Key Holder

Goodwill Greater New York and Northern New Jersey (GWNYNJ) believes that the power of work and sustainable fashion is how we unlock the good in our communities. For over 100 years, we have helped people get jobs, stay employed, and progress in careers across New York and Northern New Jersey. We believe that diversity drives innovation and strengthens our workplace and are committed to fostering an inclusive environment where all employees feel valued, respected, and empowered to contribute fully.

About the role

The Key Holder is responsible for supporting the Store Management in the daily operation of the store and overall customer experience. This individual demonstrates leadership by modelling Goodwill NYNJ CARE service standards to elevate sales performance, trains and coaches associates, and executes all operational functions to Brand standards in the absence of the Store Manager and Assistant Store Manager.

Responsibilities

• Lead a high-performing, customer-first oriented team.
• Coach and provide feedback to the team to ensure all customers and donors receive the full CARE experience in line with brand strategies.
• Manage customer flow to ensure the best possible experience and engagement.
• Set the standard for delivering excellent service to customers.
• Drive partnership on the selling floor between sales specialists and store associates.
• Develop and retain talented employees through coaching and feedback to the Store Manager.
• Resolve all customer complaints and issues quickly, efficiently, and respectfully.
• Execute all store operations in the absence of the Store Manager.
• Communicate business needs and ideas effectively to elevate store performance.
• Assist the Store Manager in driving Goodwill brand loyalty by educating customers about the Goodwill Rewards program and mission.
• Follow and enforce company policies and procedures consistently.
• Communicate product needs to the stock team to ensure quick and efficient flow of product to the floor.
• Maintain a neat, clean, organized selling floor that reflects the correct visual image at all times.
• Ensure windows, displays, fixtures, and all visual areas reflect current visual direction.
• Support the Store Manager in holding the team accountable to company policies and procedures.
• Report all employee relation issues in a timely and effective manner, partnering with the Store Manager and HR when necessary.
• Assist in recruiting, training, and developing the team to ensure timely filling of positions with qualified candidates.
• Provide continuous feedback to the Store Manager on employee proficiency and support training and development.
• Ensure the integrity of staff’s time and attendance.
• Maintain professional dress codes and uniforms reflective of Brand image.
• Perform additional duties as required.

Requirements

• Minimum 1+ year experience in retail store supervisory role required.
• High School Diploma, equivalent, or combination of education and relevant experience required.
• Proven ability to drive and exceed individual and store results.
• Strong interpersonal and communication skills (verbal and written) with customers, leadership, and colleagues.
• Demonstrated collaborative skills and ability to work well within a team.
• Ability to receive feedback and take action when appropriate.
• Accuracy and attention to detail required.
• Ability to work a flexible schedule based on business needs, including evenings, weekends, and holidays.
• Ability to handle multiple tasks in a fast-paced, deadline-oriented environment.

Benefits

• Generous time-off policy.
• Health, wellness, and financial resources to help achieve personal goals.
• Robust health benefits including medical, dental, vision, parental leaves, and company-sponsored life insurance.
• Retirement matching programs and contributions.
• Transit and commuter benefits.

We welcome applicants of all backgrounds, identities, experiences, and abilities. If you require a reasonable accommodation at any point in the application or interview process, or if you are unable to apply through our recruitment portal, please contact us at humanresources@goodwillny.org.