Bench Store Manager

The Bench Store Manager is a store manager development and operational support role responsible for ensuring consistent retail performance across multiple Goodwill of the Finger Lakes locations. Serving as a flexible leader, the Bench Store Manager is assigned to stores experiencing leadership vacancies, business growth, new store openings, operational challenges, or temporary management absences. This role performs all functions of a Store Manager while preparing for permanent placement into a retail store leadership position.

The Bench Store Manager champions Goodwill's mission, drives operational excellence, develops talent, and delivers exceptional customer and donor experiences while adapting quickly to varying store environments. This position models Goodwill's BLUE Values: Be Trustworthy, Live a Culture of Belonging, Unleash Potential, and Embrace Collaboration.

Essential Functions

PEOPLE (40%)

Team Leadership and Development (25%)

• Provide leadership and oversight for assigned store teams, fostering a culture of accountability, engagement, and inclusion.
• Recruit, interview, hire, onboard, train, and develop team members in accordance with Goodwill policies and procedures.
• Coach and mentor Assistant Store Managers, Shift Leaders, and Team Members to achieve individual and store performance goals.
• Conduct performance discussions, evaluations, corrective actions, and recognition activities.
• Promote employee engagement initiatives and reinforce organizational values and workplace expectations.
• Maintain appropriate staffing levels by supporting workforce planning and succession development.

Customer, Donor, and Community Experience (15%)

• Ensure exceptional customer service and donor engagement across all assigned locations.
• Create a welcoming environment that promotes belonging for employees, customers, donors, volunteers, and program participants.
• Respond to customer concerns and service opportunities professionally and timely.
• Represent Goodwill positively in the community and support mission integration efforts within retail operations.

PROCESS (30%)

Retail Operations Management (20%)

• Assume responsibility for the overall operation of assigned stores, including temporary assignments, leadership coverage, and new store openings.
• Execute all store operating procedures related to donation processing, merchandising, inventory management, cash handling, safety, security, and loss prevention.
• Ensure compliance with Goodwill policies, OSHA requirements, company standards, and operational procedures.
• Maintain store readiness standards, visual merchandising expectations, cleanliness, and facility appearance.
• Utilize operational reports and dashboards to monitor performance and identify opportunities for improvement.
• Support transitions, operational stabilization efforts, and special retail projects as assigned.

Training and Organizational Support (10%)

• Learn and demonstrate best practices across diverse retail environments.
• Assist in onboarding, coaching, and developing newly promoted retail leaders.
• Support implementation of new initiatives, process improvements, technology enhancements, and operational changes.
• Participate in leadership development activities designed to prepare for permanent Store Manager placement.
• Serve as a change champion and resource for operational excellence initiatives.

PERFORMANCE (30%)

Financial and Business Results (20%)

• Achieve assigned sales, revenue, donation, production, and profitability goals.
• Manage labor utilization, payroll expenses, controllable costs, and operating budgets.
• Monitor key performance indicators (KPIs) and implement action plans to improve business results.
• Analyze operational trends and develop strategies to increase sales, donor acquisition, and productivity.
• Ensure responsible stewardship of organizational resources and assets.

Accountability and Continuous Improvement (10%)

• Drive a culture of performance, accountability, and continuous improvement.
• Identify operational challenges and implement solutions to improve efficiency and effectiveness.
• Evaluate store performance metrics and provide recommendations for enhanced results.
• Support district and organizational goals through collaboration, innovation, and strategic execution.
• Demonstrate flexibility and adaptability in rapidly changing business environments.

Education

• Associate degree preferred; equivalent combination of education and experience considered.
• Bachelor's degree in Business, Retail Management, Leadership, or related field preferred.

Experience

• Minimum three (3) years of progressive retail leadership experience required.
• Previous Store Manager, Assistant Store Manager, or comparable leadership experience preferred.
• Experience managing sales goals, labor budgets, staffing, employee relations, and operational performance required.
• Multi-location retail experience preferred.

Knowledge, Skills, and Abilities

• Strong leadership, coaching, and talent development skills.
• Knowledge of retail operations, merchandising, inventory management, and financial accountability.
• Ability to analyze performance metrics and make data-driven decisions.
• Strong communication, interpersonal, and conflict-resolution skills.
• Ability to adapt quickly to different teams, environments, and operational challenges.
• Proficiency with Microsoft Office and retail management systems.
• Demonstrated commitment to equity, and belonging.

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:

Goodwill of the Finger Lakes is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.