Community Donation Manager (Operations Manager)

About the role

As one of the largest for-profit thrift operators in the United States, Canada and Australia, Savers champions reuse and inspires a future where secondhand is second nature. The company supplies its stores with gently-used, one‑of‑a‑kind items donated by the community to local nonprofit organizations, purchasing these items directly from nonprofit partners and redirecting billions of pounds of used items away from landfills. Savers’ mission is supported by more than 22,000 team members across 300+ stores and brands including Savers, 2nd Ave, Value Village, Unique, Village des Valeurs, and Savers Australia. The Community Donation Manager role offers comprehensive onboarding and training from day one, with in‑house expertise from Savers University developing and delivering robust training for all team members.

Responsibilities

• Accountable for the overall management and direction of the processes associated with the day‑to‑day functions of the Community Donation Center to make Savers the donation center of choice.
• Upholds company standards, regulations, and laws throughout all donor areas of the store (inside and outside), remaining aware of donor needs and monitoring and ensuring fast, friendly, and respectful service at point of donation.
• Responsible for promoting brand awareness in the community and developing relationships with and inspiring local organizations to partner with Savers.
• Manages a team of Community Donation Center Ambassadors.
• Guided by the Savers Vision and Core Values.
• Ensures the CDC is organized, clean, safe, and welcoming; maintains donation flow, storage, and staging.
• Partners with the Production Manager/Store Manager to manage donation flow from the CDC into the production room to facilitate a manageable supply flow.
• Engages with customers and donors to actively promote Savers’ brand both in the store and in the community as required.
• Ensures donations are accurately weighed by classification and accounted for.
• Plans, tracks, and measures donation goals and results.
• Uses the CDC Scheduler and Daily Planner to schedule CDC Ambassadors appropriately, aligning coverage with expected volume and donor traffic.
• Utilizes, in accordance with Savers standards, branded sign packages and all other company‑approved materials that promote the Savers brand.
• Leverages the Voice of the Customer Program to improve donor satisfaction.
• Performs the duties of the CDC Ambassador as required.
• Leads, directs, and supervises the work of CDC Ambassadors.
• Plans staffing needs; recruits, selects, and trains new CDC Ambassadors.
• Regularly interacts, trains, coaches, and counsels the CDC Ambassadors; provides recognition and candid feedback.
• Addresses complaints and solves issues.
• Develops a culture of genuine appreciation for donors and donations by ensuring Ambassadors provide fast, friendly, respectful service, consistently represent the store’s nonprofit partner, and demonstrate the company’s brand and values.
• Identifies and develops high‑potential team members for supervisory and management positions through on‑the‑job,