Retail Operations Leader – Thrift Store

Listen, Inc.; Lebanon (NH); On-site; USD 65,000 - 90,000; Full time

Job summary

LISTEN, Inc. in Lebanon, NH is seeking a Retail Operations Leader to oversee front-of-house staff and daily store operations, with a focus on delivering exceptional customer service, driving sales, and aligning with LISTEN’s mission.

You will partner with the Senior Store Manager to optimize staffing, manage cash handling and POS use, oversee merchandising, safety, and volunteer coordination, and lead a mission-driven, inclusive team.

Qualifications

• High school diploma or equivalent; associate’s or bachelor’s degree preferred.
• 3+ years of progressive retail experience with 1–2 years in supervisory or leadership roles.
• Proven ability to lead and motivate a diverse team in a high-volume, customer-facing environment.
• Strong cash handling, POS usage, and daily financial reconciliation skills.
• Knowledge of visual merchandising and driving sales through product presentation.
• Excellent customer service orientation with conflict resolution skills.

Responsibilities

• Oversee front-of-house operations and retail staff performance.
• Help achieve daily and long-term sales goals through staffing and execution.
• Model high service standards and supervise merchandising plans.
• Manage staff scheduling, onboarding, and performance evaluations.
• Ensure safety protocols, store cleanliness, and compliant cash handling.
• Collaborate with senior management on community engagement and mission alignment.

Skills

Leadership

Customer service

Merchandising

Staff scheduling

Training & coaching

Problem solving

Time management

Team motivation

Education

High school diploma

Assoc./Bachelors preferred

Tools

POS systems

Job description

Description

Position Summary: This role plays a key leadership role in ensuring smooth and high-performing front-of-house operations. This position directly oversees retail staff and daily operations with an eye toward delivering exceptional customer service, driving sales, and upholding LISTEN’s mission. The Retail Operations Leader works in close partnership with the Senior Store Manager to implement storewide strategies, optimize staffing, maintain financial controls, and foster a mission-centered, inclusive team culture.

Retail Strategy & Operational Excellence

• Support the Senior Store Manager in achieving daily and long-term sales goals through effective planning, staffing, and execution.
• Ensure effective use of the store’s Point of Sale (POS) system, including troubleshooting minor issues, training staff on system use, and coordinating with tech support or vendors when needed.
• Monitor and maintain retail technology and tools (e.g., POS, scheduling systems, signage) to support operational efficiency and enhance the customer and staff experience.
• Oversee daily cash handling, register reconciliation, and ensure bank deposits and financial records are accurate and compliant with organizational procedures.
• Monitor sales trends and customer feedback to propose strategies for improving revenue, customer experience, and operational efficiency.

Customer Experience & Visual Merchandising

• Model and reinforce high standards for service, responsiveness, and store presentation.
• Supervise and support retail staff in implementing effective merchandising plans that promote product visibility, seasonal themes, and inventory rotation.
• Ensure product flow from donation intake to the sales floor is timely, well-organized, and aligned with pricing standards.

Team Leadership & Staff Development

• Provide daily leadership, supervision, and coaching to the retail team, including Senior Retail Associates, Associates and Volunteers.
• Oversees staff scheduling, participates in hiring decisions, and completes performance evaluations and feedback.
• Facilitate onboarding and continued training to build staff operational capabilities in customer service, sales, compliance, and safety.

Store Oversight & Safety

• Ensure all store safety protocols are followed and that the retail floor remains clean, accessible, and hazard-free.
• Perform opening and closing procedures and act as the manager-on-duty in the absence of the Senior Store Manager.
• Collaborate with the Donations Center Leader to maintain consistent inventory flow and alignment across departments.

Community Engagement, Volunteer Integration & Mission Alignment

• Promote LISTEN’s mission by actively participating in seasonal sales events, outreach campaigns, and community initiatives that engage shoppers and donors alike.
• Support the effective integration of volunteers into daily operations by providing guidance, support, and recognition to ensure a meaningful and productive experience for all.
• Foster a culture of inclusivity, service, and respect, both within the team and in interactions with the wider community.
• Collaborate with other LISTEN program areas to ensure the retail operation is aligned with broader organizational goals, including providing low- and no-cost goods to community members in need.

Other Duties

• Attend staff meetings and training sessions.
• Drive seasonal sales events, promotions, and community engagement efforts.
• Perform other tasks as assigned.

Requirements

Qualifications

• High school diploma or equivalent required; associate’s or bachelor’s degree in business, retail management, or related field preferred.
• 3+ years of progressive retail experience, with at least 1–2 years in a supervisory or team leadership role.
• Demonstrated ability to lead and motivate a diverse team in a high-volume, customer-facing environment.
• Strong skills in cash handling, point-of-sale (POS) systems, and daily financial reconciliation.
• Knowledge of visual merchandising best practices and experience driving sales through product presentation.
• Exceptional customer service orientation, with the ability to handle conflict or complaints with professionalism and empathy.
• Experience with staff scheduling, training, and performance management.
• Strong problem-solving, time management, and organizational skills.
• Comfortable working in a mission-driven environment and committed to LISTEN’s values of equity, community support, and service to others.
• Experience working with or supervising volunteers is a plus.
• Ability to stand for extended periods, lift up to 50 lbs, and work weekends as part of a rotating schedule.