Retail Service and Operations Manager

Goodwill Southern California • Sherman Oaks, CA

6d • $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, the role supports seamless operations, strong team performance, and excellent customer and donor experiences while advancing the organization’s mission of Transforming Lives Through the Power of Work.

The manager partners with the Site Manager to meet store goals and serves as Manager-on-Duty. The role includes leading and coaching Ambassadors, maintaining operational and safety standards, overseeing merchandising and donation processing, and supporting customer engagement programs. Flexible shifts may include nights, weekends, holidays, and occasional support at nearby locations.

Requirements

• 2–4 years of supervisory experience in retail or a customer-focused operations role.
• 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 goals in 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 strong customer and donor experiences aligned 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 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, holidays, and occasional support at nearby locations.

Benefits

• Discounts at Goodwill SoCal retail locations.
• Goodwill Perks discounts on dining, retail, theme parks, and movies.
• Employee Assistance Program offering 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.

What This Job Offers

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