Shift Leader: Store Operations & Guest Experience

Goodwill Industries of Middle Tennessee, Inc.; Nashville (TN); On-site; USD 19,000 - 25,000; Full time

Job summary

Goodwill Industries of Middle Tennessee, Inc. is seeking a Key Holder to provide on‑shift leadership and to help maintain a clean, organized, and welcoming store and donor environment.

You will supervise customer and donor facing activities, support point of sale, merchandising, and daily routines, while aligning with Goodwill’s mission of Changing Lives through Education, Training, and Employment. Through active on‑floor presence, you will reinforce expectations for cleanliness, shop‑ready

Qualifications

• High School Diploma or equivalent required.
• Associate’s degree in business, logistics, supply chain, management, retail operations, or a related field preferred.
• 1–2 years of supervisory or lead experience in production, warehouse, retail, or logistics environments.
• Strong oral and written communication skills with the ability to provide clear, respectful direction and feedback.
• Ability to learn and consistently apply established processes, systems, equipment, and SOPs.
• Experience in fast-paced, high-volume retail operations is preferred.

Responsibilities

• Serve as the on-duty key holder during assigned shifts, supporting store opening/closing routines and ensuring store readiness.
• Provide visible, on-floor leadership to guide associates and support smooth shift execution.
• Support shift handoffs by communicating priorities, coverage needs, and operational issues to store leadership.
• Escalate complex customer, donor, safety, or operational concerns to store leadership.
• Maintain a flexible schedule, including evenings, weekends, and holidays, and perform other duties as assigned to support store operations.
• Support delivery of a positive shopper and donor experience by keeping store and donor areas clean, organized, and welcoming.
• Reinforce shop-ready merchandising standards through timely recovery, replenishment, and presentation guidelines.
• Support POS and front-end activities with accurate transactions and friendly service.
• Ensure cleanliness, organization, and safety across all shopper- and donor-facing areas, including registers and donor areas.
• Support donor flow by maintaining safe, organized donor interactions and navigation.
• Assist with signage placement, price checks, fixture organization, and product presentation following established processes.
• Model proactive greetings and excellent service, coaching associates to engage shoppers and donors.
• Provide on-the-spot guidance to reinforce service standards and expectations.
• Lead opening/closing routines to restore the store to grand-opening condition with strong execution.
• Train and coach new and existing associates during shifts, reinforcing standard work and daily task execution.

Skills

Leadership

Customer service

Communication

Organizational skills

Multi-tasking

Safety awareness

Basic computer skills

Forklift operation (certified or in-cv

Education

High School Diploma or equivalent

Associate’s degree in business, logistics, supply chain, management, retail operations or related field (preferred)

Tools

Forklift (certified or training provided)

Job description

Goodwill Industries of Middle Tennessee, Inc. is seeking a Key Holder to provide on‑shift leadership and to help maintain a clean, organized, and welcoming store and donor environment.

You will supervise customer and donor facing activities, support point of sale, merchandising, and daily routines, while aligning with Goodwill’s mission of Changing Lives through Education, Training, and Employment. Through active on‑floor presence, you will reinforce expectations for cleanliness, shop‑ready