Store Operations Director

POSITION:

STORE OPERATIONS DIRECTOR

FLSA STATUS:

EXTEMPT

REPORTS TO:

REGIONAL OPERATIONS DIRECTOR

DIRECT REPORTS:
STORE MANAGERS AND ASSOCIATES

SUMMARY:

The Store Director (SD) oversees all operations at a designated store- including receiving, sorting, processing, pricing, storage, initial recycling, stocking, staging product, sales, customer communications, daily cash/POS management, supply ordering, store cleaning, preparing store for sales and promotions, and product rotation. Serves as the onsite leader to manage volunteer relations. Leads staff to achieve the Overflow mission- including hiring, performance reviews and coaching. Supports the Marketing team with customer marketing and social media efforts as needed. Supports Online Sales team with selection, processing and presentation of special price merchandise. Leads staff and volunteers to create a retail environment that is clean, cute, creative and uncluttered.

As a member of Overflow’s senior leadership team, the Store Director helps steward Overflow’s Mission, Core Values, Statement of Beliefs and Brand both internally and externally. The SD is expected to uphold Overflow’s Statement of Beliefs in principle, professional conduct, and personal practice. All Overflow staff are expected to maintain a positive, solution-oriented attitude in a flexible, physically-active, fast-paced and growth-oriented environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The following duties are normal for this position. These are not to be construed as exclusive or all inclusive. Other duties may be required and assigned.

1. Lead retail operations including deployment of staff and volunteers for daily tasks
   1. Setting the daily schedule and work priorities for the team, assigning staff to tasks (I.e. register, receiving, stocking, etc).
   2. Assuring an excellent experience for customers and donors, and handling customer concerns and complaints
   3. Handling volunteer concerns and setting volunteer work priorities
   4. Making requests for assistance to Regional Operations Director and other members of the leadership team when needed
2. Manage operational processes

1. Oversee and maintain OTS operations manual and pricing guide with the Regional Operations Director
2. Plan and monitor the day-to-day running of the business
3. Facilitate completion of all daily/weekly operational checklists
4. Lead and maintain customer service processes and policies
5. Train team (volunteers and staff) on all store processes and policies
6. Collaborate with team to continually improve all store processes and retail approach

1. Serve as a member of the Overflow leadership team

1. Support strategic and operational decision making for the Overflow stores and Online sales overall.
2. Collaborate with the leadership team to regularly evaluate and update as needed Overflow’s pricing standards and guidelines
3. Collaborate with the leadership team to regularly evaluate and update as needed Overflow’s overall operational processes and logistics. Seek ways to improve internal processes and the overall success of the organization.
4. Collaborate with Overflow leadership team to identify and develop new business and revenue opportunities.

1. Maintain store buildings- safety and store organization
   1. Facilitate completion of store safety checklists
   2. Communicate building maintenance issues to Senior Operations Director
   3. Complete requests for building repairs; as needed, oversee external maintenance and service contractors to complete needed repairs
   4. Lead store staff in pursuit of Overflow operational best practices
   5. Lead visual merchandising/product staging, collaborate with Director team and marketing team on branding initiatives
   6. Assure efficient processing of donations to pricing and the retail floor, or to recycling/disposal
   7. Collaborate with other store directors to direct transport of merchandise to meet store demand.
   8. Assure staff follow the Overflow Pricing Guide. Conduct regular pricing audits
   9. Lead retail staging and timing of seasonal merchandise rotations
   10. Collaborate with Director team for effective and efficient use of storage space
   11. Escalate significant issues to Regional Operations Director and Senior Operations Director.
   12. Strive to reduce inventory loss/theft; direct team in safety policies, managing disruptive or challenging customers, and interacting with law enforcement, as needed
       .
2. Manage operational goals, budget, and productivity
   1. Participate in annual budget development process as requested
   2. Facilitate operational team accountability for goals, budget and productivity expectations
   3. Pick up deposit bags and track cash reserves
   4. Manage assigned budget lines and purchase supplies
   5. Complete weekly data tracking with tools such as sales goals boards and operational scorecards
   6. Collaborate with Director team to create and grow operational revenue streams
   7. Collaborate with Director team to identify team to identify and operational process improvement opportunities
3. Hire, supervise and schedule operational team
   1. Communicate on-going volunteer needs to Regional Operations Director
   2. Create and publish weekly staff schedules; proactively work with staff on scheduling and time-off needs.
   3. Create and send weekly team announcements
   4. Lead hiring process for operational team vacancies
   5. Conduct staff reviews utilizing OTS review processes (annual and quarterly)
   6. Support team to complete daily huddles
   7. Lead monthly meetings with store managers to review performance goals, and priorities.
   8. Actively participate in weekly meetings with Director team
4. Foster a positive work environment
   1. Resolve conflict among operational staff and volunteers
   2. Provide support and encouragement to all staff
   3. Partner with Director team on annual volunteer appreciation event and staff appreciation ideas and events
   4. Lead a culture in which OTS values are known and practiced
   5. Work operational shifts in store as needed or assigned; work at least one 8- hour Saturday shift per month and one evening (to 8 PM) shift per month
   6. Champion OTS mission, values and processes
   7. Participate in community outreach activities/events as requested
5. Serve as an ambassador to OTS volunteers- creating an environment of appreciation for our volunteers while supporting volunteers to achieve the OTS mission
   1. Respond to day-to-day communication with volunteer regarding schedules
   2. Store operations- Provide day to day leadership for volunteers, coordinate and oversee volunteer groups and group projects, deploy volunteers strategically to assist with receiving, sorting, pricing, stocking purging activities
   3. Volunteer appreciation- develop and implement regular volunteer appreciation activities; assist in execution of annual volunteer dinner
   4. Communication- Communicate with volunteers with kindness, respect and appreciation

MINIMUM QUALIFICATIONS:

• High School diploma
• Three to four years experience in a retail, thrift or consignment environment preferred
• Supervisory experience preferred
• Commitment and adherence to Overflow’s Values’ profession of saving faith in Jesus Christ

ENVIRONMENTAL CONDITIONS:

Work is performed primarily in a retail thrift store environment. Exposure to varying temperatures in donation processing, storage, warehouse, and receiving areas. Occasional exposure to dust, odors, and used or donated items of varying condition. Various weather conditions from heat, cold, windy, rain and snow.

PHYSICAL REQUIREMENTS:

• Frequent climbing, stooping, kneeling, crouching, walking, reaching, talking, hearing, grasping and finger dexterity, repetitive motions.
• Ability to lift up to 50 pounds and 100 pounds in a team lift occasionally
• Sitting approximately 10 percent of the time.
• Standing approximately 40 percent of the time.
• Walking approximately 50 percent of the time.
• Requires the exertion of up to 10 pounds of force continuously.
• Up to 50 pounds of force infrequently to lift or otherwise move objects.

VISION REQUIREMENTS:

Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

EQUAL OPPORTUNITY EMPLOYER:

Overflow Thrift Store is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Overflow Thrift Store will provide reasonable accommodations to qualified individuals and encourages prospective employees and incumbents to discuss potential accommodations with the employer.

Overflow Thrift Store reserves the right to change this job description at any time.

MISSION:

Overflow is a community effort to care for people in need, locally and globally, through recycling and reselling clean, affordable goods.

VALUES:

Demonstrate the Fruit of the Spirit * Be Servant-Minded * Be Adaptable & Flexible * Empower Creativity * Be Inviting and Responsive