Retail Service and Operations Manager

Goodwill Southern California•Los Angeles, CA

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 helps ensure 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 operational and sales goals, supervises store operations as Manager-on-Duty, and leads, trains, and coaches Ambassadors. The position supports merchandising, donation processing, production, safety, loss prevention, customer engagement programs, and maintenance of a clean, safe environment aligned with brand standards. 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 for sales, production, customer service, payroll, safety, and expense control.
Serve as Manager-on-Duty, overseeing store operations including opening, closing, and cash management.
Lead, train, and coach Ambassadors to provide strong customer and donor experiences that reflect Goodwill’s RISE values.
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.
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 offering mental and physical wellness, financial and legal resources, and career and education partners.
Medical insurance for eligible full-time employees.
Dental insurance for eligible full-time employees.
Vision insurance for eligible full-time employees.
Flexible Spending Account (FSA) for eligible full-time employees.
Life insurance for eligible full-time employees.
403(b) retirement plan for eligible full-time employees.
Paid time off (PTO) for eligible full-time employees.
Tuition reimbursement for eligible full-time employees.
Opportunities for growth within the retail enterprise.
Collaborative, values-based environment that recognizes and rewards excellence.