Retail Service and Operations Manager
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, excellent customer and donor experiences, and strong team performance while advancing Goodwill’s mission of Transforming Lives Through the Power of Work. The manager partners with the Site Manager to meet goals for sales, production, customer service, payroll, safety, and expense control. As Manager-on-Duty, the role oversees store operations, including opening, closing, and cash management. It also leads and develops Ambassadors, maintains safety and operational compliance, oversees merchandising and sales-floor presentation, and supports donation processing and production goals. The position may provide support at nearby locations and requires flexible shifts, including nights, weekends, and holidays.
Requirements
- 2–4 years of supervisory experience in retail or a customer-focused operations role.
- Demonstrated 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 provide excellent customer and donor experiences consistent with RISE values: Respect, Integrity, Service, and Excellence.
- Maintain compliance with safety, loss prevention, and operational standards.
- Oversee merchandising, colorizing, signage, and sales-floor presentation according to company guidelines.
- Support donation processing, backroom organization, and production goals.
- Assist with GATR/GADD, CRM programs, and other engagement initiatives.
- Keep the store 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 offering mental and physical wellness resources, financial and legal resources, 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
