Outlet Store Manager

Job Location

Job Summary:

Job Description

Essential Functions

Outlet Operations & Production Management

• Lead daily outlet operations and keep the facility running safely, efficiently, and on pace. 
• Manage product flow through the outlet, including sorting, staging, quality control, table rotation, furniture movement, and outlet floor replenishment. 
• Ensure tables are rotated safely, consistently, and on schedule to support customer traffic, product availability, and outlet performance. 
• Maintain awareness of sales floor conditions, customer flow, product availability, and operational needs throughout the day. 
• Support donation acceptance and ensure donated goods are handled with care and moved efficiently through the outlet process. 
• Maintain a clean, organized, safe, and customer-ready outlet environment. 
• Ensure cashiering, cash handling, housekeeping, donation acceptance, and customer service standards are followed consistently. 
• Step in as needed to remove barriers and keep operations moving. 

Performance Execution & KPI Accountability

• Lead daily outlet huddles to review production goals, safety priorities, staffing coverage, table rotation needs, customer flow, and operational readiness. 
• Set clear daily expectations for production, safety, customer service, housekeeping, and operational execution. 
• Monitor daily quotas, productivity goals, labor usage, operating expenses, safety results, and customer service expectations. 
• Hold the team accountable to key outlet performance indicators, including production, labor efficiency, safety, customer service, table rotation pace, cleanliness, and operational standards. 
• Track and report operational performance, safety concerns, staffing issues, and facility needs. 
• Ensure outlet performance meets budget, scorecard, productivity, labor, and operating plan expectations. 
• Drive operational excellence by identifying performance gaps quickly and leading corrective actions and continuous improvement efforts.
• Reinforce expectations through consistent follow-up, real-time coaching, recognition, and accountability.

People Leadership & Development

• Directly supervise, train, schedule, coach, and evaluate outlet team members and leaders. 
• Conduct training, performance feedback, corrective action, and development planning in alignment with HR policies.
• Build a positive, inclusive team culture that fosters accountability, engagement, safety, and retention. 
• Support cross-training to ensure operational coverage across cashiering, production support, table movement, donation areas, customer service, and facility needs. 
• Lead with urgency, fairness, consistency, and professionalism. 
• Model Goodwill’s mission and values in daily decisions and team leadership. 

Compliance, Safety & Risk Oversight

• Ensure adherence to all company policies, procedures, safety guidelines, and operational standards across outlet operations and customer-facing areas.  
• Ensure team members follow safety procedures when moving tables, furniture, equipment, carts, and donated goods. 
• Monitor outlet execution to ensure safe and consistent practices related to table rotation, product movement, cashiering, cash handling, customer transactions, and donation acceptance.
• Reinforce safe and compliant practices in sales floor areas, production areas, donation areas, checkout areas, and high-traffic customer zones. 
• Support asset protection efforts by maintaining strong situational awareness, addressing risk behaviors promptly, and coaching team members on proper procedures. 
• Address customer, donor, supplier, and team member concerns in a direct and professional way.
• Partner with operations leadership and support teams to address compliance concerns, audit findings, safety concerns, and corrective action plans in a timely and effective manner. 

Strong Leadership & Operational Support

• Serve as the primary leader for the Outlet location, ensuring daily execution aligns with operational, financial, safety, and mission goals.
• Provide on-floor leadership that models professionalism, accountability, safety, and operational excellence. 
• Partner with operations leadership, transportation, warehouse, retail, and support teams to meet operating plan, budget, scorecard, productivity, safety, and customer service expectations. 
• Maintain strong communication with transportation, warehouse, retail, and other operational partners as needed.
• Participate in audits, projects, and initiatives that strengthen outlet performance. 
• Maintain a flexible schedule, including evenings, weekends, and holidays. 
• Perform other duties as needed to support outlet operations, operational effectiveness, and leadership priorities. 

Minimum Qualifications

Required Skills

Education

• High School Diploma or equivalent required.
• Associate’s degree in business, Retail Management, Operations, Logistics, Supply Chain, or a related field preferred. 

Experience

• Three to four years of operations leadership experience in retail, outlet, warehouse, production, logistics, or similar high-volume environments required. 
• Prior supervisory or management experience required. 
• Experience leading teams in a fast-paced, physical, production-focused environment required.
• Experience managing daily production goals, labor, safety expectations, customer service standards, and operational performance preferred.   

Knowledge and Skills

• Excellent oral and written communication skills. 
• Strong leadership, coaching, scheduling, accountability, and performance management skills Prior Goodwill, thrift, outlet, warehouse, nonprofit, or mission-based organization experience preferred.
• Experience managing daily production quotas, scorecard goals, labor, budget, and expense control preferred. 
• Strong organizational skills with the ability to manage multiple priorities and maintain accuracy in a fast-paced, high-volume environment. 
• Strong understanding of production flow, product movement, table rotation, donation handling, safety practices, labor management, and customer service. 
• Ability to read reports, track goals, identify issues, and make quick operating decisions.
• Ability to manage labor, expenses, daily quotas, productivity goals, and operational scorecard results.
• Ability to lead and motivate a diverse team while promoting a positive, inclusive work culture grounded in our Mission and TRUE Core Values. 
• Ability to support strong customer and donor service, ensuring safe, friendly, and efficient interactions.
• Ability to interpret and meet production metrics, KPIs, labor goals, safety expectations, and performance goals.
• Ability to learn and apply new processes, systems, equipment, and operational procedures. 
• Strong safety awareness with the ability to enforce safe work practices. 
• Working knowledge of basic computer applications, including Outlook, Word, Excel, scheduling tools, reporting systems, and POS or cash handling systems. 
• Ability to operate equipment used in outlet operations, including pallet jacks, carts, tables, and related material handling equipment. 
• Ability to operate a forklift, if required by location. Must obtain forklift certification. Training and certification are provided by the organization. 

Preferred Education / Experience / Knowledge & Skills / Certifications & License

• Associate’s degree in business, Logistics, Supply Chain, Retail Management, or a related field; or five (5) years of supervisory experience in retail, warehouse, logistics, or production environments. 
• Prior retail, nonprofit, or mission‑based organization experience preferred.  
• Experience supporting or working alongside eCommerce operations is a plus.  
• Bilingual language skills.