Vice President of Donated Retail Goods Operations

Description

How this Role Supports our Mission of Elevating People by Eliminating Barriers to Employment

While receiving leadership support from the President & CEO, the Vice President of Donated Goods Retail (DGR) Operations will advance our mission by for overseeing and optimizing the day-to-day operations of our DGR operations. This role is key to driving our organization’s DGR strategy, enhancing operational efficiency, elevating the donor and customer experience, and ensuring financial performance. The Vice President of DGR Operations will collaborate with other departments, manage a high-performing team, and implement best practices to support the organization’s growth objectives. This position ensures all activities are performed in a manner consistent with the mission, vision, values and brand of Goodwill NCW. 

Key Responsibilities

• Develop and execute the DGR operations strategy, including maximizing the donation through all channels in alignment with our strategic objectives. Set goals for the retail division, including sales, profitability, customer satisfaction, and employee engagement. Lead change management initiatives to ensure smooth transitions with new technologies, processes, or organizational structures.
• Oversee the operations of all retail and post retail locations, ensuring consistent execution of organizational policies, procedures, and standards. Provide predictable and stable operational processes to teach and train team members so operational standards are known and followed. Monitor key performance indicators (KPIs) for each area of performance, including sales, inventory management, labor costs, and customer satisfaction. Ensure efficient supply chain management, inventory control, and seamless product replenishment. Optimize store layouts, merchandising, and displays to enhance product visibility and customer engagement.
• Build and lead a high-performing team of DGR leaders and operational team members. Provide coaching, training, and development opportunities to enhance team performance and career growth. Foster a positive, inclusive, and donor/customer-centric culture that aligns with our mission and values.
• Drive a superior donor and customer experience across all locations by ensuring exceptional service standards are consistently met. Implement strategies to enhance customer loyalty, including personalized services and promotions. Analyze customer feedback and DGR data to identify opportunities for improvement in service delivery and product offerings.
• Develop and manage the DGR operations budget, ensuring cost-effective operations while maintaining high standards of service. Analyze financial reports and take corrective actions as needed to achieve sales and profitability targets. Manage labor scheduling and staffing to align with sales and traffic patterns, optimizing workforce productivity.
• Work closely with the executive leadership team to align DGR operations with marketing, merchandising, e-commerce, and post retail sales strategies. Provide regular reports on operational performance, challenges, and opportunities to senior leadership. Collaborate with HR, IT, and other departments to ensure alignment in policies, processes, and technologies.
• Proactively manage risk by identifying potential issues in operations and implementing preventative measures.

Qualifications

Education, Skills & Experience Requirements

• Bachelor’s degree in Business Administration or related field.
• Master’s degree in Business Administration or related field is preferred.
• At least 10 years of successful leadership experience, with at least 5 years in a senior leadership role, preferably in a DGR, retail or another multi-location operational setting.
• Ability to think strategically, with a focus on driving operational excellence and profitability.
• Excellent leadership, communication, and interpersonal skills.
• Strong financial acumen, with experience in budgeting, forecasting, and P&L management. Exceptional analytical and data gathering skills, logical decision making and troubleshooting skills with the ability to solve problems in a timely manner.
• Experience with nonprofit organizations is preferred.
• At least an intermediate level of competency with Word, Excel, PowerPoint, SharePoint and Outlook.

Physical Requirements

The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Work is performed primarily in a standard office environment with extensive team member contact and frequent interruptions.
• Primary function requires sufficient physical ability and mobility to work in an office setting; to sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, twist, lift, carry, push and/or pull light to moderate amounts of weight.
• Operate office equipment requiring repetitive hand movement and fine coordination, including use of a computer keyboard.
• Travel to other locations using various modes of private and commercial transportation.
• Verbally communicate to exchange information.

The above statements reflect the general details necessary to describe the principal functions of the occupation described and shall not be construed as a detailed description of all the work requirements that may be inherent in the occupation.