White Glove Lead

Job Description

Job Description

White Glove Service LeadDeliver exceptional service. Lead with care. Drive mission impact.

Goodwill Industries is seeking a hands-on, service-driven Lead, White Glove Service to oversee high-touch donation pickup experiences while leading and developing a dedicated team.

This role is ideal for a motivated leader who thrives in a fast-paced, physically active environment and is passionate about delivering world-class donor experiences , maintaining operational excellence, and supporting a mission that transforms lives.

As the Lead, White Glove Service, you will:

• Lead and coach team members to deliver exceptional, compassionate donor service
• Oversee White Glove donation pickups , including walk-throughs, packing, loading, and unloading
• Ensure proper handling and stewardship of all donated goods
• Maintain strong communication with donors, internal teams, and Goodwill locations
• Coordinate and schedule pickups, ensuring timeliness and efficiency
• Support training and onboarding of new team members
• Monitor and uphold safety, compliance, and loss prevention standards
• Conduct pre- and post-trip vehicle inspections and ensure equipment accountability
• Maintain accurate records, including donor database updates, reporting, and WESA system entries
• Assist with warehouse operations and logistics support when needed
• Resolve donor and team member concerns with professionalism and urgency
• Step into leadership responsibilities in the absence of the Team Leader Coach (TLC)

Required Qualifications

• High School Diploma or equivalent
• Leadership experience in a hands-on, operational, or service-based environment
• Strong organizational, communication, and problem-solving skills
• Ability to lead teams, delegate effectively, and hold others accountable
• Comfortable working in a physically demanding, fast-paced environment
• Basic computer proficiency (email, spreadsheets, systems)

Required Skills & Abilities

• Ability to safely pack, move, and transport household goods and furniture
• Strong customer service mindset with a focus on donor satisfaction
• Ability to work independently and make sound decisions in the field

• Valid driver’s license with a clean driving record
• Ability to operate a box truck or commercial vehicle
• Willingness to travel to multiple locations daily
• Availability to work evenings and weekends as needed
• Ability to lift up to 25 lbs regularly (40 lbs occasionally, with assistance for heavier items)

In this role, you will directly impact:

• Donor satisfaction and retention
• Efficiency and accuracy of donation pickups
• Safety and compliance standards
• Overall quality and value of donated goods