JOB DESCRIPTION
Job Title : Field Operations Trainer
Department : Donated Goods Retail (DGR)
Reports to : Director of Operational Excellence
Salary : 65,000-70,000 Per Year
Status : Exempt
Location : 1140 West Loop North, Houston, TX
Mission Support :
Goodwill Houston (GWH) is at the forefront of change, connecting people, and enhancing future work opportunities. We educate, train, and employ individuals facing employment barriers to foster their success. By linking individuals, families, and communities, we enhance lives and address the workforce demands of today and tomorrow. We are powered by donations and retail sales to transform lives through the power of work.
Position Summary :
Training and Development :
- Create, develop, and facilitate ongoing training to all retail associates and managers.
- Deliver in-store, hands-on training sessions on best practices for donation processing, inventory management, production and rotation of goods, merchandising, and sales.
- Lead training events and on-the-job coaching to help associates understand and implement operational procedures, processes, and standards.
- Develop and maintain comprehensive training materials, including but not limited to on-the-job training checklists (OJT), reference guides, and video resources.
- Regularly update training materials to reflect changes in processes, GWH goals, and industry trends.
Performance Monitoring and Feedback :
Observe, assess, and report on associates' performance during and after training sessions to ensure comprehension and skill development.Provide constructive feedback to associates and conduct follow-ups to support knowledge retention and continued progress.Track training effectiveness through key performance indicators (KPI), such as donation volume, sale and production goals, and customer satisfaction.Monitor and analyze performance data to identify trends and areas of improvement.Operational Support :Collaborate with store management to identify training needs, skill gaps, and opportunities for operational improvement.Assist with implementing retail systems, pricing strategies, and workflow processes designed to maximize sales revenue and streamline donation handling.Ensure the associates consistently apply GWH policies and procedures, uphold quality standards, and follow customer service guidelines.Act as a mentor by providing operational support during high-volume or critical business periods.Travel to multiple locations to deliver in-person training, support store remodels / openings / closings, and assist with associate position transitions.May participate in activities and training outside of GWH, depending on business needsPerforms other duties as assigned by Management.Additional Duties :
Demonstrate professionalism and present a friendly, cooperative attitude.Ability to multi-task, make quick decisions, adapt to change, and work in a team-oriented, fast-paced environment.Adheres to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.Must be punctual, have dependable attendance, and maintain an appropriate appearance.Must safely conduct work; maintain good housekeeping standards; have all aisles and pathways to fire exits clear and free from clutter; and keep work areas neat and clean.Adheres to all GWH policies and procedures.Minimum Job Requirements :
A bachelor's degree in business, marketing, merchandising, or a related field is preferred.Minimum of four (4) years of work experience in lieu of a degree.Five (5) years of full-time retail experience at a managerial level, including two (2) years of training experience.Excellent oral and written communication skills.Ability to communicate and interact well with a variety of personality types.Possesses excellent customer service skills.A background in retail sales with experience in merchandising, display layout, and customer service is preferred.Proven background in managing people, supervising work duties, and good people skills.Ability to work a flexible schedule, including days, evenings, weekends, and holidays.Maintain electronic communication devices and be able to navigate.Key Performance Indicators (KPI) :
GWH LMS Training Completion 95% or betterHardlines Production (Actual vs. Goal for assigned locations)Softlines Production (Actual vs. Goal for assigned locations)Sales vs. Budget (Actual vs. Budget)Operations : GWH Internal Metric Score (for assigned locations)Safety : Adhere to Safety Practices and Processes and Safety Metric Scores (for assigned locations)Physical Requirements / Work Environment :
The ability to stand, twist, bend, squat, reach, kneel, push, and pull. Able to lift up to 40 lbs. and, occasionally, lift / move items up to 100 lbs. (e.g., large bags of donations, televisions, furniture, etc.) Must be able to stand for extended periods of time.
An indoor work environment with occasional exposure to outside temperatures. The noise level in the normal work environment is usually moderate.
I understand this job description and requirements, and I am expected to complete all assigned duties. I also understand that the job functions may change, and I may be transferred to another location at the discretion of Management.
