Key Holder

Job Summary

The Key Holder supports the delivery of a consistently positive shopper and donor experience by helping maintain a clean, organized, well merchandised, and welcoming store environment during assigned shifts. This role provides hands on, on shift leadership of customer and donor facing activities, including point of sale support, sales floor standards, merchandising execution, donor flow support, and basic store readiness, while carrying out established processes in alignment with Goodwill’s mission of Changing Lives through Education, Training, and Employment.

Essential Functions

• Serve as the on-duty key holder during assigned shifts, supporting store opening and closing routines and ensuring store readiness.
• Provide visible, on-floor leadership to guide associates and support smooth shift execution.
• Support shift handoffs by communicating priorities, coverage needs, and operational issues to store leadership.
• Escalate complex customer, donor, safety, or operational concerns to store leadership as appropriate.
• Maintain a flexible schedule, including evenings, weekends, and holidays, and perform other duties as assigned to support store operations.

Shopper & Donor Experience Support

• Support the delivery of a consistently positive shopper and donor experience during assigned shifts by helping maintain a clean, organized, and welcoming store and donor environment.
• Reinforce shop-ready merchandising standards through timely recovery, basic replenishment, and adherence to established presentation guidelines.
• Support point-of-sale and front-end activities by reinforcing accurate transactions, friendly service behaviors, and efficient customer flow.
• Reinforce expectations for cleanliness, organization, and safety across all shopper-and donor-facing areas, including registers, aisles, fitting rooms, restrooms, checkout zones, and donor drop-off areas.
• Aid in maintaining signage placement, price accuracy checks, fixture organization, and product presentation by following established processes and reporting issues to store leadership.
• Reinforce expectations for proactive associate greetings and excellent service by modeling positive interactions and coaching team members to engage shoppers and donors in a friendly, helpful, and respectful manner.
• Model positive shopper and donor service behaviors and provide on-the-spot guidance to associates to reinforce service standards and expectations.

Performance Execution & Store Readiness Support

• Support support opening and closing routines while leading assigned shifts to restore and maintain the store in grand-opening condition through strong execution of recovery, cleanliness, merchandising standards, production support, backroom organization, and operational routines.
• Train and coach new and existing associates during shifts by reinforcing standard work, service expectations, basic production and backroom workflows, and daily task execution, escalating needs or concerns to store leadership as appropriate.

Compliance and Risk Oversight

• Reinforce adherence to company policies, safety guidelines, and operational standards across shopper-and donor-facing areas during assigned shifts.
• Monitor on shift activities to support accurate POS transactions, pricing integrity, and safe cash handling, escalating concerns as needed.
• Support loss-prevention efforts through situational awareness and by coaching associates on safe and compliant practices.