Job Details

Customer Service Manager

Goodwill San Francisco Bay

Overview

Responsible for overseeing, leading, and achieving sales floor goals for Goodwill San Francisco Bay. Directs all aspects of daily operations, leads teams, and drives business results. Key responsibilities include building, leading, and retaining motivated, high‑performing teams through effective leadership of Retail Sales Associates.

Essential Duties and Responsibilities

• Executes retail operations plan to achieve daily, monthly, quarterly, and yearly goals for profit, revenue, and production.
• Makes decisions on matters relating to the day‑to‑day retail operation within defined work area.
• Conducts new goods inventory and ensures proper reporting.
• Reconciles and balances all daily paperwork.
• Ensures team members deliver excellent customer service to donors and customers.
• Works to de‑escalate customer situations while finding an appropriate solution and involving upper management as needed.
• Maintains day‑to‑day operations of the store, meeting team member and customer needs.
• Ensures store locations are clean, well‑kept, and reflect the Goodwill brand.
• Transfers to different stores for business needs.
• Oversees and maintains daily maintenance, custodial duties, and floor standards.
• Provides regular mentoring and training to develop skills of Retail Sales Associates.
• Ensures compliance with all policies related to Security, Health, and Safety, coordinating with Goodwill divisions as needed.
• May perform tasks such as dropping off bank deposits, helping at other stores, and attending training classes.
• Processes complex sales transactions, including customer returns.
• Collaborates with store leadership to establish clear company vision and ensure team member engagement.
• Maintains regular attendance in person.
• Responsible for performance management (coaching, discipline, performance improvement plans, and annual reviews) and staff development.
• Provides training and coaching to develop skills of team members.
• Plays critical role in driving company culture change and change management processes.
• Performs other related duties as assigned.

Key Competencies/Enabling Attributes

• Leading Your People: Effectively engages and inspires others to become proud members of Goodwill.
• Acquires and Retains Top Talent: Motivates a high‑quality workforce.
• Fosters a Foundation of Trust: Establishes an environment of trust and respect.
• Builds Diverse Partnerships: Develops strategic partnerships inside and outside the organization.
• Leading Performance: Delivers high performance results through effective decision‑making.
• Manages Performance and Results: Drives accountability for operational success.
• Makes Sound and Timely Decisions: Makes confident, business‑savvy decisions.
• Surpasses Customer Expectations: Commits to “wow” the customer.
• Leading the Business: Leads operations, drives results, controls budget, and grows the business.
• Applies Business and Financial Reasoning: Understands financial impact of team performance.
• Acts Strategically: Translates vision into specific objectives and plans.
• Embraces Change and Innovation: Creates an environment that anticipates and embraces change.

Minimum Qualifications (Education, Experience, Skills)

• High School Diploma, GED, or equivalent work experience.
• One year of work experience in Retail Management (preferred).
• One year of customer service experience (required).
• Proficient in Microsoft Office Suite.
• Ability to pass a background check and drug screen, where applicable.
• Ability to speak and read English proficiently.

Physical Requirements

• Must be able to frequently lift/carry/push/pull at minimum 20 lbs.
• Must be able to occasionally lift/carry/push/pull up to 50 lbs.
• Must regularly stand, walk, sit, handle items, reach outward, reach above shoulder, climb, crawl, squat, kneel, and bend.

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

• $20.18 hourly
• Medical, Dental & Vision Insurance
• Retirement Fund
• Professional Development Training
• Commuter Benefits
• Flexible Healthcare Spending Account
• Mental Health & Wellbeing Employee Assistance Program

Job Details

• Exemption Status: Non‑Exempt
• Position Type: Full time
• Travel Requirements: May travel to different sites as needed
• Job Shift: Varies

Salary Information

$20.18 hourly.

Compliance Statement

San Francisco Fair Chance Ordinance: We will consider for employment qualified applicants with arrest and conviction records.

Seniority Level

• Mid‑Senior level

Employment Type

• Full‑time

Job Function

• Other

Industries

• Civic and Social Organizations