Retail Service and Operations Manager

Goodwill Southern California; Pasadena (CA); On-site; USD 42,000 - 49,000; Full time

Benefits offered by this job

Discounts at Goodwill Socal retail_loc

Goodwill Perks: Discounts on dining, 2

Employee Assistance Program

Paid time off (PTO)

Tuition Reimbursement

Flexible Spending Account - FSA

Life insurance

Job summary

Goodwill Southern California is seeking a Retail Service & Operations Manager to lead one of our retail stores, boutiques, or donation centers, ensuring seamless operations and outstanding customer and donor experiences. Under the Site Manager, you’ll coach Ambassadors, manage opening/closing, cash handling, and drive sales, safety, and cost controls while upholding our RISE values.

This full-time role requires 2–4 years supervisory retail experience, a high school diploma or GED, and

Qualifications

• Minimum 2–4 years of supervisory experience in retail or customer-focused operations.
• Proven ability to manage performance, drive results, and coach diverse teams.
• High school diploma or GED; college coursework preferred.
• Strong communication, problem-solving, and organizational skills.

Responsibilities

• Partner with the Site Manager to achieve store goals in sales, production, customer service, payroll, safety, and expense control.
• Act as Manager-on-Duty, overseeing store operations including opening, closing, and cash management.
• Lead, train, and coach Ambassadors to deliver exceptional customer and donor experiences reflecting our RISE values.
• Maintain compliance with safety, loss prevention, and operational standards.
• Oversee merchandising, colorizing, signage, and sales floor presentation to meet guidelines.
• Support donation processing, backroom organization, and production goals.
• Assist with engagement programs and initiatives.
• Ensure the store environment is clean, safe, and aligned with brand standards.
• Work flexible shifts, including nights, weekends, holidays, and occasional nearby location support.

Skills

Supervisory experience

Customer service

Communication

Problem-solving

Organizational skills

Education

High school diploma or GED

Tools

POS systems

Microsoft Outlook

Excel

HRIS/timekeeping systems

Job description

Job Description

Posted Friday, August 14, 2026 at 10:00 AM

Goodwill is one of the leading non-profit brands in the world and one of the largest non-profits in Southern California. We are a rapidly evolving organization and yet we have never been more focused on our Mission, on our people, and on our future. It’s always a GOOD day in SoCal!

Lead with Purpose. Drive Service and Operational Excellence.

Goodwill Southern California is seeking a Retail Service & Operations Manager to help lead one of our retail stores, boutiques, or attended donation centers. Under the direction of the Site Manager, this role ensures seamless operations, outstanding customer and donor experiences, and strong team performance — all while advancing our mission of Transforming Lives Through the Power of Work.

What You’ll Do:

• Partner with the Site Manager to achieve store goals in sales, production, customer service, payroll, safety, and expense control.
• Act as Manager-on-Duty, overseeing store operations including opening, closing, and cash management.
• Lead, train, and coach Ambassadors to deliver exceptional customer and donor experiences that reflect our RISE values (Respect, Integrity, Service, Excellence).
• Maintain compliance with safety, loss prevention, and operational standards.
• Oversee merchandising, colorizing, signage, and sales floor presentation to meet company guidelines.
• Support donation processing, backroom organization, and production goals.
• Assist with GATR/GADD, CRM programs, and other engagement initiatives.
• Ensure the store environment is clean, safe, and aligned with brand standards.
• Work flexible shifts, including nights, weekends, holidays, and occasional nearby location support.

What You Bring:

• 2–4 years of supervisory experience in retail or a customer-focused operations role.
• Proven ability to manage performance, drive results, and coach diverse teams.
• High school diploma or GED required; college coursework preferred.
• Strong communication, problem-solving, and organizational skills.
• Experience with POS systems, Microsoft Outlook, Excel, and HRIS/timekeeping systems.

Why You’ll Love It Here:

• Mission-driven culture with purpose and community impact.
• Opportunities for growth within a thriving retail enterprise.
• Collaborative, values-based environment that recognizes and rewards excellence.

What's in it for you:

• Hourly Rate: 20.47
• Discount at Goodwill Socal retail locations
• Goodwill Perks: Discounts on dining, retail, theme parks and movies
• Employee Assistance Program: Mental and physical wellness, financial and legal resources and career and education partners

Full-time Positions are eligible for:

• Flexible Spending Account - FSA
• Life insurance
• Paid time off (PTO)
• Tuition Reimbursement

Join our team and help shape the Goodwill experience — where great service meets meaningful impact.

Goodwill Industries in Southern California is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, disability or protected veteran status. If you'd like more information about your EEO rights as an applicant under the law, please click here: http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf

Goodwill gives preferential consideration to persons with barriers to employment.Persons with disabilities are encouraged to apply.

Goodwill is committed to a policy of equal employment opportunity for applicants and employees.Employment decisions will comply with all applicable laws prohibiting discrimination in employment including Title VII of the Civil Rights Act of 1964, the Age Discrimination Employment Act of 1967, the Americans with Disabilities Act of 1990, the Immigration and Nationality Act, and any other characteristic protected by federal or state law.

Nondiscrimination on the Basis of Disabilities

In furtherance of our commitment to end discrimination against qualified disabled individuals, and in accordance with the provisions of Section 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act, and all regulations properly issued thereunder to protect the rights of qualified disabled persons, it is Goodwill's policy that no program or activity administered by it shall exclude from participation, deny benefits to or subject to discrimination any individual solely by reason of his or her disability.Equal employment opportunity will be extended to qualified disabled persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination.We further affirm that we will provide reasonable accommodation to the known physical or mental limitations of an otherwise qualified disabled employee or applicant.

It is the policy of Goodwill to provide reasonable accommodations for qualified persons with disabilities who are employees or applicants for employment.If you need assistance for accommodations to interview because of a disability, please notify the Human Resources Department.
Employment opportunities will not be denied to anyone because of the need to make reasonable accommodations for a disability.