Retail Floor Team Lead - Shopper Experience & Ops

Goodwill Industries of Middle Tennessee; Franklin (TN); On-site; USD 38,000 - 52,000; Full time

Job summary

Goodwill Industries of Middle Tennessee seeks a Retail Sales Floor Team Lead in Franklin to elevate the shopper experience on the floor. You will supervise front end operations, oversee cashier accuracy, and ensure brand standards across merchandising and store presentation.

Role focuses on leading the team, driving sales performance, and maintaining compliance with safety and operational guidelines while promoting the organization's mission-driven values.

Qualifications

• Strong oral and written communication skills to support clear, respectful interactions with shoppers and team members.
• Ability to stay organized, manage multiple priorities, and maintain accuracy in a fast paced front end environment.
• Ability to learn and consistently follow established processes, systems, equipment use, and operating procedures.
• Ability to support, guide, and positively influence team members by modeling expected behaviors aligned with Mission and TRUE Core Values.
• Ability to deliver strong donor service, ensuring safe, friendly interactions at the Donor Door when assigned.

Responsibilities

• Lead daily Front End operations, including registers, queue management, exchanges, and addressing register issues.
• Serve as the point person for cashiers, ensuring accurate transactions and smooth customer flow.
• Maintain a clean, organized sales floor following Goodwill standards and visual guidelines.
• Ensure shoppers are greeted promptly and receive friendly, respectful service.
• Support opening/closing activities and flow of merchandise from backroom to floor.
• Monitor safety, cleanliness, and adherence to policies across store areas.

Skills

Customer service

Team leadership

Communication

Organizational skills

Process adherence

Donor service

KPIs awareness

Quality standards

Education

High School Diploma or equivalent

Associate's degree in business, Logistics, Supply Chain, Management, Retail Operations, or related field (preferred)

Job description

Goodwill Industries of Middle Tennessee seeks a Retail Sales Floor Team Lead in Franklin to elevate the shopper experience on the floor. You will supervise front end operations, oversee cashier accuracy, and ensure brand standards across merchandising and store presentation.

Role focuses on leading the team, driving sales performance, and maintaining compliance with safety and operational guidelines while promoting the organization's mission-driven values.