Retail Service and Operations Manager
About The Position
Goodwill Southern California is seeking a Retail Service & Operations Manager to help lead one of our retail stores, boutiques, or attended donation centers. Under the direction of the Site Manager, this role ensures seamless operations, outstanding customer and donor experiences, and strong team performance — all while advancing our mission of Transforming Lives Through the Power of Work. What You'll Do: Partner with the Site Manager to achieve store goals in sales, production, customer service, payroll, safety, and expense control. Act as Manager-on-Duty, overseeing store operations including opening, closing, and cash management. Lead, train, and coach Ambassadors to deliver exceptional customer and donor experiences that reflect our RISE values (Respect, Integrity, Service, Excellence). Maintain compliance with safety, loss prevention, and operational standards. Oversee merchandising, colorizing, signage, and sales floor presentation to meet 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 nearby location support.
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 required
- Strong communication, problem-solving, and organizational skills.
- Experience with POS systems, Microsoft Outlook, Excel, and HRIS/timekeeping systems.
Nice To Haves
- College coursework preferred.
- Bilingual (Spanish/English) preferred.
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, overseeing store operations including opening, closing, and cash management.
- Lead, train, and coach Ambassadors to deliver exceptional customer and donor experiences that reflect our RISE values (Respect, Integrity, Service, Excellence).
- Maintain compliance with safety, loss prevention, and operational standards.
- Oversee merchandising, colorizing, signage, and sales floor presentation to meet 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 nearby location support.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
