Director, Retail Support Services

Description

SUMMARY

Leads and integrates retail training, change management, and SOP development to drive operational consistency, compliance, and workforce effectiveness across all retail store locations. Oversees financial review and forecasting, data analytics, and audit activities to inform decision-making, identify risks, and improve performance. Champions a high-quality customer and donor experience by monitoring outcomes and implementing initiatives that enhance satisfaction, engagement, and alignment with organizational goals by performing the following duties.

ESSENTIAL DUTIES AND RESPONSIBILITIES are listed below in order of importance, from most important to least important.

Drives, tracks, and evaluates retail team member training programs to ensure compliance, skill development, and leadership readiness. Partners with Talent Development, HR and Retail Leadership to assess training effectiveness and workforce development needs. Develops training materials, schedules sessions, and monitors completion rates and outcomes.

Leads and implements change management initiatives related to retail operational changes, including process improvements, technology adoption, and organizational initiatives. Ensures clear communication, training, and adoption to minimize disruption and maximize results. Develops change management plans, monitors progress, and measures outcomes to ensure successful transitions.

Drafts, reviews, and revises Standard Operating Procedures (SOPs) to ensure clarity, consistency, compliance, and alignment with organizational strategy. Partners with Retail Leadership to communicate updates and ensure effective implementation across all retail locations. Regularly evaluates SOP effectiveness and recommends improvements based on operational feedback and industry best practices.

As a Corporate Leader, serves as an extension of the Executive Leadership Team by championing Goodwill’s Shared Purpose and principles and modeling actionable leadership that drives the consistent execution of a people-first mindset, workplace cultural alignment, and cross-functional collaboration in all business operations.

Reviews retail budgets and actual financial performance, analyzes variances, and prepares forecasts. Collaborates closely with Finance and Retail Leadership to support data-driven decision-making and long-term financial planning. Provides recommendations for cost control, resource allocation, and investment opportunities to maximize operational efficiency.

Analyzes operational data and performance trends through dashboards and data analytics tools. Translates insights into actionable recommendations that improve productivity, profitability, and

operational effectiveness. Develops and maintains reporting systems to track key performance indicators and support strategic initiatives.

Conducts operational, financial, and compliance audits across retail operations. Identifies risks, gaps, and opportunities for improvement, and partners with leadership to implement corrective action plans. Prepares audit reports, tracks follow-up actions, and ensures ongoing compliance with internal and external standards.

Monitors and drives excellence in customer and donor experience by establishing standards, tracking performance metrics, and identifying opportunities for continuous improvement that align with the organization’s mission and brand. Designs and implements programs to enhance satisfaction, loyalty, and engagement.

Requirements

EDUCATION and/or EXPERIENCE

Bachelor’s degree in business administration, Retail Management, Finance, or a related field and seven years of progressively responsible experience in retail operations, with demonstrated leadership in training development, change management, SOP governance, and multi-departmental operational oversight. Strong experience in financial analysis, forecasting, data analytics, and audit/compliance is required, along with a proven ability to translate insights into operational improvements. Demonstrated success influencing cross-functional partners, leading organizational change, and driving customer and donor experience initiatives. Strong analytical, communication, and project management skills are essential. Relevant certifications in change management, data analytics, or auditing are a plus.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Driver's License (Class C), car insurance and reliable automobile required.

PHYSICAL DEMANDS

While performing the duties of this job, the team member is regularly (more than 2/3 of the day) required to sit. The team member frequently (1/3 to 2/3 of the day) is required to use hands to finger, handle, or feel and talk or hear. The team member is occasionally (less than 1/3 of the day) required to walk. Specific vision abilities required by this job include close vision. Regular local travel required.