Clearance Center Operations Manager

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Job description

Goodwill Southern California (GSC) prepares and places thousands of individuals into sustainable employment through programs and services throughout Los Angeles, Riverside and San Bernardino counties. As one of the leading non-profit brands in the world, and the largest non-profit in Southern California, we have been transforming lives through the power of work for over 100 years. Goodwill Southern California supports its mission with proceeds generated from over 78 retail stores and over 44 attended donation centers, as well as from charitable donations and grants from the public and private sectors. Goodwill SoCal is a rapidly evolving organization and yet we have never been more focused - on our mission, on our people, and on our future. It's always a GOOD day in SoCal!
Primary Responsibility / Summary Responsible for the efficient operation of a Clearance Center, with accountability for the operations functions. Under the direction of the Site Manager, leads team to achieve established goals for sales, production, customer service, payroll, safety and expense control. Closely collaborates with Site Manager to achieve standards and goals. Per government requirements, this role is required to be fully COVID- 19 vaccinated. Essential Duties & Responsibilities

1. Performs manager on duty activities as assigned by Site Manager. Including opening and closing, managerial operations of a cash register; trains, leads and encourages Ambassadors to meet goals, providing training and guidance while maintaining established company standard operating procedures (SOP).
2. Provide excellent service, engages with each Ambassador, customer and donor, while presenting a friendly and cooperative attitude. Role models, communicates and coaches our Mission and RISE (Respect, Integrity, Service and Integrity) Values to our Ambassadors, customers and donors.
3. Ensure a safe work environment by maintaining a clean and safe environment by following all established company standard operating policies and procedures and exercises caution in work related activities.
4. Adheres, coaches and trains Ambassadors on de-escalation practices regarding the public and proper procedures for loss prevention situations.
5. Identifies and communicates concerns, contacting the District Manager for guidance when the Site Manager is not available.
6. Supervisory responsibilities include; training Ambassadors; planning, assigning, scheduling and directing work; providing input on performance appraisals; recognizing, developing Ambassadors; addressing complaints and resolving problems. Follows up on all assigned projects. Gives corrective feedback under direction of the Site Manager.
7. Monitors and maintains salesfloor, production area, structural, electrical, store equipment, landscaping, housekeeping, loss prevention and safety to company standards.
8. Operations: Trains, audits and coaches Ambassadors to process MUTS to meet quantity, quality and key performance Indicator (KPI) business goals, following established SOPs and guidelines. Trains, audits and coaches Ambassadors on Give at the Register (GATR), Customer Relationship Marketing (CRM), promoting sales and programs, customer excellence to meet goals and established SOPs and guidelines.
9. Ambassador Centered Activities: Conducts initial interview and assists with selection. Partners with the Site Manager to coach and counsel, draft weekly schedules, review timesheet, assist with terminations. Ensures breakroom and offices meet company standards and all required postings are up and current.
10. Compliance: Assists with audits including Health and Safety, Loss Prevention and Store Audits are completed and issues corrected. Completes work orders and manages Hazmat. Trains Ambassadors on de-escalating procedures. Reviews and facilitates training on company SOPs ensuring compliance in all areas including Safety, Salesfloor, Warehouse, Parking Lot, Kaizen and Merchandising. Assits with posting and sharing daily business results.
11. Work flexible shifts; including nights, weekends, holidays and overtime when needed. May be required to work at a nearby location.

Additional Duties & Responsibilities

1. Assists in the Truck Swap process and performs necessary cleaning and janitorial work.
2. Attends meetings and training as required. If required to drive for a work event, you must have a valid CDL and required auto insurance.
3. Other duties and special projects as assigned.

Supervisory Responsibilities

• This job supervises 5-10 ambassadors when acting as manager-on-duty.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions . Education & Experience

• 1-3 years of supervisory experience in a customer focused management role.
• High school diploma or general education degree (GED) required. College degree helpful.
• Ability to multitask projects of varying scope and complexity with minimum supervision.
• Ability to share Goodwill's purpose with the public and ask for monetary donations and customer/donor information.
• Bilingual in Spanish helpful.
• Must be proficient in using computers and other technology necessary to complete the activities assigned.
• Must be proficient in Microsoft Outlook, completing surveys using electronic platforms in order to complete daily tasks.
• Strong Communication, training, developing and people skills.
• Demonstrated success with process accountability and multi-tasking.

Other Qualifications

• Ability to handle confidential information.
• Punctual and dependable attendance.
• Free from alcohol and drug abuse.
• Understands the basic philosophy of Goodwill and participates fully in carrying out its mission.
• Adheres to Goodwill's values of Respect, Integrity, Service, & Excellence.

English Language Skills

• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or ambassadors of organization.

Mathematical Skills

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills

• Time and Attendance systems
• Microsoft Words, Excel and Outlook
• Some HRIS experience helpful
• POS system
• Personal computers
• Microsoft Outlook
• Daily usage of technology and tracking applications to complete tasks

Physical Demands The physical demands described here are representative of those that must be met by an ambassador to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. -------------------------------- Amount of Time --------------------------- Physical Demands None Less than 1/3 1/3 to 2/3 More than 2/3 Stand X Walk X Sit X Reach with hands and arms X Use hands to finger, handle, or feel X Climb or balance X Bend, kneel, crouch, or crawl X Talk or hear X Taste or smell X Carry, push or pull X
-------------------------------- Amount of Time ------------------------------- Lifts Weights or Exerts Force None Less than 1/3 1/3 to 2/3 More than 2/3 Up to 10 pounds X Up to 25 pounds X Up to 50 pounds X Up to 100 pounds X More than 100 pounds X

• Normal vision to work with computer, cash register and other office equipment and abilities to supervise store ambassadors with or without correction.

Work Environment The physical, mental & environmental conditions in which the work is performed. The work environment characteristics described are representative of those an ambassador encounters while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. -------------------------------- Amount of Time --------------------------- Environmental Conditions None Less than 1/3 1/3 to 2/3 More than 2/3 Wet or humid conditions (non-weather) X Working near mechanical parts X Work in high, precarious places X Fumes or airborne particles X Toxic or caustic chemicals X Outdoor weather conditions X Extreme cold (non-weather) X Extreme heat (non-weather) X Risk of electrical shock X Work with explosives X Risk of radiation X Vibration X

• Moderate noise

Required Training

• New Hire Orientation
• Supervisory Essentials training
• AB1825: Harassment Prevention training
• Mandated Reporter

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