Store Manager

About the role

Under the leadership of the District Director, the Store Manager is responsible for the day-to-day operations and management of the store and donation area. This role ensures efficient and cost-effective operation through world-class customer service, processing donated goods, quality control, and maintaining a productive workforce.

Responsibilities

• Oversee all management duties including opening/closing, day-to-day store operations, and team member supervision.
• Review, contribute to, and operate within the store’s budget and the budgeted expense-to-revenue ratio.
• Hire, train, supervise, evaluate, and develop team members in alignment with Goodwill Houston (GWH) policies and job descriptions.
• Maintain open availability to assist with store leadership needs, including time frames outside the management rotating schedule if required.
• Adhere to the established rotating schedule unless otherwise directed by the District Director.
• Communicate clear company goals to the team on a daily, weekly, monthly, and annual basis.
• Partner with the assistant store manager to create, prepare, and post schedules; review/approve electronic time sheets; and monitor labor hours.
• Accurately and efficiently complete all sales transactions and maintain proper cash accountabilities at POS registers/safe.
• Execute GWH’s workflow by training, coaching, and documenting team member performances while assessing production progress hourly.
• Prepare and administer personnel and disciplinary actions and evaluations.
• Complete and maintain work orders, purchase orders, supply orders, petty cash, and expense reports, ensuring timely submission.
• Ensure the Safety Program is managed efficiently.
• Accurately operate all store systems and complete financial and statistical counts (e.g., donor counts, production standards).
• Ensure proper handling and processing of incoming donations according to GWH policies and procedures.
• Conduct "Coach by Walking Around" (CBWA) for approximately 80% of the time on duty to ensure team members meet minimum expectations.
• Ensure timely rotation of apparel and hard goods according to GWH policies.
• Perform other duties as assigned by management.

Additional Responsibilities

• Demonstrate professionalism and maintain a friendly, cooperative attitude.
• Multitask, make quick decisions, adapt to change, and work in a team-oriented, fast-paced environment.
• Adhere to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.
• Maintain punctuality, dependable attendance, and an appropriate appearance.
• Conduct work safely, maintain good housekeeping standards, and keep aisles and pathways to fire exits clear.
• Attend training sessions and participate in activities outside GWH as required.
• Adhere to local, state, and federal laws and regulations.

Requirements

• Bachelor’s Degree or equivalent work experience is preferred.
• Minimum of two (2) years of management/supervisory experience is preferred.
• Two (2) years of retail sales experience is preferred.
• Good computer skills.
• Excellent time management and organizational skills.
• Ability to communicate and interact well with a variety of personality types.
• Ability to work a flexible schedule, including holidays, evenings, overnights, and weekends.
• Must have reliable transportation.

Key Performance Indicators

• Transaction Value (Assigned District vs. goal)
• Donor Value (Assigned District vs. budget)
• Donors Integrity and Growth (Assigned District vs. budget)
• Budget Sales vs. Actual Sales (Assigned District vs. budget)
• Payroll as a Percent of Revenue (Assigned District vs. goal)
• Budgeted Profit vs. Actual Profit (Assigned District vs. goal)
• Retention Rate (Measured by annual leadership retention vs. LY, 30-New Hire day vs. goal, and Annual Retention Rate vs. LY)
• Customer Service (Feedback from team, secret shopper, and donor ratings for assigned district)
• Change Round-Up as a % of Transactions (>30% and higher than previous year)
• Active Team Members with Zero Hours vs. Goal (0–28+ days) (Assigned District)
• Administration (Performance management/Training, Team Meeting Minutes, Safety, Over/Short for Assigned District)
• Safety (95% quarterly safety metric score, Goodwill LMS Training, etc.)

Physical Requirements

• Ability to stand, twist, bend, squat, reach, kneel, push, and pull.
• Able to lift up to 40 lbs. and occasionally lift/move items up to 100 lbs. (e.g., large bags of donations, televisions, furniture).
• Must be able to stand for extended periods of time.
• Indoor work environment with occasional exposure to outside temperatures.
• The noise level in the work environment is usually moderate.