Customer Service Manager

Location: 505 San Pablo Avenue, Albany, California 94706 Responsibilities Oversight, leadership, and achievement of sales floor operations and set sales goals for Goodwill of the San Francisco Bay. Direct all aspects of daily operations of the sales floor, lead the team and drive the business. Build, lead, and retain motivated, high‑performing teams through effective leadership of Retail Sales Associates. Execute retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue and production. Make decisions on matters related to day‑to‑day retail operations within the defined work area. Conduct new goods inventory and ensure proper reporting. Reconcile and balance all daily paperwork. Ensure team members deliver excellent customer service to donors and customers and de‑escalate customer situations, involving upper management as needed. Maintain day‑to‑day operational standards, cleanliness and brand representation. Provide regular mentoring, training and coaching to develop skills of Retail Sales Associates and ensure compliance with company standards. Ensure compliance with Security, Health and Safety policies and coordinate with Goodwill divisions for statutory requirements. Perform tasks such as bank deposit, cross‑store support, and attend training and development classes as needed. Process complex sales transactions, including customer returns. Collaborate with store leadership to establish clear company vision and ensure team member engagement. Maintain regular in‑person attendance. Responsible for performance management (coaching, discipline, performance improvement plans, annual reviews), staffing, compensation and development of team members. Play a critical role in driving culture change efforts and change management processes. Perform other related duties as assigned. Key Competencies / Enabling Attributes Leading Your People: Effectively engage and inspire others to be proud members of Goodwill by modeling a positive attitude in all actions and interactions. Acquires and Retains Top Talent – Create and motivate the highest quality workforce to ensure Goodwill becomes a best‑in‑class organization. Fosters a Foundation of Trust – Establish an environment of trust and respect that inspires high engagement. Builds Diverse Partnerships – Develop strategic partnerships inside and outside the organization to support the Goodwill vision and brand. Leading Performance: Deliver high performance results through effective decision‑making, planning and execution to exceed customer expectations. Manages Performance and Results – Develop and execute plans that drive accountability for operational success. Makes Sound and Timely Decisions – Model managerial courage, business acumen and discernment to make sound decisions that positively impact business results. Surpasses Customer Expectations – Establish an attitude and commitment to “wow” the customer. Leading the Business: Possess the knowledge and expertise to lead the operations, deliver results, control budget and drive business growth. Applies Business and Financial Reasoning – Understand how the team’s performance and financials contribute to the success of the Goodwill Mission. Acts Strategically – Develop distinctive strategies to achieve competitive advantage and translate a strategic vision into specific objectives and action plans. Embraces Change and Innovation – Establish an environment that anticipates and embraces change. Qualifications High School Diploma, GED or equivalent work experience. One‑year work experience in Retail Management (preferred). One‑year customer service experience (required). Proficiency in Microsoft Office Suite. Ability to pass a background check and drug screen, where applicable. Proficiency in spoken and written English. Reasonable Accommodation Statement To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. Benefits Full‑time positions provide medical, dental and vision insurance, a retirement fund, professional development training, commuter benefits, a flexible healthcare spending account and a mental health and wellbeing employee assistance program in addition to a positive, growth‑oriented environment. EEO Statement Goodwill of the San Francisco Bay is an equal opportunity employer. Qualified individuals are considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, military status, age or genetic information. We will consider qualified applicants with arrest and conviction records in accordance with the San Francisco Fair Chance Ordinance. Individuals with a disability may be entitled to a reasonable accommodation under the Americans with Disabilities Act and/or state or local laws. #J-18808-Ljbffr