Assistant Manager, Outlet Sales Floor

Job Title:  Assistant Manager, Outlet Sales Floor 
Department:  Donated Goods Program (DGP)  
Reports to: Logistics Center General Manager 
Status:      Exempt 

 

Mission Support: 

Goodwill Houston (GWH) is transforming lives by connecting people to opportunities that advance the future of work. Through education, training, and employment, we create pathways to success for individuals facing employment barriers. We empower people, strengthen families, and impact communities by addressing both immediate and future workforce needs. With the generous support of our donors and retail customers, we are changing lives through the power of work. 

 

Job Summary: 

Primarily responsible for driving outlet sales floor performance by providing world-class customer service, timely rotation of large blue bins ("boats"), maintaining a clean and safe sales environment, and ensuring quality control and safety procedures are being followed. Provide coaching to build and maintain a productive sales team. Assists with day-to-day outlet operations with a strong focus on the sales floor to maximize sales, customer satisfaction, and mission funding. 

 

Essential Duties and Responsibilities: 

Ensure alignment and consistency across all aspects of the logistics center operations, including SOPs, Reference Guides, job descriptions, performance evaluations, observation checklists, production standards, training, Safety Program, and other documents related to the DGP systems.  

Assist with management responsibilities, including opening and closing procedures and daily sales floor operations.  

Responsible for hiring, training, supervising, coaching, evaluating, and developing outlet sales floor associates within the framework of GWH policies, procedures, and job descriptions.  

Follow the established rotating schedule unless directed otherwise or approved by the Logistics Center - General Manager.  

Maintain open availability to support outlet sales floor leadership needs, including evenings, weekends, holidays, and overnight shifts as required.  

Ensure the completion of daily outlet sales floor management duties as provided by GWH leadership.  

Lead and motivate the outlet sales floor team by communicating clear goals daily, weekly, monthly, and yearly, centered on customer service, sales, safety, and cleanliness.  

Partner with the Logistics Center - General Manager to create, prepare, and post schedules, review/approve electronic timesheets, and monitor labor hours with a focus on sales floor coverage.  

Accurately and efficiently complete all sales transactions and maintain proper cash accountability at POS registers and the safe.  

Execute GWH’s outlet sales floor workflow by training, coaching, and documenting associates' performance while assessing production-to-floor progress on an hourly basis.  

Ensure the timely rotation of large blue bins ("boats") every 15–20 minutes according to GWH policies and procedures.  

Maintain the cleanliness of boats and the entire outlet sales floor, ensuring the area is organized, safe, free of trip hazards, and clear of debris at all times.  

Effectively practice Coach by Walking Around (CBWA) at least 90% of the time while on duty to ensure associates meet or exceed customer service, safety, and cleanliness expectations.  

Operate all outlet systems accurately and complete financial and statistical counts (production standards, transaction value, etc.).  

Ensure the Safety Program is followed on the outlet sales floor and report any concerns immediately.  

Prepare and administer personnel and disciplinary actions as necessary.  

Supervise and assist with the training and development of outlet sales floor associates.  

Perform other duties as directed by management to support evolving organizational needs.  

 

Additional Duties: 

Demonstrate professionalism, good judgment, and present a friendly, cooperative attitude.  

Ability to multitask, make quick decisions, adapt to change, and collaborate effectively in a fast-paced, team-oriented environment.  

Adheres to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.  

Must be punctual, maintain a professional appearance, and perform expected duties. 

Maintain a high level of confidentiality. 

Must perform all duties according to GWH safety procedures, maintain good housekeeping standards, and ensure all walkways are clear and free of clutter. 

Adheres to local, state, and federal laws and regulations. 

 

Minimum Qualifications: 

A high school diploma or equivalent is required. 

A bachelor’s degree is preferred; equivalent professional experience may be considered in lieu of a degree.  

At least one (1) year of retail sales experience; managerial retail experience is highly preferred.  

Ability to read, write, and communicate effectively in English to understand safety instructions, standard operating procedures, and workplace communications. 

Demonstrated success in high-volume sales floor operations and customer service is preferred. 

Good computer skills, including experience with Microsoft Office.  

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 holidays, evenings, overnight, and weekend shifts.  

Must be legally authorized to work in the United States without sponsorship for current or future employment. GWH does not offer visa sponsorship for employment purposes.  

 

Key Performance Indicators (KPI): 

Transaction Value (Actual vs. Budget) 

Sales (Actual vs. Budget) 

Profit (Actual vs. Budget) 

Wage to Budget: Control wage expenses within the allocated budget. 

Safety Audit: Achieve a 95-100% rating for compliance and effectiveness of safety protocols. 

Donor Value (Actual vs. Budget) 

Change Roundup as a % of transactions 

Retention Rate (measured by annual leadership retention vs. LY, 30-New Hire Date vs. goal, and Annual Retention Rate vs. LY) 

Active with Zero hours TMs vs Goal (Zero (0) – 28+ days)  

Safety: 95% or higher quarterly metric score 

Customer Service (Internal and External) 

GWH LMS Training completion 95% or higher 

 

Physical Requirements/Work Environment: 

Stand, twist, bend, squat, push/pull, and lift up to 40 lbs. 

Occasionally moves up to 100 lbs. 

Must be able to stand for extended periods. 

Requires close vision, peripheral vision, depth perception, and focus adjustment. 

Moderate indoor noise with exposure to outside temperatures. 

 

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 that I may be transferred to another location at management's discretion. 

 

I have read this job description and am confident I can perform the essential functions of this position with or without accommodation.  

 

 

Associate: ______________________________________________   Date: _______________ 

 

 

Manager: ____________________________________________________   Date: ______________ 

Job description subject to change.