Outlet Manager (63392)

SUMMARY: 

The Outlet Manager leads the overall operation and performance of Goodwill NLA’s outlet, maximizing value recovery from donated goods through effective people leadership, merchandise throughput, product rotation, customer service, and efficient use of space and resources. The position is accountable for outlet revenue, expenses, productivity, staffing, merchandise flow, cash and asset controls, safety, and overall operational results.

The Outlet Manager develops employees, maintains efficient and safe merchandise movement and sales-floor rotations, uses performance information to identify opportunities and solve problems, and coordinates with Distribution and other Donated Goods Retail operations to support the effective flow and disposition of donated merchandise. The position continuously improves outlet performance while balancing financial results, throughput, customer experience, employee development, safety, and responsible stewardship of donated goods.

This role supports Goodwill NLA’s mission of Improving People’s Lives Through the Power of Work by maximizing value recovery from donated goods to generate revenue that supports workforce programs and community services.

REPORTS TO: DGR Regional Manager (or designee)

ESSENTIAL DUTIES & RESPONSIBILITIES:

Outlet Performance & Operations

1. Accountable for outlet revenue, expenses, productivity, labor, merchandise throughput, and overall operational performance.
2. Monitors sales, throughput, staffing, expense, productivity, and other performance information to identify trends, problems, and opportunities and takes appropriate action.
3. Manages outlet operations within approved budget and staffing expectations and responsibly uses agency resources.
4. Ensures effective opening, closing, staffing, scheduling, and daily management of outlet operations.
5. Identifies operational barriers and implements practical improvements to merchandise flow, rotations, productivity, customer experience, and results.

Merchandise Flow, Rotation & Value Recovery

1. Manages the efficient receipt, staging, movement, rotation, sale, and disposition of outlet merchandise.
2. Establishes and monitors merchandise rotation schedules and workflow to maintain consistent product availability and effective use of sales-floor space.
3. Ensures merchandise containers, boats, carts, or other material-handling units are safely staged, moved, presented, and removed in accordance with established procedures.
4. Coordinates with Distribution and other DGR operations regarding merchandise volume, timing, quality, space, and flow.
5. Monitors throughput and disposition practices to maximize value recovery while maintaining safety, efficiency, and appropriate stewardship of donated goods.

Team Leadership & Development

1. Hires, trains, supervises, coaches, develops, evaluates, and holds assigned employees accountable for performance and conduct.
2. Establishes clear expectations for productivity, customer service, merchandise handling, safety, attendance, conduct, and teamwork.
3. Monitors individual and team performance and provides timely feedback, recognition, coaching, and corrective action in accordance with agency policy.
4. Develops Assistant Managers, Team Leads, and other employees to strengthen leadership capability, operational knowledge, and internal talent readiness.
5. Plans staffing and assigns resources based on customer volume, merchandise flow, rotation needs, workload, and business priorities.
6. Communicates outlet goals, performance results, agency initiatives, and operational expectations through regular employee communication and meetings.

Customer Experience & Sales Floor

1. Ensures professional, respectful, and responsive customer service in a high-volume outlet environment.
2. Establishes and reinforces customer and employee expectations related to merchandise rotations, shopping areas, safe distances, access, and other outlet-specific procedures.
3. Addresses significant or escalated customer concerns, disruptive behavior, and recurring service or safety issues.
4. Maintains a clean, organized, accessible, and safely managed sales floor and customer environment.

Cash, Inventory & Asset Controls

1. Ensures compliance with cash-handling, register, deposit, refund, and other applicable financial-control procedures.
2. Safeguards cash, donated merchandise, supplies, equipment, and other agency assets and maintains appropriate loss-prevention controls.
3. Ensures required reports, records, deposits, documentation, and administrative responsibilities are accurate and completed timely.
4. Reports suspected theft, fraud, misuse, loss, or other asset-protection concerns in accordance with agency procedures.

Safety & Compliance

1. Maintains safe merchandise movement, staging, rotation, material-handling, and customer-shopping practices throughout the operation.
2. Ensures employees are appropriately trained and authorized before using equipment or performing work requiring specific safety training.
3. Ensures accidents, injuries, safety concerns, property damage, and other incidents are promptly reported and appropriately addressed.
4. Transports employees for work-related medical evaluation, post-incident testing, or other required services when needed, in accordance with agency procedures.
5. Ensures compliance with agency policies, procedures, security requirements, operational standards, and applicable regulatory requirements.

Professional & Operational Expectations

1. Maintains effective communication and working relationships with Distribution, Regional leadership, and other DGR and agency departments.
2. Attends required meetings, training, and professional development and performs other duties as assigned in support of outlet operations and the agency mission.

Qualifications

QUALIFICATIONS:

Education and/or Experience: High school diploma, HiSET/GED, or equivalent preferred. Previous experience supervising or leading employees and experience in retail, production, warehouse, distribution, customer service, or a related operational environment required. Experience using performance information to manage sales, productivity, staffing, throughput, or other operational results preferred.

Certificates, Licenses, Registrations: Valid driver's license required. Must maintain reliable access to an insured vehicle available for use in performing job responsibilities, including transporting employees for work-related medical care, post-incident testing, or other authorized business needs. Ability to travel among Goodwill NLA locations as needed

Screenings: Employment is contingent upon successful completion of a background check, motor vehicle record review, and any additional screenings required by agency policy.

REQUIRED KNOWLEDGE AND SKILLS:

• Ability to lead, coach, develop, and hold employees accountable.
• Strong critical-thinking, problem-solving, and decision-making skills.
• Ability to understand and use sales, labor, throughput, productivity, and other performance information to manage outlet results.
• Knowledge of or ability to learn high-volume retail operations, merchandise flow, product rotation, material handling, cash handling, and asset controls.
• Strong customer service, communication, conflict-management, and interpersonal skills.
• Ability to organize work, manage competing priorities, and maintain safe and effective operations in a fast-paced, high-volume environment.
• Ability to learn and effectively use point-of-sale systems, reporting tools, email, spreadsheets, and other workplace technology.
• Ability to collaborate effectively with Distribution and other DGR operations to coordinate merchandise flow and operational needs.

Physical Demands and Work Environment:

The physical demands and work environment described here are representative of those encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this position, the employee may:

• Frequently stand and walk and regularly bend, stoop, kneel, reach, and move throughout outlet, warehouse, staging, and customer areas.
• Regularly lift, carry, push, pull, or move merchandise and supplies weighing up to 25 pounds and occasionally up to 50 pounds, using team lifting or appropriate material-handling equipment when needed.
• Frequently use hands and fingers to handle merchandise and operate computers, point-of-sale systems, mobile devices, tools, and material-handling equipment.
• Perform merchandise movement, staging, rotation, customer-service, register, and other outlet operational work as business needs require.
• Travel among Goodwill NLA locations and transport employees as required by job responsibilities.

Work is performed primarily in a high-volume outlet/warehouse-style retail environment and may include exposure to dust, airborne particles, recycled materials, noise, moving equipment, outdoor weather, and varying temperatures.