Customer Experience & Store Operations Manager

Amazinggoodwill; Carpentersville (IL); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

medical

dental

vision

short and long-term disability

life insurance

retirement plan

paid time off (PTO)

more

Job summary

Goodwill Greater Milwaukee & Chicago is seeking a Customer Experience Manager to oversee the customer and donor journey, boost store productivity, and drive sales and margin while maintaining brand standards.

The role covers Softline and Front of House operations, PGFR, merchandising, and seasonal sets, with data-driven reporting to guide policies and program improvements. Collaboration with leadership is essential for year-long initiatives.

Qualifications

• Two years of college education or experience equivalency.
• Minimum of 5 years experience in retail and/or production settings.
• Forklift certification, if required at site.
• Ability to work varied schedule including two closing shifts per week and every other weekend.
• Working phone for communication accessibility.
• Experience supporting store operations and cash controls.

Responsibilities

• Focus on store productivity and maximize donations to meet sales and margin goals.
• Oversee PGFR, seasonal sets, and merchant displays while upholding brand standards.
• Manage product rotation for softline goods and ensure product availability.
• Support supervision of associates and ensure donation and POS coverage.
• Ensure excellent customer service, donor service, and proper cash controls.
• Enter reports on time and coach team on data accuracy.
• Analyze data to identify trends and provide actionable insights.
• Communicate policies clearly and address team concerns promptly.
• Monitor sales floor for safety and cleanliness, ensuring a customer-friendly environment.
• Recognize strengths and delegate to boost morale and productivity.
• Lead talent development and participate in project/change initiatives.
• Balance project work with routine duties and adapt to change.

Skills

Customer service experience

Retail experience

Flexible scheduling

Communication skills

Phone accessibility

Team leadership

Education

Two years of college education or experience equivalency

Job description

Goodwill Greater Milwaukee & Chicago is seeking a Customer Experience Manager to oversee the customer and donor journey, boost store productivity, and drive sales and margin while maintaining brand standards.

The role covers Softline and Front of House operations, PGFR, merchandising, and seasonal sets, with data-driven reporting to guide policies and program improvements. Collaboration with leadership is essential for year-long initiatives.