Goodwill Houston
Senior Manager of Attend Donation Center Operations
Department:
Donated Goods Program (DGP)
Reports to:
Vice President of Supply Chain & Logistics
FLSA Status:
Exempt
Mission Support Goodwill Houston (GWH) is leading change, connecting people, and advancing the future of work. We educate, train, and hire individuals with barriers to employment to help them thrive. We connect people, families, and communities to improve lives and meet today's and tomorrow's workforce needs. Powered, in part, by donations and retail customers, we change lives through the power of work.
Position Summary Oversee the strategic, financial, and operational responsibilities of GWH’s Attended Donated Center (ADC) department within the Donated Goods Program (DGP). Lead the ADC associates and management to ensure world‑class customer service and operational excellence. Translate corporate objectives into actionable plans and serve as the liaison between donated goods and senior leadership.
Essential Duties and Responsibilities
Develop and implement annual budgets, forecasts, donation‑volume targets, revenue per‑pound goals, payroll‑to‑budget percentages, transportation dwell time, and other financial metrics.
Provide strategic guidance and leadership to ADC Area Managers to ensure proper hiring, training, coaching, and performance management of the ADC teams in accordance with GWH policies, procedures, and G.R.A.T.I.S. service procedures.
Gratis
GREET
RECEIPT
ASSIST
THANK
INVITE
SORT
Establish, track, and continuously improve GWH key performance indicators (KPI).
Enforce and evolve standardized processes and drive continuous improvement initiatives.
Ensure safety, risk management, and compliance procedures are being followed, documented, and any necessary follow‑ups are completed according to GWH’s policies and procedures.
Collaborate with all other departments to improve donation flow, technology, staffing models, supply inventory, site appearance, and community outreach.
Perform regular site visits and audits to maintain safe, clean, organized, and donor‑focused operations.
Lead talent development, succession planning, fostering a culture of accountability, and promoting high performance within the donated goods operation.
Act as the liaison between field operations and senior leadership, providing clear, data‑driven updates and strategic recommendations.
Other duties as assigned by management.
Additional Responsibilities
Demonstrate professionalism, good judgement, and present a friendly, cooperative attitude.
Ability to multitask, make quick decisions, adapt to change, and work in a team‑oriented, fast‑paced environment.
Adheres to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.
Must be punctual and have dependable attendance and maintain an appropriate appearance.
Maintain a prominent level of confidentiality.
Must safely conduct work; maintain good housekeeping standards, have all aisles and pathways to fire exits clear and free from clutter.
Adheres to local, state, and federal laws and regulations.
Minimum Qualifications
A bachelor’s degree in supply chain, business administration, operations management, or a relevant field is preferred.
A master’s or advanced degree is a plus.
Minimum of eight (8) years of experience in progressive operations/supply chain leadership.
Minimum of five (5) years of experience in multi‑site management with high volume, donor‑facing, or retail/thrift operations.
Experience in leading large teams (150+) across multiple locations in a fast‑paced environment.
Excellent computer skills (proficient in Microsoft Office, POS/donation tracking systems, tablets (Supro), and inventory software platforms).
Excellent written, verbal communication, and presentation skills.
Ability to communicate and interact well with a variety of personality types.
Must have a valid driver’s license and reliable transportation.
Key Performance Indicators (KPI)
Donor count integrity and growth (Actual vs. Budget)
Transportation dwell time at ADCs
Payroll (Actual vs. Budget)
Team safety metric scores (95%+ per quarter)
Training and performance management (>95%)
Consistent execution of GRATIS behaviors in accurate donation counts and world‑class donor experience
Processing velocity (24‑hour rule)
Physical Requirements/Work Environment The ability to continuously stand/walk for the shift, frequently push/pull, occasionally bend/stoop/crawl/kneel/reach above shoulders, and climb a ladder. Able to lift up to 40 lbs. (fixture parts, cartons of product) and occasionally lift or move up to 100 pounds.
