Retail Assistant Store Manager - Front Operations

About the role

Job Location

Franklin II

Job Summary

The Retail Assistant Store Manager - Front Operations is responsible for delivering consistently high-quality shopper experience by ensuring a clean, organized, well merchandised, and welcoming store environment. This role provides hands on leadership of all customer facing store operations, including point of sale, sales floor standards, merchandising presentation, cash control, and overall store readiness, while driving efficient workflows in support of Goodwill's mission of Changing Lives through Education, Training, and Employment.

Through active, on floor leadership, this role sets the standard during daily operations and peak business hours by reinforcing expectations for cleanliness, full and shop ready merchandising, friendly service, safe operations, and efficient front end execution. All efforts are focused on creating a store that is visually appealing, easy to shop, and consistently ready to serve customers, with the shopper experience as the primary outcome of all daily activities, guided by our mission of Changing Lives through Education, Training, and Employment and grounded in Teamwork, Respect, Uprightness, and Empowerment.

Essential Functions

Front-End Operations & Merchandising Excellence

• Oversee daily front-end operations to ensure a clean, neat, organized, and welcoming sales floor that delivers a consistently high-quality shopper experience.
• Ensure the sales floor is always full, shop-ready, and visually appealing through strong merchandising execution, timely replenishment, and recovery standards.
• Maintain ownership of sales floor presentation, including signage, price-accuracy, fixtures, and product placement that make the store easy and enjoyable to shop.
• Reinforce expectations for cleanliness, organization, and safety across all customer-facing areas, including registers, aisles, fitting rooms, restrooms and checkout zones.
• Ensure the store puts out the right items at the right price at the right time through accurate pricing, rotation, and presentation.
• Align front-end readiness with sales trends, peak traffic patterns, and promotional activity to drive conversion and shopper satisfaction.
• Deliver friendly, efficient, and respectful customer service by modeling strong engagement and coaching front-end teams on service behaviors.
• Plan, schedule, assign, and direct front-end team activities, adjusting as needed to achieve sales, service, labor efficiency, and profit objectives.

Performance Execution & KPI Accountability

• Lead daily front-end huddles to review sales performance, shopper experience priorities, staffing coverage, and operational readiness.
• Hold the team accountable to key front-end performance indicators, including sales, conversion, average transaction value, service standards, cleanliness, merchandising execution, and recovery.
• Maintain accurate reporting and ensure front-end performance metrics are visible, understood, and actionable by the team.
• Drive operational excellence by quickly identifying performance gaps and leading corrective actions and continuous improvement efforts.
• Ensure store performance meets financial targets and key metrics aligned with annual and quarterly operating plans.
• Reinforce expectations through consistent follow-up, real-time coaching, recognition, and accountability.

People Leadership & Development

• Directly supervise, coach, and develop front-end team members and Leads.
• Conduct training, performance feedback, corrective action, and development planning in alignment with HR policies.
• Build a positive, inclusive team culture that fosters accountability, engagement, and retention.
• Support cross-training to ensure operational coverage and business continuity.

Compliance, Safety & Risk Oversight

• Ensure adherence to all company policies, procedures, safety guidelines, and operational standards across front-end and customer-facing areas.
• Monitor front-end execution to ensure accuracy and compliance related to POS operations, pricing integrity, cash handling, and customer transactions.
• Reinforce safe and compliant practices at registers, fitting rooms, aisles, and checkout areas to protect customers, team members, and assets.
• Support loss prevention efforts by maintaining strong situational awareness, addressing front-end risk behaviors promptly, and coaching team members on proper procedures.
• Partner with store leadership to address compliance concerns, audit findings, and corrective action plans in a timely and effective manner.

Store Leadership & Operational Support

• Provide on floor leadership that models professionalism, accountability, and operational excellence.
• Support cross training and operational continuity during staffing or business needs.
• Participate in audits, projects, and initiatives that strengthen store performance.
• Maintain a flexible schedule, including evenings, weekends, and holidays.
• Perform other duties as needed to support overall store operations, operational effectiveness, and leadership priorities.

Minimum Qualifications

Required Skills

Education

• High School Diploma or equivalent required.
• Associate's degree in business, Logistics, Supply Chain, Management, Retail Operations, or a related field preferred.

Experience

• Two to three years of supervisory or lead experience in production, warehouse, retail, or logistics environments required.

Knowledge and Skills

• Excellent oral and written communication skills.
• Strong organizational skills with the ability to manage multiple priorities and maintain accuracy in a fast-paced environment.
• Demonstrates knowledge of production, inventory, and quality control processes, with the ability to compile, interpret, and analyze operational data for reporting and continuous improvement.
• Ability to learn and apply new processes, systems, equipment, and operational procedures.
• Ability to lead and motivate a diverse team while promoting a positive, inclusive work culture grounded in our Mission and TRUE Core Values.
• Ability to provide strong donor service, ensuring safe, friendly, and efficient interactions at the Donor Door.
• Ability to interpret and meet production metrics, KPIs, and performance goals.
• Ability to identify quality standards, classify goods accurately, and ensure compliance with CPSC and public protection requirements.
• Working knowledge of basic computer applications, including Outlook, Word, Excel, and online product research.
• Ability to operate a forklift (Must obtain forklift certification. Training and certification are provided by the organization.)
• Must have reliable transportation to perform job duties; i.e.travel to other Goodwill locations and/or make bank deposits as needed.
• Valid driver's license required.

Preferred Education / Experience / Knowledge & Skills / Certifications & License

• Associate's degree in business, Logistics, Supply Chain, Retail Management, or a related field; or four (4) years of supervisory experience in retail, warehouse, logistics, or production environments.
• Experience in fast-paced, high-volume operations preferred.
• Prior retail, nonprofit, or mission-based organization experience preferred.
• Experience supporting or working alongside eCommerce operations is a plus.
• Previous experience training, coaching, or developing staff strongly preferred.
• Bilingual language skills.