Job Details

Job Summary

The Retail Lead supports daily retail operations by promoting excellent customer service, efficient front-end operations, and a welcoming shopping environment consistent with HOT Goodwill's mission and values.

Store Level Assignment

Retail Lead levels(RL I & II) are determined by the volume, staffing, and operational complexity of the assigned store. All Retail Leads are expected to perform the full scope of responsibilities outlined in this job description.

The assigned level reflects the scale and complexity of the store environment andaligns with established pay bands within the HRIS system. It does not represent differences in core job duties or decision-making authority.

Key Responsibilities

The following duties are representative of the essential functions of this position. Additional duties may be assigned as operational needs require.

Customer & Donor Experience

• Ensures excellent customer service is consistently provided to shoppers and donors by fostering a clean, welcoming, and supportive store environment.
• Coaches retail associates to consistently demonstrate customer service standards, including greeting customers, offering assistance, and expressing appreciation to shoppers and donors.
• Supports a positive shopping experience by assisting with customer concerns and escalating issues appropriately when needed.

Front-End Operations & Cash Handling

• Accurately performs register transactions and front-end operational procedures including opening and closing registers, verifying start funds, preparing deposits, and maintaining proper cash controls.
• Ensures tills, deposits, and company assets are properly secured in accordance with company policies and procedures.

Store Operations & Merchandising

• Supports efficient product flow from production to the sales floor to maintain merchandising and operational standards.
• Ensures merchandise rotation, recovery, fitting room organization, and front-end cleanliness standards are consistently maintained.
• Assists in maintaining merchandising standards, organization, signage, and overall store appearance.
• Helps identify operational concerns and communicates opportunities for improvement to store leadership.

Team Leadership & Workforce Support

• Supports the training, coaching, and daily guidance of retail associates and program participants in partnership with store leadership.
• Provides feedback to store leadership regarding employee performance, customer service, and operational effectiveness.
• Models professionalism, accountability, and respectful communication in all interactions consistent with HOT Goodwill's values.
• Works various shifts, including evenings and weekends, as assigned.

Compliance & Reporting

• Completes assigned operational and departmental paperwork accurately and timely.
• Safeguards company equipment and property, including donated goods. Reports incidents involving damage, misuse, theft, fraud, waste, or unauthorized possession of company property.
• Communicates effectively and appropriately with all levels of store leadership.
• Performs other duties as assigned consistent with operational needs and HOT Goodwill's organizational goals.

Supervisory Duties

The Retail Lead provides day-to-day operational support and workflow guidance to retail associates and program participants in partnership with store leadership.

Leadership Competencies

Leadership Competency

Team, Departmental, Corporate Leader

OUR TEAM

Emotional Maturity and Respect

Thinks about how their actions affect others and acts accordingly. Manages personal emotions and escalates sensitive issues to the appropriate level of management.

Integrity

Can be counted on and trusted; models professional ethics by acting honestly and with consistency.

Capacity for Change and Innovation

Open to new ideas and ways of doing things; contributes ideas collaboratively to improve processes or programs.

Interpersonal Skills

Builds relationships and works well with others; listens to understand and responds appropriately.

Commitment to Development and Empowerment of Self and Others

Completes required training and pursues continuous growth on the job; supports others in becoming self-sufficient and reaching their potential.

OUR COMMUNITY

Commitment to Goodwill's Mission, Vision, and Values

Actions are consistent with Goodwill's Mission, Vision, and Values. Reinforces mission and values with team members and the community.

Commitment to Diversity, Equity, and Inclusion

Works effectively with people of different backgrounds, experiences, and perspectives. Champions inclusion in the store environment.

Community and Service

Demonstrates genuine interest in helping others and making a difference in the community through day-to-day work.

OUR GROWTH

Commitment to Excellence and Customer Service

Consistently meets goals and delivers outstanding service to customers, donors, and program participants.

Business Acumen

Makes sound decisions by interpreting information accurately and applying learning effectively across situations.

Stewardship and Accountability

Takes care of company property and takes responsibility and ownership of personal actions and outcomes.

Qualification Requirements

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

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• A criminal background check is required; consideration will be given to applicants with criminal histories in accordance with applicable law.
• Must be willing to accept instructions and carry them out with minimal supervision.
• Must be able to work cooperatively with others.
• Must be able to identify potential problem areas and implement procedures to reduce their impact on store operations and HOT Goodwill.

Education and/or Experience

Minimum Requirements

• High school diploma or equivalent required.
• Experience in retail, including supervisory or team lead responsibilities.
• Experience working with people of diverse backgrounds and experiences.
• Demonstrated ability to assist in managing daily store operations, including inventory, merchandising, and staffing.
• Experience coaching and supporting team members to achieve performance goals.
• Familiarity with loss prevention, safety procedures, and adherence to company policies.
• Strong problem-solving and customer service skills, including the ability to handle escalated customer or operational issues.
• Ability to support administrative tasks, scheduling, and achievement of store performance objectives.

Knowledge, Skills, and Abilities
• Ability to follow written and verbal instructions.
• Strong organizational skills and attention to detail.
• Ability to work effectively both independently and collaboratively.
• Strong customer service and communication skills.
• Ability to complete assignments accurately and on time.
• Ability to read and interpret safety rules, operating instructions, procedural manuals, and reports.
• Ability to accurately handle financial transactions and maintain cash accountability.

Core Competencies

• Customer Service Excellence
• Front-End Operations
• Cash Handling & Accountability
• Teamwork & Collaboration

• Communication & Interpersonal Skills
• Problem-Solving & Critical Thinking
• Merchandising Support
• Time Management & Prioritization
• Professionalism & Integrity

Physical Demands

The physical demands described below are representative of those that must typically be met to successfully perform the essential functions of this job.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is typically required to:

• Stand and walk for extended periods, with frequent bending, twisting, reaching, and use of hands and arms throughout the shift.
• Regularly lift and carry up to 30 pounds; occasionally lift and carry up to 50 pounds.

Work Environment

The work environment characteristics described below are representative of those an employee typically encounters while performing the essential functions of this job.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

The employee regularly works in a retail store environment and is exposed to airborne particles (including dust and lint from donated goods). The noise level ranges from quiet to very noisy depending on customer volume and operational activity. The employee may work varied shifts, including evenings and weekends.

Discrimination Reports

It is the policy of Heart of Texas Goodwill to ensure equal employment opportunity in accordance with all state and federal regulations and guidelines. Employment discrimination against employees and applicants due to race, color, religion, sex (including sexual harassment), national origin, disability, age (40 years old or more), military status, or veteran status is illegal. Any employee who believes they have been discriminated against may file a complaint with the Compliance Officer.

Point of Contact: Compliance Officer 1700 S New Road, Waco TX 76711 254-753-7337 ext. 450 hr@hotgoodwill.org