Outlet Shift Leader

Job Location

Job Summary:

Job Description

Essential Functions

• Serve as the on-shift lead during assigned shifts, supporting daily outlet operations and helping keep the facility running safely and efficiently. 
• Provide visible, on-floor leadership to guide outlet associates and support smooth shift execution. 
• Lead team members on the outlet floor and help ensure daily expectations are met. 
• Assign work, redirect team members, and follow up on tasks during the shift. 
• Support shift handoffs by communicating priorities, coverage needs, safety concerns, customer issues, and operational updates to management. 
• Escalate complex customer, donor, safety, staffing, facility, or operational concerns to management as appropriate. 
• Step in as needed to remove barriers and keep operations moving. 

Outlet Operations & Product Flow

• Support product flow through sorting, staging, quality control, table rotation, furniture movement, and outlet floor replenishment. 
• Help ensure tables are rotated safely, consistently, and on schedule.
• Monitor floor activity and help maintain daily production, safety, customer service, and housekeeping goals. 
• Maintain awareness of customer flow, product availability, table rotation needs, and operational priorities throughout the shift.
• 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. 
• Support cashiering, cash handling, housekeeping, donation acceptance, and customer service standards as needed. 
• Work in a diverse environment with team members, customers, and donors from different backgrounds and experiences. 

Team Guidance & Development

• Train and coach team members on outlet procedures, safety practices, customer service, product flow, table rotation, and work expectations. 
• Reinforce daily expectations through clear direction, follow-up, and on-the-spot coaching. 
• Help team members stay focused on production goals, safety expectations, customer service standards, and assigned tasks. 
• Support a positive, inclusive team environment by modeling respectful communication, urgency, fairness, and accountability. 
• Work effectively in a diverse environment with team members, customers, and donors from different backgrounds and experiences. 

Compliance, Safety & Risk Oversight

• Reinforce adherence to company policies, safety guidelines, and operational standards during assigned shifts. 
• Ensure team members follow safety procedures when moving tables, carts, furniture, equipment, and donated goods. 
• Monitor outlet floor activity to identify and address safety concerns, customer flow issues, housekeeping needs, and operational risks. 
• Support asset protection efforts through situational awareness and by coaching team members on safe and compliant practices. 
• Help resolve customer, donor, and team member concerns and escalate larger issues to management. 

Operational Support

• Support opening, closing, and shift routines as assigned by management. 
• Communicate staffing, safety, customer, facility, and performance concerns to management.
• Support daily reporting, task completion, and operational follow-up as needed.
• Maintain a flexible schedule, including evenings, weekends, and holidays. 
• Perform other duties as needed to support outlet operations, operational effectiveness, and leadership. 

Minimum Qualifications

Required Skills

Education

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

Experience

• One to two years of experience in retail, outlet, warehouse, production, logistics, or operations preferred. 

Knowledge and Skills

• Strong oral and written communication skills with the ability to provide clear, respectful direction and feedback. 
• Ability to support a production- and safety-focused work environment. 
• Ability to lead, coach, train, redirect, and hold team members accountable during assigned shifts. 
• Knowledge of product flow, table rotation, donation handling, sorting, quality control, and outlet floor operations. 
• Strong customer service skills with the ability to support positive customer and donor interactions. 
• Strong safety awareness with the ability to reinforce safe work practices.
• Good judgment when handling customers, donors, team members, and daily operating issues. 
• Ability to prioritize work, adjust to changing needs, and keep the outlet floor moving.
• Basic computer, POS, reporting, and cash handling skills preferred. 
• Good communication, follow-up, organization, and problem-solving skills. 
• Ability to work hands-on and step into frontline duties as needed.
• Ability to work in a diverse environment with different cultural backgrounds and experiences.
• Ability to operate equipment used in outlet operations, including pallet jacks, carts, tables, and related material handling equipment. 
• Ability to work a flexible schedule, including weekends and holidays. 
• 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 or completion of related retail management coursework.
• Experience in fast paced, high volume operations  
• Prior retail, nonprofit, or mission-based organization experience preferred.  
• Previous experience supervising, training, coaching, or developing staff strongly preferred. 
• Bilingual language skills
• This role requires flexibility to support both morning and evening shifts, including weekend coverage, to meet store operating needs.