Customer Experience & Store Operations Leader

Goodwill Greater Milwaukee & Chicago; Chicago (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

Goodwill Greater Milwaukee & Chicago seeks a Customer Experience Manager to oversee donor and customer interactions, drive store productivity, and help hit sales and margin targets while upholding brand standards.

The role covers Softline operations, PGFR, merchandising, and seasonal sets, with data analysis to inform policy and program improvements. It requires leadership across teams, robust cash controls, and flexible scheduling.

Qualifications

• Two years of college education or experience equivalency, and a minimum of 5 years' experience.
• Forklift certification, if required at site.
• Work varied schedule and flexible hours; at least two closing shifts per week and every other weekend as scheduled. Additional nights and weekend shifts may be required to meet business needs.
• Must have a working phone that allows for communication accessibility.
• Experience in retail and/or production setting.

Responsibilities

• Focus on store productivity goals while maximizing the value of all donations to achieve budgeted sales and margin through brand standards.
• Oversees Purchased Goods for Resale (PGFR), seasonal sets, and merchandise on sales floor, ensuring adherence to company brand standards.
• Oversee product rotation for Softline goods to ensure a continuous flow of new merchandise, aligned with seasonal sets and overall product availability.
• Supports the oversight of associates and non-exempt leadership providing adequate donation and/or POS coverage. Maintain customer service levels, donation coverage, sufficient flow of new quality product and store environment standards.
• Responsible for customer service experience, donor service, staff productivity, troubleshooting, and proper cash controls with the flexibility to also monitor the production and donation operation as needed. Monitor the sales floor as needed.
• Accurately enter report data on time and monitor team s accuracy of data entry and timeliness, providing coaching if necessary.

Education

Two years of college education or experience equivalency

Tools

Forklift certification

Job description

Goodwill Greater Milwaukee & Chicago seeks a Customer Experience Manager to oversee donor and customer interactions, drive store productivity, and help hit sales and margin targets while upholding brand standards.

The role covers Softline operations, PGFR, merchandising, and seasonal sets, with data analysis to inform policy and program improvements. It requires leadership across teams, robust cash controls, and flexible scheduling.