Retail Assistant Store Manager - Backroom Operations

Goodwill Industries of Middle Tennessee · Franklin

Job Location

Franklin I

Job Summary:

Provides leadership and direction for all backroom operations, including donation stewardship, processing, inventory management, quality control, and production workflow. This role is accountable for operational excellence across the backroom, ensuring donated goods are handled with care and efficiently prepared to support sales floor needs.

The Retail Assistant Store Manager – Backroom Operations uses key performance indicators (KPIs) to ensure the right product reaches the sales floor at the right time, aligning backroom output with inventory needs, quality standards, and store performance. Through hands-on, on-floor leadership, this role sets the pace, reinforces quality and safety expectations, and drives consistent execution of efficient workflows in support of Goodwill’s mission. Guided by our mission of Changing Lives through Education, Training, and Employment, the Backroom Operations Manager fosters a positive, values centered workplace grounded in Teamwork, Respect, Uprightness, and Empowerment.

Job Description

Essential Functions

Backroom Operations & Production Management

Oversee daily backroom operations, including full ownership of the donor door, to ensure a clean, organized, and mission aligned environment that drives operational excellence.
Ensure a smooth workflow from donor door intake through sorting, processing, and product placement on the sales floor.
Manage production flow, including quality control, inventory movement, and trailer readiness.
Ensure the store puts out the right items at the right price and at the right time through accurate pricing.
Align production output with sales performance and inventory needs.
Maximize the value of donations through efficient processing and strong donor stewardship.
Ensure an excellent donor experience through friendly, efficient, and respectful service at the donor door.
Support eCommerce by identifying and routing items that meet online standards.
Plan, schedule, assign and direct work of the team, adjusting as needed, to achieve sales, service, production, labor efficiency, and profit objectives.

Performance Execution & KPI Accountability

Lead daily production huddles to review performance, identify gaps, and set priorities.
Hold the team accountable to key performance indicators, including production, yield, sell through, quality, and quotas.
Maintain accurate reporting and ensure performance metrics are visible and actionable.
Drive operational excellence by addressing performance gaps quickly and leading continuous improvement efforts.
Ensure store performance meets financial targets and key metrics based on annual and quarterly operating plans.
Reinforce expectations through consistent follow-up and coaching.

People Leadership & Development

Directly supervise, coach, and develop backroom team members and Leads.
Conduct training, performance feedback, corrective action, and development planning in alignment with HR policies.
Build a positive, inclusive team culture that fosters accountability, engagement, and retention.
Support cross-training to ensure operational coverage and business continuity.

Compliance, Safety & Risk Oversight

Ensure adherence to policies, procedures, and operational standards.
Monitor donation intake and production activities to ensure accuracy, quality standards, and compliance with policies and procedures.
Support loss prevention by maintaining awareness and addressing concerns promptly.

Store Leadership & Operational Support

Serve as a key member of the store leadership team, collaborating across functions to meet store goals.
Provide on floor leadership that models professionalism, accountability, and operational excellence.
Support cross training and operational continuity during staffing or business needs.
Participate in audits, projects, and initiatives that strengthen store performance.
Maintain a flexible schedule, including evenings, weekends, and holidays.
Perform other duties as needed to support overall store operations, operational effectiveness, and leadership priorities.

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

Two to three years of supervisory or lead experience in production, warehouse, retail, or logistics environments required.

Knowledge and Skills

Excellent oral and written communication skills.
Strong leadership, coaching, and people-management skills.
Strong organizational skills with the ability to manage multiple priorities and maintain accuracy in a fast-paced environment.
Demonstrates knowledge of production, inventory, and quality control processes, with the ability to compile, interpret, and analyze operational data for reporting and continuous improvement.
Ability to learn and apply new processes, systems, equipment, and operational procedures.
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 provide strong donor service, ensuring safe, friendly, and efficient interactions at the Donor Door.
Ability to interpret and meet production metrics, KPIs, and performance goals.
Ability to identify quality standards, classify goods accurately, and ensure compliance with CPSC and public protection requirements.
Working knowledge of basic computer applications, including Outlook, Word, Excel, and online product research.
Ability to operate a forklift (Must obtain forklift certification. Training and certification are provided by the organization.)
Must have reliable transportation to perform job duties; i.e.travel to other Goodwill locations and/or make bank deposits as needed.
Valid driver’s license required.

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

Associate’s degree in business, Logistics, Supply Chain, Retail Management, or a related field; or four (4) years of supervisory experience in retail, warehouse, logistics, or production environments.
Experience in fast‑paced, high‑volume operations preferred.
Prior retail, nonprofit, or mission‑based organization experience preferred.
Experience supporting or working alongside eCommerce operations is a plus.
Previous experience training, coaching, or developing staff strongly preferred.
Bilingual language skills.

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