Retail Store Manager

Our vision is that every person has the opportunity to learn, work, and thrive in all aspects of life. 

To achieve our vision, we are committed to dismantling racism and advancing equity, diversity, and inclusion so we can help people reach their fullest potential through our education, job placement, and career pathway services. We do our work with great gratitude for the community donations, purchases, and partnerships that make our mission possible. 

Position Summary: The Retail Store Manager has direct supervision of all retail supervisors and hourly staff. They are responsible for overall operation, performance, and profitability of the store – having total store supervision daily. This position leads and develops store leadership and staff, drives sales and donation performance, manages operating budgets, and ensures compliance with all company policies and procedures. The Store Manager provides strategic direction for the store, builds a culture of accountability and customer service excellence, and is responsible for achieving business objectives through effective talent management and operational execution. The Store Manager aims to achieve sales, operational, staffing, and customer experience goals while supporting the mission and values of Goodwill. 

Hourly Rate:  $32.05 - $34.72 per hour

Essential Duties and Responsibilities: The Retail Store Manager responsibilities include the following and other duties as assigned: 

Store Operations and Retail Leadership 

• Lead a complex, dual-operation retail environment consisting of a traditional thrift retail store, a high-volume outlet, and salvage operations

• Provide overall leadership and accountability for retail store, outlet, and salvage operations, ensuring achievement of sales, donation, customer service, and operational performance goals. 

• Maximize sales performance through proper rotation, display/presentation, signage, and inventory levels. 

• Ensure that quality customer service is presented and provided by employees in a timely and courteous manner to all shoppers, donors and other employees. 

• Maintain sales floor and store appearance, cleanliness and shopping/working environment. 

• Ensure the retail store maintains a clean, safe, organized, and welcoming environment that reflects company standards and enhances customer experience. 

• Manage store financial performance, including budget oversight, labor management, expense control, and achievement of established sales and profitability goals. 

• Monitor key performance indicators (KPIs), analyze operational results, and implement action plans to improve retail store performance and productivity. 

• Ensure compliance with cash handling procedures, vault access controls, register accountability, deposits, and required financial reporting. 

• Lead, coach, and develop Assistant Store Managers, Supervisors, and hourly retail support team members to build a high-performing, engaged workforce. 

• Manage employee performance through regular coaching, performance evaluations, development planning, recognition, and corrective action as needed. 

• Ensure store audits, operational reviews, and compliance standards are completed and maintained at or above established company expectations. 

• Oversee and coordinate store inventory processes, including inventory preparation, execution, reconciliation, and follow-up activities. 

• Partner with production, inventory, and new goods teams to maintain a continuous flow of merchandise that supports sales goals and customer demand. 

• Direct payroll administration, scheduling, and labor utilization to ensure accuracy, compliance, and alignment with budget expectations. 

• Ensure employee records, timekeeping, wage adjustments, reimbursements, petty cash activity, and other personnel documentation are maintained accurately and in a timely manner. 

• Oversee facility maintenance, equipment functionality, and building operations by coordinating maintenance requests and ensuring timely resolution of operational issues. 

• Delegate responsibilities appropriately and hold retail leadership team members accountable for achieving operational, financial, and customer service objectives. 

• Serve as the leader on duty and maintain overall accountability for retail store operations, including opening, closing, and emergency response procedures as required 

• Actively participate in interviewing, onboarding, and training retail employees in accordance with Goodwill's hiring guidelines and practices. 

Loss Prevention, Safety, & Asset Protection 

• Provide leadership and accountability for retail store safety, security, and risk management, ensuring compliance with company policies and regulatory requirements. 

• Promote awareness and adherence to all company policies related to asset protection, cash control, and operational compliance within the retail store environment. 

• Investigate, document, and communicate security incidents and operational concerns as appropriate. 

• Ensure Loss Prevention (LP) audits are completed and maintained at acceptable levels. 

• Verify that security and safety systems are operational, including door locks, alarms, bank deposits, refunds, vouchers, and incident reporting procedures. 

Customer Service 

• Deliver and model exceptional customer service standards for a diverse customer base. 

