operational support manager - Rogers, United States - Goodwill Industries of Arkansas

Description

Job Details

Level
Management


Job Location
5261 Rogers - Rogers, AR


Position Type
Full Time


Job Shift
Day


Operational Support Manager


GENERAL DESCRIPTION OF POSITION
The Operational Support Manager works with the leadership team and staff to execute store
operational objectives as they relate to supporting the annual operating plan. He or she has direct
responsibility for decision-making in areas involving customers, team members, operational issues,
business planning, priority setting, staff scheduling, team member performance appraisals, compliance
with company policies, and assisting the District Manager with any and all areas of the business. The
Operational Support Manager also supports and drives Goodwill's mission to help people prepare for,
find, and keep jobs, with an emphasis on finding employment.

Uphold a positive work environment that follows Goodwill's Amazing Customer Experience (ACE)
culture, Values, and Mission in everything you do and every interaction you have with co-workers,
clients, customers, and management. Duties include supporting the entire state. Requires frequent travel.


ESSENTIAL DUTIES AND RESPONSIBILITIES

• Staffs all open positions at the store with quality and productive employees. Delegates clear job

responsibilities and expectations. This duty is performed weekly.

• Assists in managing team members in goal setting and skills development. Provides feedback on

performance, attendance addresses concerns, and administers performance discussions as needed.
This duty is performed daily.

• Meets/exceeds production goals, revenue projections, and contribution targets for the store.

Monitors production and donations performance weekly and monthly. Provides monthly reviews to all
retail associates. Ensure all production and rotation quotas are met. This duty is performed daily.

• Plans, organizes and directs the activities of team members. Schedules employees with a focus on

controlling payroll costs and the needs of the business. This duty is performed daily.

• Provides a clean, fun, and safe environment for employees and customers. Provides the maximum

level of customer service to ensure repeat sales. This duty is performed daily.

• Maintain proper displays and merchandise presentation in accordance with standard operating

procedures. Adequately stocks and maintains the interior and exterior of the store in an attractive
manner. This duty is performed daily.

• Manages store loss control by monitoring customers and employees and reporting suspicious

activity to Loss Prevention. This duty is performed daily.

• Monitors sales, cash management, inventory control, store merchandising, and appearance.

Ensures that correct sales reports are submitted on a daily basis. This duty is performed daily.

• Maintains effective communication with support staff. Assists in the training and development of staff

and identifies opportunities to retain current staff. This duty is performed daily.

• Observes safety procedures and personnel policies and ensure compliance by employees,

community service workers, volunteers, and trainees. This duty is performed daily.

• Attends regular management meetings and relates information back to staff. Acts as a positive

role model for employees, trainees and customers in all respects of professional development. This
duty is performed daily.

• Ensures that the store opens on time and is properly staffed and operational during designated

hours of operation. This duty is performed daily.

• Onboards new employees and train on all required work processes, procedures and expected

standards of performance. Evaluates the efficiency and productivity of assigned team members by
establishing performance standards and objectives. This duty is performed daily.

• Assists Regional Operational Manager in developing operational plans to improve underperforming

stores. This duty is performed as needed.

• Perform any other related duties as required or assigned.

Qualifications


QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty mentioned
satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability
required.

EDUCATION AND EXPERIENCE
High school or GED, plus specialized schooling and/or on-the-job education in a specific skill area; e.g.
data processing, clerical/administrative, equipment operation, etc, plus 2 years related experience
and/or training, and 2 years related management experience, or equivalent combination of education
and experience.

COMMUNICATION SKILLS
Ability to read a limited number of words and recognize similarities and differences between words and
between series of numbers; ability to write and speak simple sentences as a means for basic
communication. ability to read and understand simple instructions, short correspondence, notes, letters
and memos; ability to write simple correspondence. ability to read and understand documents such as
policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; ability
to write routine reports and correspondence. ability to effectively communicate information and
respond to questions in person-to-person and small group situations with customers, clients, the
general public and other employees of the organization.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common
fractions, and decimals. Ability to compute rate, ratio, and percent and to prepare and interpret bar
graphs.

CRITICAL THINKING SKILLS
Ability to solve practical problems and deal with a variety of known variables in situations where only
limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or
diagram formats.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
Driver's License, Clean MVR
PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS
Not indicated.

SOFTWARE SKILLS REQUIRED
Intermediate: 10-Key, Alphanumeric Data Entry, Database, Human Resources Systems, Payroll
Systems, Spreadsheet, Word Processing/Typing

Basic:
Accounting, Contact Management, Presentation/PowerPoint

INITIATIVE AND INGENUITY

SUPERVISION RECEIVED
Under direction where a definite objective is set up and the employee plans and arranges own
work, referring only unusual cases to supervisor.

PLANNING
Considerable responsibility with regard to general assignments in planning time, method, manner,
and/or sequence of performance of own work, in addition, the organization and delegation of work
operations for a group of employees engaged in widely diversified activities.

DECISION MAKING
Performs work operations which permit frequent opportunity for decision-making of minor
importance and also frequent opportunity for decision-making of major importance; the latter of
which would affect the work operations of other employees and/or clientele to a moderate degree.

MENTAL DEMAND
Very close mental demand. Operations requiring very close and continuous attention for control of
operations which require a high degree of coordination or immediate response. Operations requiring
intermittent direct thinking to determine or select the most applicable way of handling situations
regarding the organization's administration and operations; also to determine or select material and
equipment where highly variable sequences are involved.
ANALYTICAL ABILITY / PROBLEM SOLVING
Directed. Supervisory and/or professional skills using structured practices or policies and directed as to
execution and review. Interpolation of learned things in moderately varied situations where reasoning
and decision-making are essential.

