Employee Experience Manager

Responsibility Level

The Employee Experience Manager (EEM) oversees employee recruitment and development, drives store productivity, and ensures sales and margin targets are met. This role includes managing back-of-house operations and the hardlines section on the sales floor. Additionally, the EEM handles communication channels, conducts career path check-ins, and ensures compliance with online training programs.

Principal Duties

• Focus on individual and store production goals while maximizing the value of all donations through sustainable practices and secondary market efforts to achieve budgeted sales and margin.
• Provide coaching to employees on their progress as needed.
• Manage the hiring and onboarding process for new hires.
• Regularly assess new employees and conduct check-ins for progress and readiness.
• Oversee hardline product rotation to ensure a continuous flow of new merchandise and overall product availability.
• Support the oversight of associates and non-exempt leadership providing adequate donation and/or POS coverage.
• Maintain customer service levels, donation coverage, sufficient flow of new quality product and store environment standards.
• Oversee the process to ensure all employees complete and comply with online training requirements.
• Monitor and support employee performance, providing feedback and development opportunities.
• Accurately enter report data on time and monitor team's accuracy of data entry and timeliness, providing coaching if necessary.
• Analyze report data and other relevant documentation to identify trends and areas for improvement, providing actionable insights to store leadership.
• Consistently communicate and implement policies and procedures, addressing any concerns from the team.
• Manage communication channels, including communication binders and boards to keep employees informed.
• Regularly monitor the sales floor to ensure compliance with operational standards and safety guidelines, maintaining a clean, organized, and customer-friendly environment.
• Recognize individual employee strengths and delegate challenging work assignments to enhance employee satisfaction, development, and overall productivity.

Leading and Developing Talent

• May partner with coworkers to advance their development.

Project and Change Management

• May serve as a team member, or subject matter expert, for formal or department projects.
• Contributes ideas and helps develop solutions, while balancing demands of project work and routine job responsibilities.
• Engages effectively in change affecting her/him, communicating appropriately with supervisor.

Problem Solving

• Light supervision; works independently.

Technical Skill

• Advanced knowledge of professional principles and skills.
• Comprehensive knowledge of principles, practices and procedures of particular field of specialization.

Community Engagement

• Champions Goodwill’s community engagement initiatives.
• Aware of Goodwill’s community partner organizations and participates in volunteer opportunities as pertinent to role and interest.
• Participates in industry/knowledge groups.

Requirements

• Two years of college education or experience equivalency, and a minimum of 5 years experience.
• Forklift certification, if required at site.
• Work varied schedule and flexible hours; at least two closing shifts per week and every other weekend as scheduled.
• Additional nights and weekend shifts may be required to meet business needs.
• Must have a working phone that allows for communication accessibility.

Cultural Competencies

• Customer Focus: Independently anticipate and meet customer needs, while searching for ways to improve customer service. Internally internalize customer feedback, and follow up with customers to ensure problems are solved by providing innovative ideas to meet their future needs.
• Values Differences: Seeks out the diverse perspectives and talents of others, striving to work effectively with others who have different perspectives, backgrounds or styles. Behave with sensitivity towards differences in cultural norms, expectations, and ways of communicating.
• Communicate Effectively: Shares information and updates with others, while ensuring a clear, concise and professional communication through reports, documentation, written and other communications. Listens with interest to what others have to say.
• Situational Adaptability: Demonstrates flexibility of responses to different situations through adapting to the changing needs, conditions, priorities or opportunities. Monitors how well an approach is working to see if a change is needed, recognizing cues that suggest a change in approach or behavior is needed.
• Drive Results: Demonstrates a strong drive to achieve meaningful results, through driving tasks to successful completion and closure. Sets high standards for own performance, showing determination in the face of obstacles and setbacks.
• Ensure Accountability: Takes responsibility and ownership for successes and failures in own work. Monitors progress of performance and changes approach accordingly, following through on commitments.

Physical/Sensory Demands

• Regularly lifts and/or moves up to 10 pounds, frequently lifts and/or moves up to 20 pounds, occasionally lifts and/or moves up to 50 pounds.
• Moves about to accomplish tasks.
• Lift: Raises objects from lower to higher position or moves objects horizontally.
• Stoop, kneel, crouch or crawl: Positions self to retrieve objects.
• Reach: Extending upwards or downwards to retrieve objects.

Compensation and Benefits

• Goodwill Greater Milwaukee & Chicago considers education, experience, internal equity, market demands and other qualifying criteria when determining placement within the salary range for this position.
• Participation in this plan does not guarantee an incentive payment and is subject to the terms and conditions of the plan, which are subject to change.
• In addition to compensation, we offer a competitive benefit program that may include medical, dental, vision, short and long-term disability, life insurance, retirement plan, paid time off (PTO) and more.
• The specifics of each benefit package will vary depending on factors such as full or part time jobs, contracted, temporary, or other job categories.
• Equal Opportunity Employer (SEW).