Outlet Manager (63392)
GOODWILL INDUSTRIES OF NORTH LOUISIANA INC · 70th OUTLET - Shreveport, LA 71106
SUMMARY:
The Outlet Manager leads the overall operation and performance of Goodwill NLA’s outlet, maximizing value recovery from donated goods through effective people leadership, merchandise throughput, product rotation, customer service, and efficient use of space and resources. The position is accountable for outlet revenue, expenses, productivity, staffing, merchandise flow, cash and asset controls, safety, and overall operational results.
The Outlet Manager develops employees, maintains efficient and safe merchandise movement and sales-floor rotations, uses performance information to identify opportunities and solve problems, and coordinates with Distribution and other Donated Goods Retail operations to support the effective flow and disposition of donated merchandise. The position continuously improves outlet performance while balancing financial results, throughput, customer experience, employee development, safety, and responsible stewardship of donated goods.
This role supports Goodwill NLA’s mission of Improving People’s Lives Through the Power of Work by maximizing value recovery from donated goods to generate revenue that supports workforce programs and community services.
REPORTS TO: DGR Regional Manager (or designee)
ESSENTIAL DUTIES & RESPONSIBILITIES:
Outlet Performance & Operations
- Accountable for outlet revenue, expenses, productivity, labor, merchandise throughput, and overall operational performance.
- Monitors sales, throughput, staffing, expense, productivity, and other performance information to identify trends, problems, and opportunities and takes appropriate action.
- Manages outlet operations within approved budget and staffing expectations and responsibly uses agency resources.
- Ensures effective opening, closing, staffing, scheduling, and daily management of outlet operations.
- Identifies operational barriers and implements practical improvements to merchandise flow, rotations, productivity, customer experience, and results.
Merchandise Flow, Rotation & Value Recovery
- Manages the efficient receipt, staging, movement, rotation, sale, and disposition of outlet merchandise.
- Establishes and monitors merchandise rotation schedules and workflow to maintain consistent product availability and effective use of sales-floor space.
- Ensures merchandise containers, boats, carts, or other material-handling units are safely staged, moved, presented, and removed in accordance with established procedures.
- Coordinates with Distribution and other DGR operations regarding merchandise volume, timing, quality, space, and flow.
- Monitors throughput and disposition practices to maximize value recovery while maintaining safety, efficiency, and appropriate stewardship of donated goods.
Team Leadership & Development
- Hires, trains, supervises, coaches, develops, evaluates, and holds assigned employees accountable for performance and conduct.
- Establishes clear expectations for productivity, customer service, merchandise handling, safety, attendance, conduct, and teamwork.
- Monitors individual and team performance and provides timely feedback, recognition, coaching, and corrective action in accordance with agency policy.
- Develops Assistant Managers, Team Leads, and other employees to strengthen leadership capability, operational knowledge, and internal talent readiness.
- Plans staffing and assigns resources based on customer volume, merchandise flow, rotation needs, workload, and business priorities.
- Communicates outlet goals, performance results, agency initiatives, and operational expectations through regular employee communication and meetings.
Customer Experience & Sales Floor
- Ensures professional, respectful, and responsive customer service in a high-volume outlet environment.
- Establishes and reinforces customer and employee expectations related to merchandise rotations, shopping areas, safe distances, access, and other outlet-specific procedures.
- Addresses significant or escalated customer concerns, disruptive behavior, and recurring service or safety issues.
- Maintains a clean, organized, accessible, and safely managed sales floor and customer environment.
Cash, Inventory & Asset Controls
- Ensures compliance with cash-handling, register, deposit, refund, and other applicable financial-control procedures.
- Safeguards cash, donated merchandise, supplies, equipment, and other agency assets and maintains appropriate loss-prevention controls.
- Ensures required reports, records, deposits, documentation, and administrative responsibilities are accurate and completed timely.
- Reports suspected theft, fraud, misuse, loss, or other asset-protection concerns in accordance with agency procedures.
Safety & Compliance
- Maintains safe merchandise movement, staging, rotation, material-handling, and customer-shopping practices throughout the operation.
- Ensures employees are appropriately trained and authorized before using equipment or performing work requiring specific safety training.
- Ensures accidents, injuries, safety concerns, property damage, and other incidents are promptly reported and appropriately addressed.
- Transports employees for work-related medical evaluation, post-incident testing, or other required services when needed, in accordance with agency procedures.
- Ensures compliance with agency policies, procedures, security requirements, operational standards, and applicable regulatory requirements.
Professional & Operational Expectations
- Maintains effective communication and working relationships with Distribution, Regional leadership, and other DGR and agency departments.
- Attends required meetings, training, and professional development and performs other duties as assigned in support of outlet operations and the agency mission.