RESPONSIBILITY FOR WORK OF OTHERS
Carries out supervisory responsibilities in accordance with the organization's policies and applicable
laws. Responsibilities may include but not limited to interviewing, hiring and training employees;
planning, assigning and directing work; appraising performance; rewarding and disciplining employees;
addressing complaints and resolving problems.
Supervises a large group of employees who are engaged in similar activities.

Supervises the following departments:
RESPONSIBILITY FOR FUNDS, PROPERTY and EQUIPMENT
Regularly responsible for funds, building premises, inventory, or other property owned, controlled, or
leased by the organization and, in addition, may have temporary custody and responsibility of patron
property, which through carelessness, error, loss, theft, misappropriation, or similar action would result
in very important monetary losses to the organization. The total value for the above would range from
$1,000,000 to $10,000,000.

ACCURACY
Probable errors would not likely be detected until they reached another department, office or patron,
and would then require considerable time and effort to correct the situation. Frequently, possibility of
error that would affect the organization's prestige and relationship with the public to a limited extent,
but where succeeding operations or supervision would normally preclude the possibility of a serious
situation arising as a result of the error or decision.

ACCOUNTABILITY

FREEDOM TO ACT
Directed. Freedom to complete duties as defined by wide-ranging policies and precedents with mid
to upper-level managerial oversight.

ANNUAL MONETARY IMPACT
The amount of annual dollars generated based on the job's essential duties/responsibilities.
Examples would include direct dollar generation, departmental budget, proper handling of
organization funds, expense control, savings from new techniques or reduction in manpower.
Very small. Job creates a monetary impact for the organization up to an annual level of $100,000.

IMPACT ON END RESULTS
Moderate impact. Job has a definite impact on the organization's end results. Participates with
others in taking action for a department and/or total organization.

PUBLIC CONTACT
Regular contacts with patrons where the contacts are initiated by the employee. Involves both
furnishing and obtaining information and, also, attempting to influence the decisions of those persons
contacted. Contacts of considerable importance and of such nature, that failure to exercise proper
judgment may result in important tangible or intangible losses to the organization.

EMPLOYEE CONTACT
Contacts with other departments or offices and also frequently with individuals in middle level
positions; consulting on problems which necessitate judgment and tact in presentation to obtain
cooperation or approval of action to be taken. Also, important contacts with associates as required in
advanced supervisory jobs.
USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS
Regular use of complex machines and equipment (desktop/laptop computer and software, road and
production machines and equipment, driver's license/cdl, etc.)

WORKING CONDITIONS
Somewhat disagreeable working conditions. Continuously exposed to one or two elements such as
noise, intermittent standing, walking, pushing, carrying, or lifting. May involve some travel and/or work
is at times, in the evening or during the night hours.

ENVIRONMENTAL CONDITIONS
The following work environment characteristics described here are representative of those an
employee encounters while performing essential functions of this job. Reasonable accommodations
may be made to enable individuals with disabilities to perform essential functions.
While performing the functions of this job, the employee is regularly exposed to outdoor weather
conditions, occasionally exposed to wet or humid conditions. The noise level in the work environment
is usually moderate.

PHYSICAL ACTIVITIES
The following physical activities described here are representative of those that must be met by an
employee to successfully perform the essential functions of this job. Reasonable accommodations
may be made to enable individuals with disabilities to perform the essential functions and expectations.
Semi-repetitive, low physical. Semi-repetitive type work requires periods of concentration for varied
time cycles as prescribed by the tasks.
While performing the functions of this job, the employee is continuously required to stand, walk, use
hands to finger, handle, or feel, reach with hands and arms, talk or hear; frequently required to climb or
balance, stoop, kneel, crouch, or crawl, taste or smell; occasionally required to sit. The employee must
occasionally lift and/or move up to 10 pounds; frequently lift and/or move up to 50 pounds; regularly lift
and/or move up to 25 pounds. Specific vision abilities required by this job include close vision; distance
vision; color vision; peripheral vision; depth perception; and ability to adjust focus.


ADDITIONAL INFORMATION
Travel within the state of Arkansas. Frequent physical exertion and exposure to unfit donated goods.
Regular attendance at retail managers' meetings is required.

Additional Qualifications:
Retail and/or production management experience
Ability to lead teams
Entrepreneurial spirit/ownership thinking
Supervisory and fiscal responsibility
Excellent guest service skills
Teaching and Training abilities
Effective communication skills
Decision-making ability
Some computer knowledge is a plus
Must be able to interact cordially and productively with a variety of people.
Must be able to market Goodwill and explain the mission to the general public.
Must be able to read, write and communicate clearly in English.
Must establish and maintain effective relationships with supervisors, employees, and co-workers while
motivating them to their best performance.
Must be able to establish an effective schedule for employees within the allocated payroll. Must be
able to work a flexible schedule, on short notice, including holidays, nights and weekends and
frequently in excess of 40 hours a week, with a minimum of 45 hours per week.
Ability to function in a hectic work environment with occasional periods of high stress.
Must be able to take initiative and make decisions with little supervision.
Must observe and enforce safety policies in all phases of the operation.
Must have knowledge of fashionable women's, children's and men's clothing, as well as furniture and
household items.
Must be able to lift and carry objects weighing up to 35 pounds frequently and up to 50 pounds
occasionally.
Must be able to stand and walk for a prolonged period and to frequently bend, stretch and stoop.
Must have reliable transportation and drive to work on scheduled days.