Retail Team Lead

Goodwill Industries of Houston; Pearland (TX); On-site; USD 40,000 - 55,000; Full time

Job summary

Goodwill Houston is seeking a Retail Team Lead to support daily store operations and the donated goods program. You will supervise Team Members, ensure accurate cash handling, and drive customer service excellence.

You will assist with training, inventory flow, and adherence to policies, while maintaining a safe and productive work environment. This role requires flexible scheduling and strong teamwork.

Qualifications

• High school diploma or equivalent preferred.
• 1–2 years of retail leadership or supervisory experience preferred.
• Basic computer skills and cash handling experience.
• Flexibility to work varied shifts, including holidays and weekends.

Responsibilities

• Assist Store Manager with day-to-day store and donation area operations.
• Lead and train Team Members to deliver world-class customer service.
• Oversee sales transactions and cash accountability at registers.
• Manage donation flow and inventory rotation according to policy.
• Open/close store in Manager/Assistant Manager absence when required.
• Ensure safety, housekeeping, and policy compliance.

Skills

Basic computer skills

Time management

Organizational skills

Communication skills

Interpersonal skills

Reliable transportation

Education

High school diploma or equivalent

Tools

POS systems

Job description

Job Title: Retail Team Lead (RTL)

Department: Donated Goods Program(DGP)

Reports To: Store Manager

FLSA Status: Non-Exempt

Mission Support:

Goodwill Houston (GWH) is leading change, connecting people, and improving the potential for the future of work. We educate, train, and hire individuals with barriers to employment to help them thrive. We connect people, families, and communities to improve lives and meet today's and tomorrow's workforce needs. Powered, in part, by donations and retail customers, we change lives through the power of work.

Position Summary:

Under the leadership of the Store Manager and District Director, the RTL will assist with the day-to-day operations and management of the store and donation area. To ensure efficient and cost-effective operation through world‑class customer service, processing donated goods, quality control, and maintaining a productive workforce.

Essential Duties and Responsibilities:

• Assume management responsibilities in the absence of the Manager or Assistant Manager, including opening/closing and all day‑to‑day store operations.
• Manage and influence the team by communicating clear company goals daily, weekly, and monthly.
• Accurately and efficiently complete all sales transactions and maintain proper cash accountabilities at POS registers/safe.
• Supervise and assist with the training and development of Team Members.
• Ensure the proper handling and processing of incoming donation flow in and out of the store according to GWH policies and procedures.
• Help ensure the timeliness of proper apparel and hard goods rotation according to GWH policies and procedures.
• Accurately operate store systems and ensure financial and statistical counts are completed (donor counts, production standards, etc.).
• Performs other duties as assigned by Management.

Additional Responsibilities

• Demonstrates a high degree of professionalism in communication, attitude, and teamwork with customers and team members.
• Ability to multi-task, make quick decisions, adapt to change, and work in a team‑oriented, fast‑paced environment.
• Adheres to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.
• Must be punctual and have dependable attendance, and maintain an appropriate appearance.
• Must safely conduct work; maintain good housekeeping standards, have all aisles and pathways to fire exits clear and free from clutter, and keep work areas neat and clean.
• Adheres to local, state, and federal laws and regulations.

Minimum Qualifications:

• High school diploma or equivalent preferred.
• One (1) to two (2) years of retail sales experience is preferred.
• Management/Supervisor with one (1) or more years of experience is preferred.
• Basic computer skills.
• Good time management and organizational skills.
• Ability to communicate and interact well with a variety of personality types.
• Ability to work a flexible schedule to meet the needs of the business, including holiday, evening, overnight, and weekend shifts.
• Must have reliable transportation.

Key Performing Indicators (KPI):

1. Transaction Value (Assigned District vs. goal)
2. Donor Value (Assigned District vs. budget)
3. Donors Integrity and Growth (Assigned District vs. budget)
4. Budget Sales vs. Actual Sales (Assigned District vs. budget)
5. Payroll as a Percent of Revenue (Assigned District vs. goal)
6. Budgeted Profit vs. Actual Profit (Assigned District vs. goal)
7. Retention Rate (Measured by annual leadership retention vs. LY, 30-New Hire date vs. goal, and Annual Retention Rate vs. LY)
8. Customer Service (Feedback from team, secret shopper, and donor ratings for assigned district)
9. Change Roundup as a % of Transactions (>30% and higher than the previous year)
10. Active with Zero hours TMs vs Goal (Zero (0) – 28+ days) (Assigned District)
11. Administration - Performance management/Training (Assigned District at <5%)
12. Reporting-, Team Meeting Minutes, Safety, Over/Short (Assigned District)
13. Safety – 95% quarterly safety metric score
14. GWH LMS Training completion

Physical Requirements/Work Environment:

The ability to continuously stand/walk for the duration of the shift, frequently push/pull, occasionally bend/stoop/crawl/kneel/reach above shoulders, and climb a ladder. Able to lift, up to, 40 lbs. (fixture parts, cartons of product).

An indoor work environment with exposure to outside temperatures. The noise level in the normal work environment is usually moderate.

I understand this job description and requirements, and I am expected to complete all assigned duties. I also understand that the job functions may change, and I may be transferred to another location at the discretion of Management.

I have read this job description, and I will be able to perform the essential functions of this position with or without accommodation.

Team Member: Date:

Manager: Date:

Job description subject to chang