Lead Associate - FT

Under the direct supervision of the Retail Store Manager, the Lead Associate plays a key leadership role in creating a positive, safe, and engaging store environment. This position is responsible for delivering outstanding customer service, modeling a high standard of professionalism, and motivating team members to perform at their best. The Lead Associate supports daily store operations across retail, all production departments, and donor services, and serves as the manager on duty in the absence of the Store or Assistant Manager. With a hands-on leadership approach, the Lead Associate guides, trains, and supports employees to achieve individual and team goals while ensuring a consistently excellent customer and donor experience and maintaining a safe and orderly workplace.

Monitor and ensure the quality of merchandise being brought to the sales floor meets company standards

Stock merchandise in the appropriate categories while maintaining a clean, organized, and shoppable sales floor

Maintain the overall order and appearance of the store, including straightening shelves, racks, and displays throughout the day

Demonstrate and direct a warm and welcoming store and donor experience

Deliver world-class customer service by assisting shoppers in locating items, answering questions, and creating a positive experience that encourages return visits

Support merchandising efforts by displaying items in a visually appealing manner and following scheduled rotation procedures to remove outdated goods

Ensure cleanliness, organization, and proper rotation throughout all areas of the store

Maintain tidy dressing rooms and return unpurchased items to their correct location on the sales floor promptly

Open and close the store as scheduled, following proper procedures to ensure safety and security

Crosstrain across departments and support both front-end sales functions and back-end production as needed

Maintain reliable and punctual attendance to support store operations and team morale

Demonstrate knowledge of sales and production targets and execute daily responsibilities to help meet or exceed weekly performance goals

Delegate tasks effectively and provide hands-on supervision and support to staff and volunteers throughout the shift

Participate in regular team meetings and required training sessions to stay aligned with organizational goals and expectations

Promote a culture of safety by following all safety protocols and reporting any incidents or concerns to leadership promptly

Adhere to all organizational policies and procedures, modeling professional behavior in alignment with Goodwill’s Guiding Principles

Assist in the onboarding and ongoing training of new and existing staff to ensure consistency and operational excellence

Support the Retail Store Manager and Assistant Manager in supervising employees and fostering a positive team environment

Accurately complete daily and weekly reports and submit required documentation through established systems and processes

Perform additional duties as assigned to support overall store performance and team success

Perform other duties as assigned

Handling Multiple Tasks World Class Customer Service* Clear Communication* Good Judgment and Discretion* Goal-Focused Leadership Willingness to Learn

While performing this job, the employee is exposed to weather conditions prevalent at the time, but works primarily indoors and/or at facility entrance; the noise level in the work environment is usually moderate While performing this job, the employee may be exposed to some hazardous waste dust and dirt Will possibly be working alongside and training best practices with others with social, mental, and emotional disabilities

Drive Goodwill’s mission by fostering relationships with donors and customers and maximizing store operations. Through careful stewardship of donated goods and a commitment to exceptional service, you contribute directly to funding Goodwill’s employment and training programs, helping individuals overcome barriers to employment.