The Assistant General Manager (AGM) is responsible for directing the daily operations, workflow and people management of the front and back of the store as a first-line supervisor in support of consistently achieving excellent store operations standards. This includes customer service, production, merchandising and flow, inventory control, housekeeping standards, safety and loss prevention. Responsible for overall store operations and supervision in the absence of the General Manager.
Responsible for delivering on the Goodwill 4P's : People, Production, Protect the Brand and Profitability
Essential Functions and Responsibilities
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Direct the daily workflow, productivity and operations of the front and back of store and work of all team members.
- Create an atmosphere of ongoing exceptional customer service for customer experience, employee experience and job applicant experience. Be a role model for customer service, a positive attitude, leadership, and professionalism.
- Ensure team members provide a high level of customer service , including :
Customers are acknowledged upon entry and when within 5 feet.
Cashiers are friendly, thanked for support of our mission, and asked to round up their ticket in support.Donors are greeted promptly and professionally, assisted, offered a tax receipt, thanked for mission support.All team members can tell the story of the mission of MoKan Goodwill.People First! Responsible for effective management of team members and volunteers if applicable :Assist with interviewing, hiring, and onboarding of new employees.
Train, Develop and Coach all team members in accordance with Goodwill policies for continuous improvement.Manage employee performance providing effective feedback and coaching as needed.Manage staff schedules, accurate time and attendance, and submit payroll and employee changes according to deadlines.Ensure staff dress code compliance and vests / ID badges are worn at all times.Drive engagement through recognition and MoKan recognition programs.Provide team member support through MoKan Goodwill benefits and mission.Ensure compliance to policies and procedures.Proactively and timely handle employee issue to resolution.Maintain all employee records as required.Oversee sales transactions, procedures, and cash management , bank deposits, and security of cash and keys.Responsible for directing production operations, efficiency and productivity , including ensuring process guidelines are followed, setting priorities and directing work assignments to achieve goals :Communicate daily expectations and production goals to drive results.
Quick placement of high-quality, processed goods to the sales floor.Work stations are properly set up to plan, functional and organized, stocked and staffed.Quality and pricing meet standards; quality checks are completed on each rack / cartDonation Bay / Area is kept clean and organized for safe flow of vehicles and unloading.Donations are properly sorted at the donation door.ECcommerce outbound goals and inventory.Responsible for ensuring the physical safety of the back room, sales floor and facilities, loss prevention and process flow guidelines are followed, and proactively and timely communicate all safety issues and concerns to ensure quick resolution.Complete required operational checklists and reports in a timely and efficient manner.Assist customers and handle complaints.Build effective relationships and communications with MoKan Goodwill support departments and resources.Attend meetings as scheduled.Other duties as assigned.Qualifications
The Assistant General Manager will be a proven leader with the following :
High school diploma or equivalent is preferred.Minimum of one (1) year experience in supervision.Experience with cash register operations, management experience preferred.Retail experience a plusAdvanced customer service and people skills including respect for all individuals and appreciation of diversity (customers, vendors, employees and job applicants).A positive, supportive attitude to staff and customers.Strong and effective communication skills with professional demeanor.Strong critical and analytical thinking skills with ability to exercise good judgment in decision making.Strong organization and multi-tasking ability.Strong commitment to mission of the organization.Basic math and computer skills.Ability to work a flexible, varied schedule with regular, predictable, reliable attendance as business demands dictate, including weekend and evening work.Must have reliable transportation.Work Environment
This job operates in a retail environment with merchandise displays and items available for purchase in inventory, donated goods retail store back rooms and office environment. This job utilizes normal office equipment, cashiering and cash handling equipment, warehouse equipment, and donated goods production and transformation equipment which may vary over time.
Physical Demand
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to communicate verbally and apply active listening skills. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. The employee must frequently lift and / or move items over 35 pounds frequently. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.
Position Type / Expected Hours of Work / Travel
This is a full-time position requiring a minimum of 45 hours per week.Work schedule will vary across Sunday through Saturday onsite at the assigned retail location.This position works a flexible schedule in support of the store opening, production, and closing operations including work on weekends and holidays to support retail locations open 7 days per week, 8am - 8pm.This position may require up to 25% travel within the MoKan region across retail locations, meetings and events, and Mission Support Center.
