VP Retail Operations

Location: Gorham, ME

Salary: 120k - 150k D.O.E

Job Summary: 

The Vice President of Retail Operations provides senior leadership for the Agency’s retail and donated goods operations, ensuring strong operational execution, profitability, and alignment with the Agency’s mission. Reporting to the Chief Operating Officer, the Vice President of Retail Operations is responsible for the day-to-day performance and management of the Agency’s retail stores, donated goods processing, salvage, warehouse, and logistics operations. This role executes retail strategies that drive revenue growth, operational excellence, customer satisfaction, and mission impact.

Essential Functions:

Retail & Donated Goods Operations

· Direct the overall operation of the Agency’s retail stores, donated goods collection, processing, salvage, and warehouse operations

· Ensure retail operations are profitable and effectively support the Agency’s mission

· Analyze all factors impacting retail, processing, and donated goods performance and act on findings to improve results

· Ensure high-quality merchandise flow through effective donation collection and inventory practices

· Establish and monitor operational standards for store appearance, merchandising, production, and customer experience

· Ensure effective coordination between retail stores, transportation, warehousing, salvage, e-commerce, and donated goods operations

Leadership & People Management

· Provide leadership, direction, and accountability to Retail Regional Leaders, and Store Management teams

· Ensure leaders have the tools, training, and clarity needed to meet performance expectations

· Foster a team-centered, performance-driven culture grounded in Agency values and citizenship behaviors

· Build and maintain a succession pipeline for key retail leadership positions.

· Lead organizational change initiatives and ensure successful adoption of new processes, systems, and technologies.

· Promote employee engagement, retention, and professional development throughout the retail organization.

Performance Management & Execution

· Translate Agency and COO-led strategic objectives into clear, achievable retail operating plans

· Establish performance goals for sales, donations, margin, productivity, and labor management

· Monitor results and make timely operational course corrections throughout the fiscal year

· Utilize operational and financial analytics to identify trends, risks, and opportunities and drive data-informed decision making.

· Lead continuous improvement initiatives to enhance productivity, service, quality, and financial performance.

Collaboration & Communication

· Maintain open, consistent dialogue with retail leaders and frontline teams

· Partner with the Chief Operating Officer to align retail execution with enterprise operational priorities

· Partner with Finance to develop budgets, forecasts, capital plans, and performance reporting that support Agency objectives.

· Work cross-functionally with Advancement, Marketing, and Workforce leaders on retail specific initiatives

· Represent the Agency within the Goodwill network and external retail forums as appropriate

· Partner with Human Resources to support workforce planning, talent development, and organizational culture initiatives.

Financial & Operational Accountability

· Accountable for retail operating performance, including revenue growth, expense management, and margin contribution

· Develop and execute growth strategies through market optimization and territory expansion, in alignment with COO direction

· Provide operational insight and recommendations to improve efficiency, revenue, and cost control

· Ensure compliance with Agency policies, procedures, and operational standards

· Develop and manage the annual retail operating and capital budgets.

· Ensure appropriate controls, reporting, and accountability for retail assets, inventory, and operational resources.

· Oversee retail compliance with applicable federal, state, local, safety, and Goodwill standards.

Minimum Qualifications: 

· Bachelor’s degree in Business, Retail Management, Operations, or a related field

· Ten (10) or more years of experience in retail sales and operations management

· Seven (7) or more years of progressive management and supervisory experience

· Proven experience leading multi-site retail or distributed operations

· Strong written and verbal communication skills

· Ability to read, analyze, and interpret business periodicals, professional journals, technical procedures, and government regulations

· Working knowledge of retail POS systems, merchandising, and inventory management

· Ability to analyze sales, margin, productivity, and operational performance metrics

· Successful completion of a background check meeting Agency standards

· Valid driver’s license with a satisfactory driving record and insurance meeting Agency standards

· Demonstrated experience managing multi-million-dollar operating budgets and revenue responsibility.

· Proven ability to develop and execute strategic business plans that deliver measurable results.

Preferred Qualifications

· Experience leading donated goods or value-based retail operations

· Experience with LEAN principles, continuous improvement, or operational excellence practices

· Demonstrated ability to lead and inspire large, geographically dispersed teams

· Strong business acumen with experience partnering closely with Finance and Operations leader

In addition to employment that is fulfilling, meaningful and supportive, Goodwill employees also receive:

• Medical, Dental, and Vision insurance offered
• 403(b) retirement plan with Employer Match
• Employer Paid Short & Long Term Disability
• Employer-paid Life Insurance
• Generous Paid Time Off Plan
• Paid Holidays
• 50% Employee discount at Goodwill stores in ME, NH & VT
• Discount on personal cell phone plans
• Local community discounts