GATR/GADD, CRM programs, and other engagement initiatives.
• Ensure the store environment is clean, safe, and aligned with brand standards.
• Work flexible shifts, including nights, weekends, and holidays, and provide occasional support at nearby locations.

Benefits

• Discount at Goodwill SoCal retail locations.
• Discounts on dining, retail, theme parks, and movies through Goodwill Perks.
• Employee Assistance Program resources for mental and physical wellness, financial and legal needs, and career and education partners.
• Medical, dental, and vision insurance for eligible full-time positions.
• Flexible Spending Account (FSA) for eligible full-time positions.
• Life insurance for eligible full-time positions.
• 403(b) retirement plan for eligible full-time positions.
• Paid time off (PTO) for eligible full-time positions.
• Tuition reimbursement for eligible full-time positions.
• Opportunities for growth within the retail enterprise.
• Collaborative, values-based environment that recognizes and rewards excellence.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED