Outlet Shift Leader

Outlet Shift Leader

The Outlet Shift Leader supports the Outlet Store Manager and Outlet Assistant Store Manager in the daily operation of the Goodwill Outlet location. This role provides hands-on, on-shift leadership to outlet associates, helping maintain safe and efficient product flow, table rotation, customer service, donation support, housekeeping, and daily production goals. The Outlet Shift Leader works in a fast-paced, high-volume, production- and safety-focused environment and helps keep the outlet floor moving safely, efficiently, and on pace. This role reinforces daily expectations, supports work assignments, helps resolve customer, donor, and team member concerns, and escalates larger issues to management as needed. Through active, on-floor leadership, the Outlet Shift Leader follows Goodwill's mission of Changing Lives through Education, Training, and Employment and helps promote a workplace grounded in Teamwork, Respect, Uprightness, and Empowerment.

Essential Functions

• Serve as the on-shift lead during assigned shifts, supporting daily outlet operations and helping keep the facility running safely and efficiently.
• Provide visible, on-floor leadership to guide outlet associates and support smooth shift execution.
• Lead team members on the outlet floor and help ensure daily expectations are met.
• Assign work, redirect team members, and follow up on tasks during the shift.
• Support shift handoffs by communicating priorities, coverage needs, safety concerns, customer issues, and operational updates to management.
• Escalate complex customer, donor, safety, staffing, facility, or operational concerns to management as appropriate.
• Step in as needed to remove barriers and keep operations moving.

Outlet Operations & Product Flow

• Support product flow through sorting, staging, quality control, table rotation, furniture movement, and outlet floor replenishment.
• Help ensure tables are rotated safely, consistently, and on schedule.
• Monitor floor activity and help maintain daily production, safety, customer service, and housekeeping goals.
• Maintain awareness of customer flow, product availability, table rotation needs, and operational priorities throughout the shift.
• Support donation acceptance and ensure donated goods are handled with care and moved efficiently through the outlet process.
• Maintain a clean, organized, safe, and customer-ready outlet environment.
• Support cashiering, cash handling, housekeeping, donation acceptance, and customer service standards as needed.
• Work in a diverse environment with team members, customers, and donors from different backgrounds and experiences.

Team Guidance & Development

• Train and coach team members on outlet procedures, safety practices, customer service, product flow, table rotation, and work expectations.
• Reinforce daily expectations through clear direction, follow-up, and on-the-spot coaching.
• Help team members stay focused on production goals, safety expectations, customer service standards, and assigned tasks.
• Support a positive, inclusive team environment by modeling respectful communication, urgency, fairness, and accountability.
• Work effectively in a diverse environment with team members, customers, and donors from different backgrounds and experiences.

Compliance, Safety & Risk Oversight

• Reinforce adherence to company policies, safety guidelines, and operational standards during assigned shifts.
• Ensure team members follow safety procedures when moving tables, carts, furniture, equipment, and donated goods.
• Monitor outlet floor activity to identify and address safety concerns, customer flow issues, housekeeping needs, and operational risks.
• Support asset protection efforts through situational awareness and by coaching team members on safe and compliant practices.
• Help resolve customer, donor, and team member concerns and escalate larger issues to management.

Operational Support

• Support opening, closing, and shift routines as assigned by management.
• Communicate staffing, safety, customer, facility, and performance concerns to management.
• Support daily reporting, task completion, and operational follow-up as needed.
• Maintain a flexible schedule, including evenings, weekends, and holidays.
• Perform other duties as needed to support outlet operations, operational effectiveness, and leadership.

Minimum Qualifications

Required Skills

Education

• High School Diploma or equivalent required.
• Associate's degree in business, Logistics, Supply Chain, Management, Retail Operations, or a related field preferred.

Experience

• One to two years of experience in retail, outlet, warehouse, production, logistics, or operations preferred.

Knowledge and Skills

• Strong oral and written communication skills with the ability to provide clear, respectful direction and feedback.
• Ability to support a production- and safety-focused work environment.
• Ability to lead, coach, train, redirect, and hold team members accountable during assigned shifts.
• Knowledge of product flow, table rotation, donation handling, sorting, quality control, and outlet floor operations.
• Strong customer service skills with the ability to support positive customer and donor interactions.
• Strong safety awareness with the ability to reinforce safe work practices.
• Good judgment when handling customers, donors, team members, and daily operating issues.
• Ability to prioritize work, adjust to changing needs, and keep the outlet floor moving.
• Basic computer, POS, reporting, and cash handling skills preferred.
• Good communication, follow-up, organization, and problem-solving skills.
• Ability to work hands-on and step into frontline duties as needed.
• Ability to work in a diverse environment with different cultural backgrounds and experiences.
• Ability to operate equipment used in outlet operations, including pallet jacks, carts, tables, and related material handling equipment.
• Ability to work a flexible schedule, including weekends and holidays.
• Ability to operate a forklift, if required by location. Must obtain forklift certification. Training and certification are provided by the organization.

Preferred Education / Experience / Knowledge & Skills / Certifications & License

• Associate's degree or completion of related retail management coursework.
• Experience in fast paced, high volume operations
• Prior retail, nonprofit, or mission-based organization experience preferred.
• Previous experience supervising, training, coaching, or developing staff strongly preferred.
• Bilingual language skills
• This role requires flexibility to support both morning and evening shifts, including weekend coverage, to meet store operating needs.