Director of Retail Operations

Job Location

Lifsey-Retail Headquarters

Job Summary:

Provides strategic leadership and operational oversight for Goodwill Industries of Middle Tennessee’s Donated Goods Retail (DGR) division, driving financial performance, operational excellence, and a consistent customer and donor experience across all store locations. This role is accountable for results through a leader-of-leaders model—setting the direction, building the operating system, and driving execution through Regional Directors and District Managers.

This role does not directly manage day-to-day store operations; instead, it is accountable for performance through a structured field leadership model, standardized operating systems, and disciplined performance management routines.

The Director leads with a clear vision and strategy for retail excellence, challenges the status quo, and drives enterprise-level changes through coaching, alignment, and accountability across field leadership.

This position has direct responsibility for the profit and loss of retail store operations. The Director translates organizational priorities into a clear operating vision and actionable plan (priorities, timelines, performance targets, and accountability routines), uses data to diagnose opportunities and risks, and ensures consistent standards and execution across the territory through Regional Directors and District Managers.

The Director of Retail Operations will promote a positive work environment that celebrates our vision, mission, and core values of Teamwork, Respect, Uprightness, and Empowerment in every action and interaction with team members, donors, customers, management, and persons served.

Job Description

Essential Functions

• Sets the retail operating vision and multi-site strategy to maximize revenue, profitability, and mission impact; produces and communicates a written operating plan/roadmap (priorities, targets, owners, and timelines) executed through Regional Directors and District Managers.
• Leads retail performance through Regional Directors and District Managers by setting standards and expectations and holding leaders accountable for staffing, merchandising, inventory control, pricing, customer service, store routines, and performance commitments.
• Builds a high-performing leadership team and culture of accountability, coaching leaders to deliver results while modeling Goodwill’s mission and values.
• Builds and promotes a culture of high performance and continuous improvement that values training, teamwork, communication, and a commitment to excellence.
• Establishes KPIs and leads a weekly/monthly business review cadence to evaluate performance, identify root causes, and drive timely countermeasures and continuous improvement.
• Leads change management for enterprise retail initiatives by aligning stakeholders, ensuring adoption, and sustaining execution through Regional Directors and District Managers and established operating routines.
• Leads talent strategy for retail leadership roles (selection, onboarding, performance management, and succession planning); hires and develops the best talent for the organization.
• Designs, standardizes, and scales operational processes and tools (training, SOPs, audits, and routines) to improve efficiency, service quality, and consistency across all locations.
• Leads new store openings and major transitions by establishing launch readiness standards, governance, and cross-functional coordination, ensuring execution and post-open stabilization through Regional Directors and District Managers.
• Anticipates long-range operational and talent needs; develops plans to ensure the right structure, capabilities, and leadership coverage to meet future growth and performance goals.
• Partners across the organization (Mission, Finance, HR, Marketing, Facilities, Loss Prevention, IT, and Support Services) to influence enterprise decision-making, align retail strategy with organizational priorities, and deliver a financially sound business and a high-accountability culture.
• Establishes and enforces retail standards and controls (store conditions, donation flow, merchandising, pricing, labor routines, and customer/donor experience) using training, audits, and coaching to ensure consistency across locations through field leadership and standardized operating mechanisms.
• Identifies, prioritizes, and leads new donation and retail initiatives and business opportunities, ensuring clear scope, resourcing, timelines, and measurable results through cross-functional coordination and field leadership execution.
• Ensures compliance with all company policies and procedures and applicable legal requirements across retail and donation operations.
• Identifies operational risk and drives safe, compliant practices related to safety, labor, and asset protection through established controls, audits, and leadership accountability.
• Other duties as assigned. 

Minimum Qualifications

Required Skills

Education

• Bachelor's degree in business administration, Retail Management or related field .  
• A combination of education and experience may be accepted in lieu of the required education. 

Experience

• 7+ years of progressive leadership experience with significant multi-unit oversight. Proven track record of managing and growing retail operations; donated goods and/or nonprofit experience preferred.
• Proven ability to improve underperforming multi-unit locations by diagnosing root causes, setting clear priorities, and driving sustained performance through field leadership.
• Demonstrated experience creating and executing strategic plans to drive growth and improve operational performance.
• Experience with near-term and long-range planning, goal setting, and disciplined implementation. 
• Knowledge of and experience with budgeting and financial analysis; demonstrated ability to build cross-divisional partnerships to deliver results. 
• Demonstrated ability to identify operational gaps and opportunities and address them through training, process improvements, and change leadership.

Knowledge and Skills

• Results oriented and driven to achieve and exceed goals.
• Strong written and oral communication skills, including the ability to communicate effectively with all levels of management and employees.
• Strategic mindset with the ability to set priorities, make difficult decisions, and drive tradeoffs in support of organizational goals.
• Strong leadership skills, including the ability to coach and develop leaders, influence across functions, and drive accountability through a leader-of-leaders model.

Certifications and Licenses

• Must have a valid Tennessee Driver's License while maintaining a good driving record and appropriate insurance.