Call Center Operations Manager

Goodwill is one of the leading non-profit brands in the world and one of the largest non-profits in Southern California. We are a rapidly evolving organization and yet we have never been more focused on our Mission, on our people, and on our future. It’s always a GOOD day in SoCal! Lead Operations. Drive Performance. Create Impact. Goodwill Southern California is hiring a Clearance Center Operations Manager to support our mission of transforming lives through the power of work. In this role, you’ll lead day-to-day operations, develop your team, and ensure performance across production, sales, safety, and service—helping your location operate efficiently while delivering meaningful community impact. What You’ll Do: Serve as Manager on Duty (MOD) as needed, overseeing daily operations including opening, closing, and real-time decision-making. Lead daily operations by overseeing production, salesfloor execution, and backroom processes. Train, coach, and develop team members to meet performance goals, productivity standards, and customer service expectations. Partner with the General Manager to drive results across sales, payroll, safety, and expense control. Ensure a safe, clean, and compliant work environment by enforcing company policies and procedures. Monitor and improve key performance indicators (KPIs), including production output, merchandising standards, and customer engagement programs. Support hiring, onboarding, scheduling, performance feedback, and team development activities. Coach team members on loss prevention, de-escalation practices, and operational standards. Oversee donation processing, merchandising, and inventory flow to maximize efficiency and results. Support audits, compliance activities, and operational reporting, ensuring standards are consistently met. Communicate business results, operational challenges, and opportunities to leadership. Work flexible shifts, including evenings, weekends, holidays, and support nearby locations as needed. What You Bring: 1–3 years of supervisory experience in retail, warehouse, or customer-focused operations. Strong leadership skills with the ability to coach, develop, and motivate teams. Experience managing operations, performance metrics, and multiple priorities. Comfort using POS systems, timekeeping systems, and basic computer applications (Outlook, Excel, etc.). Strong communication, problem-solving, and organizational skills. Ability to handle confidential information with professionalism. Bilingual Spanish/English is a plus. Commitment to Goodwill’s mission and RISE values (Respect, Integrity, Service, Excellence). What’s in it for you: Hourly Rate: $18.15 Discount at Goodwill SoCal retail locations Goodwill Perks: Discounts on dining, retail, theme parks, and movies Employee Assistance Program: Mental and physical wellness, financial and legal resources, and career and education support Full-time Positions are eligible for: Medical, dental, vision insurance Flexible Spending Account - FSA Life insurance 403(b) retirement plan Paid time off (PTO) and paid holidays Tuition Reimbursement Lead with purpose. Join Goodwill SoCal and help build strong teams, deliver results, and create opportunities that transform lives and communities. Goodwill Industries in Southern California is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to race, color, religion, sex, national origin, disability or protected veteran status. If you'd like more information about your EEO rights as an applicant under the law, please click here: Goodwill gives preferential consideration to persons with barriers to employment. Persons with disabilities are encouraged to apply. Equal Employment Opportunity Goodwill is committed to a policy of equal employment opportunity for applicants and employees. Employment decisions will comply with all applicable laws prohibiting discrimination in employment including Title VII of the Civil Rights Act of 1964, the Age Discrimination Employment Act of 1967, the Americans with Disabilities Act of 1990, the Immigration and Nationality Act, and any other characteristic protected by federal or state law. Nondiscrimination on the Basis of Disabilities In furtherance of our commitment to end discrimination against qualified disabled individuals, and in accordance with the provisions of Section 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act, and all regulations properly issued thereunder to protect the rights of qualified disabled persons, it is Goodwill's policy that no program or activity administered by it shall exclude from participation, deny benefits to or subject to discrimination any individual solely by reason of his or her disability. Equal employment opportunity will be extended to qualified disabled persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, training, promotion, transfer, discipline, layoff, recall and termination. We further affirm that we will provide reasonable accommodation to the known physical or mental limitations of an otherwise qualified disabled employee or applicant. It is the policy of Goodwill to provide reasonable accommodations for qualified persons with disabilities who are employees or applicants for employment. If you need assistance for accommodations to interview because of a disability, please notify the Human Resources Department. Employment opportunities will not be denied to anyone because of the need to make reasonable accommodations for a disability.