Retail Service and Operations Manager

Goodwill Southern California • Santa Monica, CA

9d • $20

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 helps ensure smooth operations, strong team performance, and excellent customer and donor experiences while supporting Goodwill’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. As Manager-on-Duty, the role oversees store operations, including opening, closing, and cash management. The manager leads, trains, and coaches Ambassadors; maintains operational, safety, and loss-prevention standards; and supports merchandising, donation processing, backroom organization, and production goals. The role also supports customer engagement initiatives and helps maintain a clean, safe environment consistent with brand standards. Flexible shifts, including nights, weekends, and holidays, and occasional support at nearby locations are required.

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 for sales, production, customer service, payroll, safety, and expense control.
• Serve as Manager-on-Duty and oversee store operations, including opening, closing, and cash management.
• Lead, train, and coach Ambassadors to deliver excellent customer and donor experiences reflecting RISE values: 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

• Discounts at Goodwill SoCal retail locations.
• Discounts on dining, retail, theme parks, and movies through Goodwill Perks.
• Employee Assistance Program with mental and physical wellness, 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.

What This Job Offers

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