Job Title: Attended Donation Center (ADC) Area Manager
Department: Donated Goods Program (DGP)
Reports To: Director of ADC Operations
Status: Exempt Resume required indicating relevant experience. 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. Position Summary: Provides leadership and oversight of multiple ADCs, which are key components of GWH’s supply chain network. Responsible for ensuring efficient donation flow, optimizing labor and transportation alignment, and maintaining high standards in safety, service, and operational performance. Utilizes data, standard work, and continuous improvement to balance service, cost, and productivity while developing high-performing teams. Accountable for managing the daily operations of the assigned ADCs and ensuring the implementation of established business practices in accordance with GWH's policies, procedures, and projections. Essential Duties and Responsibilities: - Manage and regulate budgets, including labor, transportation, and supplies, to achieve financial goals.
- Lead ADC operations within an integrated supply chain, ensuring efficient flow from donor intake to distribution and retail channels.
- Drive performance using key metrics, including donations per hour, throughput, labor productivity, cost control, and safety.
- Perform labor and capacity planning aligned with donation trends, seasonality, and demand.
- Collaborate with transportation and retail teams to optimize routing, material flow, and overall network efficiency.
- Ensure consistent implementation and execution of standardized processes for donor intake, sorting, staging, and outbound flow, including adherence to GRATIS standards.
- Maintain accurate data capture and reporting to support and enhance operational visibility, forecasting, and decision-making.
- Recruit, develop, and lead high-performing teams, fostering a culture of accountability, safety, and operational excellence.
- Enforce all safety, compliance, and loss prevention policies to safeguard associates, assets, and inventory.
- Manage supplies inventory to ensure operational readiness while controlling costs.
- Maintain site standards at all locations, ensuring clean, safe, and customer-focused environments.
- Address and resolve operational, donor, and employee concerns collaboratively with HR and cross-functional teams.
- Prepare and submit staff evaluations as directed by policy.
- Ensure immediate and accurate donor counts.
- Monitor and maintain overall ADC appearance and housekeeping.
- Assist in all functions performed by the ADC personnel.
- Regularly visit each site for policy and procedure compliance per the GWH ADC Area Manager visit cadence SOP.
- Attends all meetings and training as GWH requires and conducts monthly safety meetings/training.
- Performs other duties as assigned by Management.
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, dependable, and maintain a professional appearance.
- Maintain a high level of confidentiality.
- Must perform work safely; maintain good housekeeping standards, and ensure all aisles and pathways to fire exits are clear and free of clutter.
- Adheres to local, state, and federal laws and regulations.
Minimum Qualifications: - A bachelor’s degree in supply chain management, operations logistics, or a related field is preferred; equivalent professional experience may be considered in lieu of a degree.
- A minimum of five (5) years of experience in multi-site operations, distribution, or supply chain is preferred.
- Strong understanding of logistics, labor planning, and process optimization.
- Proven ability to lead teams, drive performance, and manage through data and KPIs.
- Experience with ERP/WMS systems and reporting tools (e.g., Power BI) is preferred.
- Strong oral and written communication skills.
- Ability to communicate and interact well with a variety of personality types.
- Possesses excellent customer service skills.
- Ability to work a flexible schedule, including days, evenings, weekends, and holidays.
- Must be legally authorized to work in the United States at the time of hire; this position is not eligible for employment visa sponsorship.
Key Performance Indicators (KPI): - Donor # vs. Last Year
- Equipment Management
- Production Management
- Work Integrity: Follows established procedures and processes donations timely with a sense of urgency.
- Quality of Work: Attitude, sense of urgency, productivity, individual safety performance, etc.
- Payroll as a Percent (Assigned District vs. goal).
- Safety – 95% quarterly safety metric score.
- Attendance: Work schedule as assigned, notify leadership as needed, and no recurring issues.
- Image: Personal image keeps work areas/locations clean, safe, and organized with no donor creep.
- Customer Ambassador Program (CAP): Receiving surveys (getting customers to participate) and favorable feedback.
Physical Requirements/Work Environment: - Regular twisting, bending, squatting, kneeling, pushing, and pulling.
- Ability to lift up to 40 lbs. and, occasionally, lift/move items up to 100 lbs. (e.g., large bags of donations, televisions, furniture, etc.)
- Must be able to stand for extended periods of time.
- Moderate indoor noise with periodic exposure to outside temperatures.
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