Goodwill Industries is seeking a hands-on, service-driven Lead, White Glove Service to oversee high-touch donation pickup experiences while leading and developing a dedicated team.
This role is ideal for a motivated leader who thrives in a fast-paced, physically active environment and is passionate about delivering world-class donor experiences, maintaining operational excellence, and supporting a mission that transforms lives.
As the Lead, White Glove Service, you will:
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Lead and coach team members to deliver exceptional, compassionate donor service
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Oversee White Glove donation pickups, including walk-throughs, packing, loading, and unloading
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Ensure proper handling and stewardship of all donated goods
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Maintain strong communication with donors, internal teams, and Goodwill locations
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Coordinate and schedule pickups, ensuring timeliness and efficiency
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Support training and onboarding of new team members
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Monitor and uphold safety, compliance, and loss prevention standards
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Conduct pre- and post-trip vehicle inspections and ensure equipment accountability
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Maintain accurate records, including donor database updates, reporting, and WESA system entries
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Assist with warehouse operations and logistics support when needed
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Resolve donor and team member concerns with professionalism and urgency
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Step into leadership responsibilities in the absence of the Team Leader Coach (TLC)
Required Qualifications
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High School Diploma or equivalent
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Leadership experience in a hands-on, operational, or service-based environment
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Strong organizational, communication, and problem-solving skills
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Ability to lead teams, delegate effectively, and hold others accountable
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Comfortable working in a physically demanding, fast-paced environment
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Basic computer proficiency (email, spreadsheets, systems)
Required Skills & Abilities
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Ability to safely pack, move, and transport household goods and furniture
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Strong customer service mindset with a focus on donor satisfaction
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Ability to work independently and make sound decisions in the field
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Valid driver’s license with a clean driving record
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Ability to operate a box truck or commercial vehicle
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Willingness to travel to multiple locations daily
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Availability to work evenings and weekends as needed
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Ability to lift up to 25 lbs regularly (40 lbs occasionally, with assistance for heavier items)
In this role, you will directly impact:
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Donor satisfaction and retention
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Efficiency and accuracy of donation pickups
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Safety and compliance standards
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Overall quality and value of donated goods