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Donated Goods Program (DGP)
Reports to:
Vice President of Supply Chain & Logistics
FLSA Status:
Exempt
Mission Support Goodwill Houston (GWH) is leading change, connecting people, and advancing the future of work. We educate, train, and hire individuals with barriers to employment to help them thrive. We connect people, families, and communities to improve lives and meet today's and tomorrow's workforce needs. Powered, in part, by donations and retail customers, we change lives through the power of work.
Position Summary Oversee the strategic, financial, and operational responsibilities of GWH’s Attended Donated Center (ADC) department within the Donated Goods Program (DGP). Lead the ADC associates and management to ensure world‑class customer service and operational excellence. Translate corporate objectives into actionable plans and serve as the liaison between donated goods and senior leadership.
Essential Duties and Responsibilities
Develop and implement annual budgets, forecasts, donation‑volume targets, revenue per‑pound goals, payroll‑to‑budget percentages, transportation dwell time, and other financial metrics.
Provide strategic guidance and leadership to ADC Area Managers to ensure proper hiring, training, coaching, and performance management of the ADC teams in accordance with GWH policies, procedures, and G.R.A.T.I.S. service procedures.
Gratis
GREET
RECEIPT
ASSIST
THANK
INVITE
SORT
Establish, track, and continuously improve GWH key performance indicators (KPI).
Enforce and evolve standardized processes and drive continuous improvement initiatives.
Ensure safety, risk management, and compliance procedures are being followed, documented, and any necessary follow‑ups are completed according to GWH’s policies and procedures.
Collaborate with all other departments to improve donation flow, technology, staffing models, supply inventory, site appearance, and community outreach.
Perform regular site visits and audits to maintain safe, clean, organized, and donor‑focused operations.
Lead talent development, succession planning, fostering a culture of accountability, and promoting high performance within the donated goods operation.
Act as the liaison between field operations and senior leadership, providing clear, data‑driven updates and strategic recommendations.
Other duties as assigned by management.
Additional Responsibilities
Demonstrate professionalism, good judgement, and present a friendly, cooperative attitude.
Ability to multitask, make quick decisions, adapt to change, and work in a team‑oriented, fast‑paced environment.
Adheres to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.
Must be punctual and have dependable attendance and maintain an appropriate appearance.
Maintain a prominent level of confidentiality.
Must safely conduct work; maintain good housekeeping standards, have all aisles and pathways to fire exits clear and free from clutter.
Adheres to local, state, and federal laws and regulations.
Minimum Qualifications
A bachelor’s degree in supply chain, business administration, operations management, or a relevant field is preferred.
A master’s or advanced degree is a plus.
Minimum of eight (8) years of experience in progressive operations/supply chain leadership.
Minimum of five (5) years of experience in multi‑site management with high volume, donor‑facing, or retail/thrift operations.
Experience in leading large teams (150+) across multiple locations in a fast‑paced environment.
Excellent computer skills (proficient in Microsoft Office, POS/donation tracking systems, tablets (Supro), and inventory software platforms).
Excellent written, verbal communication, and presentation skills.
Ability to communicate and interact well with a variety of personality types.
Must have a valid driver’s license and reliable transportation.
Key Performance Indicators (KPI)
Donor count integrity and growth (Actual vs. Budget)
Transportation dwell time at ADCs
Payroll (Actual vs. Budget)
Team safety metric scores (95%+ per quarter)
Training and performance management (>95%)
Consistent execution of GRATIS behaviors in accurate donation counts and world‑class donor experience
Processing velocity (24‑hour rule)
Physical Requirements/Work Environment The ability to continuously stand/walk for the shift, frequently push/pull, occasionally bend/stoop/crawl/kneel/reach above shoulders, and climb a ladder. Able to lift up to 40 lbs. (fixture parts, cartons of product) and occasionally lift or move up to 100 pounds.
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