REGIONAL SUPPORT MANAGER

The Regional Support Manager (RSM) is a critical, field-based role responsible for temporarily managing individual store locations during periods of transition, management vacancies, performance challenges, or new store openings. The RSM is assigned to one store at a time and provides operational continuity, staff supervision, and leadership support. This role is essential in ensuring that each store maintains alignment with Goodwill's operational standards, productivity goals, and mission delivery.

RSMs are also heavily involved in new store openings by supporting pre-opening production, setup, team onboarding, and process implementation. After the store opens, they remain on-site with the new management team for an assigned period to help stabilize early operations and provide mentorship. This position requires frequent travel both within and outside the assigned region and flexibility to work nights, weekends, and holidays.

Uphold a positive work environment that follows Goodwill's Amazing Customer Experience (ACE) culture, Values, and Mission in everything you do and every interaction you have with co-workers, clients, customers and management.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Provide hands-on leadership and coaching to store teams, serving as acting manager when needed to ensure continuity and performance. This duty is performed as needed.

2. Reinforce training, evaluate performance, and address staffing gaps to promote engagement, retention, and accountability. This duty is performed daily.

3. Provide onboarding, training, and ongoing support to new and existing team members. This duty is performed as needed. This duty is performed as needed.

4. Support all phases of new store openings, including planning, merchandising, inventory setup, and customer flow. This duty is performed as needed.

5. Remain on-site post-opening to support stabilization and ensure early success. This duty is performed daily.

6. Uphold and model ACE service standards and I-CARE values to ensure exceptional service to customers and donors. This duty is performed daily.

7. Train staff on ACE expectations and handle escalated concerns with professionalism. This duty is performed as needed.

8. Oversee daily operations, including sales, production, and customer service, to ensure smooth, compliant, and efficient performance. This duty is performed daily.

9. Conduct operational assessments to monitor KPIs, SOP compliance, safety, and labor management. This duty is performed daily.

10.Maintain store readiness through cleanliness, proper stock rotation, signage, and merchandising standards. This duty is performed daily.

11.Promote a culture of safety by monitoring environments for hazards, ensuring compliance with standards, and reporting issues promptly. This duty is performed daily.

12.Submit detailed reports to the Regional Director with operational observations, staff feedback, and recommended actions. This duty is performed weekly.

13.Perform any other related duties as required or assigned.