The Clearance Center Operations Manager is responsible for the efficient operation of a Clearance Center, with accountability for the operations functions. The Operations Manager leads the team to achieve established goals for sales, production, customer service, payroll, safety and expense control and closely collaborates with Site Manager to achieve standards and goals. Goodwill Southern California greatly values our employees’ health and well-being.
Essential Duties & Responsibilities
- Performs manager on duty activities as assigned by Site Manager. Including opening and closing, managerial operations of a cash register; trains, leads and encourages Ambassadors to meet goals, providing training and guidance while maintaining established company standard operating procedures (SOP).
- Provide excellent service, engages with each Ambassador, customer and donor, while presenting a friendly and cooperative attitude. Role models, communicates and coaches our Mission and RISE (Respect, Integrity, Service and Integrity) Values to our Ambassadors, customers and donors.
- Ensure a safe work environment by maintaining a clean and safe environment by following all established company standard operating policies and procedures and exercises caution in work related activities.
- Adheres, coaches and trains Ambassadors on de-escalation practices regarding the public and proper procedures for loss prevention situations.
- Identifies and communicates concerns, contacting the District Manager for guidance when the Site Manager is not available.
- Supervisory responsibilities include; training Ambassadors; planning, assigning, scheduling and directing work; providing input on performance appraisals; recognizing, developing Ambassadors; addressing complaints and resolving problems. Follows up on all assigned projects. Gives corrective feedback under direction of the Site Manager.
- Monitors and maintains salesfloor, production area, structural, electrical, store equipment, landscaping, housekeeping, loss prevention and safety to company standards.
- Operations: Trains, audits and coaches Ambassadors to process MUTS to meet quantity, quality and key performance Indicator (KPI) business goals, following established SOPs and guidelines. Trains, audits and coaches Ambassadors on Give at the Register (GATR), Customer Relationship Marketing (CRM), promoting sales and programs, customer excellence to meet goals and established SOPs and guidelines.
- Ambassador Centered Activities: Conducts initial interview and assists with selection. Partners with the Site Manager to coach and counsel, draft weekly schedules, review timesheet, assist with terminations. Ensures breakroom and offices meet company standards and all required postings are up and current.
- Compliance: Assists with audits including Health and Safety, Loss Prevention and Store Audits are completed and issues corrected. Completes work orders and manages Hazmat. Trains Ambassadors on de-escalating procedures. Reviews and facilitates training on company SOPs ensuring compliance in all areas including Safety, Salesfloor, Warehouse, Parking Lot, Kaizen and Merchandising. Assits with posting and sharing daily business results.
- Work flexible shifts; including nights, weekends, holidays and overtime when needed. May be required to work at a nearby location.
- Assists in the Truck Swap process and performs necessary cleaning and janitorial work.
- Attends meetings and training as required. If required to drive for a work event, you must have a valid CDL and required auto insurance.
- This job supervises 5-10 ambassadors when acting as manager-on-duty.
Education & Experience
- 1-3 years of supervisory experience in a customer focused management role.
- High school diploma or general education degree (GED) required. College degree helpful.
- Ability to multitask projects of varying scope and complexity with minimum supervision.
- Ability to share Goodwill’s purpose with the public and ask for monetary donations and customer/donor information.
- Bilingual in Spanish helpful.
- Must be proficient in using computers and other technology necessary to complete the activities assigned.
- Must be proficient in Microsoft Outlook, completing surveys using electronic platforms in order to complete daily tasks.
- Strong Communication, training, developing and people skills.
- Demonstrated success with process accountability and multi-tasking.
- Ability to handle confidential information.
- Punctual and dependable attendance.
- Free from alcohol and drug abuse.
- Understands the basic philosophy of Goodwill and participates fully in carrying out its mission.
- Adheres to Goodwill’s values of Respect, Integrity, Service, & Excellence.
Computer Skills
- Time and Attendance systems
- Microsoft Words, Excel and Outlook
- Some HRIS experience helpful
- POS system
- Personal computers
- Microsoft Outlook
- Daily usage of technology and tracking applications to complete tasks
Pre-Employment Testing
- Drug Screen
- Background Check
- Employment Verification
