Store Manager, Flagship Retail Operations

Store Manager, Flagship Retail Operations

The Store Manager, Flagship Retail Operations serves as the store manager responsible for the overall performance, profitability, talent development, customer experience, and operational excellence of Goodwill of the Finger Lakes' flagship Henrietta retail location.

This position leads the organization's largest and most strategically important retail operations. With a footprint exceeding 75,000 square feet, significant sales volume, expanded operational complexity, and a large workforce. The Flagship Store Manager is accountable for managing a high-volume retail business that delivers substantial operating leverage and mission impact.

The Store Manager functions with a "CEO mindset," balancing financial stewardship, employee engagement, talent development, customer experience, donor engagement, community presence, and mission outcomes. This role requires exceptional leadership, business acumen, and the ability to develop high-performing teams while driving sustainable operational and financial results.

The Flagship Store Manager is responsible for:

• Leading one of the largest and highest-volume retail store operations.
• Managing a large, multi-level leadership team and workforce.
• Overseeing substantial annual retail sales and donation activity.
• Driving operational performance in a highly complex retail environment.
• Maintaining accountability for financial results, productivity, safety, customer experience, and workforce performance.
• Serving as a strategic retail leader whose decisions have significant influence on organizational revenue, mission funding, and long-term growth.

Essential Duties & Responsibilities

People (30%)

• Lead, develop, and inspire a large, multi-level workforce including supervisors, assistant managers, and frontline employees.
• Build a culture of accountability, engagement, belonging, and continuous improvement aligned with Goodwill's BLUE Values.
• Oversee talent acquisition, onboarding, employee development, performance management, succession planning, and retention strategies.
• Coach leaders to drive employee engagement, productivity, and service excellence.
• Partner with People Resources to address employee relations matters, workforce planning, and leadership development initiatives.
• Develop future leaders and maintain a strong talent pipeline to support organizational growth.

Process (30%)

• Ensure operational excellence across all aspects of the flagship retail operation, including donation intake, processing, merchandising, pricing, inventory flow, logistics, customer service, and facility management.
• Lead a highly complex retail environment exceeding 75,000 square feet with multiple operational functions and high transaction volumes.
• Drive continuous improvement initiatives that enhance efficiency, customer experience, safety, and productivity.
• Maintain compliance with organizational policies, safety standards, operational procedures, and regulatory requirements.
• Leverage technology, analytics, and best practices to optimize workflow and operational effectiveness.
• Ensure the facility consistently reflects Goodwill's brand standards and operational expectations.
• Maintain high standards of store presentation, cleanliness, safety, security, and loss prevention.
• Lead operational planning for high-volume sales periods, seasonal initiatives, and major organizational campaigns.
• Identify and implement process improvements that enhance operational efficiency and financial outcomes.

Performance (35%)

• Own full profit-and-loss accountability for the flagship retail operation.
• Drive revenue growth, expense control, productivity, profitability, and key operating metrics.
• Analyze operational and financial data to identify trends, opportunities, and risks.
• Develop and execute strategies to maximize revenue, production output, donor engagement, and customer satisfaction.
• Manage labor investment, scheduling effectiveness, productivity, and workforce optimization.
• Deliver measurable results that support organizational sustainability and mission advancement.
• Exercise sound business judgment in a flagship environment where decisions carry significant operating leverage and organizational impact.

Community & Mission Impact (5%)

• Serve as a visible ambassador for Goodwill's mission within the Henrietta community.
• Build strong relationships with customers, donors, community partners, and organizational stakeholders.
• Promote mission services through donor engagement and community outreach.
• Support workforce development, employee advancement, and Goodwill's strategic priorities.

Compensation Philosophy

• The compensation for this position is commensurate with the size, complexity, and strategic importance of a flagship retail operation . The Henrietta location significantly exceeds the scope of a traditional retail store environment, encompassing more than 75,000 square feet, substantial sales volume, expanded staffing requirements, and increased operational complexity.
• Accordingly, the compensation structure recognizes the heightened leadership expectations, business accountability, organizational impact, and operating leverage associated with managing one of Goodwill of the Finger Lakes' most significant retail assets.

Qualification Requirements:

Minimum of 7 years of progressive retail experience, including complex business operations, leadership experience managing diverse populations, high-volume environments, and demonstrated excellent operational performance.

Minimum of 5 years leading large teams in a complex, high-volume environment.

Demonstrated responsibility for significant revenue, expense, and operational performance.

Experience managing multiple layers of leadership preferred.

Education and/or Experience:

Associates degree in related field preferred

High school diploma or GED required

Previous retail experience in a store leadership role, management of complex teams, customer service, production, warehouse, or related work experience is required.

Language Skills:

• Ability to read and understand documents such as receipts, timecards, production reports, safety information, procedures, and policy manuals.
• Ability to complete routine reports, production documentation, and other required records accurately.
• Ability to communicate clearly and effectively with customers, donors, team members, supervisors, and other employees.
• Ability to understand and follow verbal and written instructions.

Mathematical Skills:

General math skills required, including the ability to accurately handle basic calculations related to cash transactions, pricing, and other assigned store responsibilities.

Availability:

Must have open and flexible availability based on store needs and be willing to work evenings, weekends, and holidays.

Work Environment:

While performing the duties of this position, the employee will work in a variety of store environments based on assigned responsibilities.

The employee will regularly work in retail sales areas and donation processing areas. The donation and production areas may have a warehouse-like environment with moderate noise levels and frequent movement of merchandise, carts, totes, and equipment.

At times, the employee may be exposed to outdoor weather conditions while receiving donations, assisting donors, loading or unloading merchandise, or performing other assigned duties.

The employee is expected to follow all established safety procedures and maintain a clean, organized, and safe work environment throughout all areas of the store.

Physical Demands:

Physical Demands- Store associate

Frequency

Never - Almost Never - Occasionally - Frequently - Always

Sitting - X

Standing - X

Walking - X

Bending over - X

Crawling - X

Reaching Overhead - X

Crouching - X

Kneeling - X

Balancing - X

Lifting and Carrying

10 lbs. or less - X

11 to 25 lbs. - X

26 to 50 lbs. - X

51 to 75 lbs. - X

76 to 100 lbs. - X

over 100 lbs. - X

Push/ Pull Max Force

0 to 20 lbs. - X

21 to 39 lbs. - X

40 to 59 lbs. - X

60 to 100 lbs. - X

Goodwill of the Finger Lakes is an Equal Opportunity Employer. All qualified applicants will receive consideration