• Foster a positive, welcoming, and inclusive retail shopping experience for customers, donors, and employees. 

• Resolve customer concerns professionally and efficiently while maintaining a focus on customer satisfaction and relationship building. 

Qualifications/Basic Job Requirements: 

• High School diploma or general education degree (GED) 
• 5+ years of related experience in management position in a large retail environment 
• Experience with budgeting, financial analysis, workforce planning, and performance management 
• Experience managing high-volume retail operations preferred 
• Exceptional analytical, judgment, decision-making and communications skills  
• Superior coaching, leadership and interpersonal skills, including the ability to build understanding and concensus 

We Have You Covered! Benefits Offered:  

• Medical, Vision, and Dental (M/V/D) insurance coverage for employees.  

• We provide coverage for you, with a portion of the employee premium paid by Goodwill.  

• Dependent coverage is available, with the cost being the responsibility of the employee   

• Accident & Life insurance options to ensure financial protection.   

• 401(k) Retirement Plan  

• Vacation (1-4 Years: 80 hours annually)  

• 10 paid Holidays annually  

• 8 days prorated sick leave annually  

• Access to Childcare Benefits through Upwards  

• Parental leave covered by sick/vacation hours  

• All employees receive merchandise discounts  

• We strongly believe in promoting from within, and have multiple avenues for career growth  

Supervisory Responsibilities: Carries out supervisory responsibilities in accordance with the organization’s policies and applicable laws.  

Language Skills: Ability to read and interpret hard data and metrics. Ability to write creatively and articulately with an emphasis on tact and diplomacy. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization. 

Mathematical Skills: Ability to calculate figures and amounts such as: addition, subtraction, multiplication, division, percentages, and average.  Ability to apply concepts of basic algebra when working on spreadsheets. Ability to create and manage departmental budget. 

Computer Skills: To perform this job successfully, an individual should have knowledge and comfort using a computer, mouse, keyboard, 10-key, and touchscreen. Ability to move through various screens in multiple software and use web-based platforms with ease.  

Certificates, Licenses, Registrations: Valid First-Aid/ CPR card which meets OSHA and WISHA standards (may be obtained within 30 days of hire). 

Other Qualifications: Self-motivated; resourceful, creative; high integrity; problem solver; looks to resolve issues; positive can-do approach; and ability to build effective working relationships. 

Physical Demands: While performing the duties of this job, the employee is constantly required to stand, use hands to finger, handle, or feel, reach with hands and arms, and talk or hear. The employee is regularly required to walk. The employee is occasionally required to sit, climb, balance, stoop, kneel, crouch, or crawl. Will constantly lift 1-15 pounds, frequently lift 15-20 pounds, and occasionally up to 40 pounds. Specific vision abilities required by this job include close vision. 

Work Environment: While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts and fumes or airborne particles. The noise level in the work environment is usually moderate. 

Employees must be able to perform the essential functions of this position with or without reasonable accommodation.   

Goodwill gladly considers requests for accommodation and, if the requested accommodation is reasonable, will make such reasonable accommodations as will enable an otherwise qualified person with a disability to perform the essential functions of this position. 

At Goodwill we are committed to creating and sustaining a culture of equity, diversity and inclusion. We embrace our employees' differences, and believe in meeting the members of our workforce and their communities where they are. Since our doors first opened in 1921, we have been changing lives by offering a hand up, not a hand out. We invite you to join us for our next 100 years of service to our neighbors.

Our Mission is to help people reach their fullest potential through individual education, job placement and career pathway services made possible by community donations, purchases and partnerships.

At Goodwill, we welcome people with diverse backgrounds, including persons with disabilities or other disadvantages. In fact, a substantial portion of our employees have a disability and/or economic disadvantage and we strongly encourage such persons to apply.

This organization participates in E-Verify. E-Verify is a service that verifies authorization to work in the U.S. through the U.S. Department of Homeland Security (DHS) and the U.S. Department of Social Security (SSA). For further information on E-Verify contact DHS at 1-888-464-4218.