Director of Operations

Description

General Summary:  

Oversees the leadership and the direction of Goodwill’s Retail Operations to meet revenue and margin goals to support strategic initiatives. Coaches and develops retail management in all areas of operations, including sales, margin, optimization, customer service, employee performance and asset protection.   

Supervisory responsibilities:

• Interviews, hires and on-boards Retail Managers.  
• Oversees the workflow and outcomes of Retail Operations. 
• Provides constructive and timely performance evaluations and support of learning goals.  
• Handles discipline and termination of employees in accordance with company policy. 

Principal Duties & Responsibilities:

• Coach and develops Retail Managers to understand and make sound business decisions, drive for results and build and develop their team.  
• Empowers Retail Managers to ensure they have ownership of their operation. 
• Develop and implements annual budgets. Regularly evaluating performance against those objectives and providing insight on how to meet goals.  
• Drives brand initiative implementation collaborating with Marketing and the Customer Experience Manager on customer service, product, and merchandising expectations.    
• Audits stores compliance of Goodwill policies and procedures and one touch standards for best in class service, fresh and full store, quality production levels, safe and clean environment. 
• Oversee retail development working with Regional Managers to identify the current pipeline of talent at all levels, succession plan, Leadership Track and Learning Goals progress.   
• Collaborates with HR to enhance employee engagement, provide effective performance management and reduce employee turnover. 
• Partners with Director of Real Estate on facilities management including maintenance issues, remodels, new stores and attended donation centers. 
• Works with Director of Asset Protection on proactive strategies for safety and loss prevention.  
• Monitor supply chain in collaboration Transportation and Aftermarkets Manager to determine logistics, costs and product inventory.  
• Maximizes donation value and provides appropriate product distribution to sustain revenue stream from Ecommerce, Aftermarkets and Stores. 
• Promote Goodwill organization within the community to enhance its public image and obtain public support for achievement of its mission.  
• Review, update and write retail policy and procedures as needed.  
• Reinforces process improvement practices that improve efficiency and profitability.  
• Evaluates retail sales trends and directs growth in existing markets by striving to improve the dollar revenue per square foot, average sales amount and number of items per transaction. Prepares retail reports and analysis as requested.  
• Consistently perform all duties within the framework of our Core Values. 

Requirements

Knowledge, Skills & Abilities Required:

• Strong communication skills to negotiation, influence and build consensus when interface with all levels of Goodwill employees, internal and external customers, vendors and agencies.
• Excellent financial management skills to gather, analyze, project and communicate sales and production information in verbal, written or automated basis.
• Knowledge of retail operations and ability to provide a high level of customer service utilizing a very productive labor model.
• Ability to exercise independent judgment and decision-making skills and inspire decision-making by others. Ability to work in fast paced environment. Strong conceptual thinker with pragmatic approach to driving day-to-day operations. Collaborative style and approach.
• Valid driver’s license, good driving record and proof of insurance

Travel Required:

• Up to 75% to Goodwill locations. 

Required education and/or work experience:

• Bachelor’s degree with 5 years of experience or comparable 10 years of related experience. MBA preferred.  
• Three plus years of multi-unit retail management experience including leading new store openings.

Equal Employment Opportunity Employer:

Goodwill of South Central of Wisconsin provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.