SUMMARY:
The District Manager provides strategic leadership, operational oversight, and performance management for all retail stores within an assigned district. This role ensures consistent execution of organizational standards, drives operational excellence, and supports store leadership teams in achieving sales, service, and productivity goals. As a senior leader within the Retail Division, the District Manager plays a key role in shaping a cohesive, mission‑aligned retail environment and contributes to long‑term organizational planning and continuous improvement.
COMPETENCIES: Success in this role requires strong business acumen, strategic thinking, talent development, customer focus, operational expertise, and advanced analytical skills. Exemplifies the organizational values – Live Goodwill B.L.U.E.
ESSENTIAL DUTIES & RESPONSIBILITIES
OVERSEE THE DAILY OPERATIONAL NEEDS OF THE DISTRICT (60%)
District Operations Leadership
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Oversee daily operations across all stores, ensuring consistent execution of organizational standards and operational excellence.
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Lead districtwide planning, prioritization, and coordination of initiatives that support sales growth, customer experience, and efficiency.
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Conduct regular store visits to assess performance, ensure compliance, and provide coaching and corrective guidance.
Financial & Business Performance
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Own district level financial results, including revenue, labor management, expense control, and profitability.
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Analyze financial and operational data to identify trends, risks, and opportunities; develop action plans with Store Team Leaders.
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Ensure all stores meet or exceed budget expectations through effective planning, forecasting, and resource allocation.
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Prepare required reports and conduct quarterly business reviews with senior leadership.
Customer Experience & Community Engagement
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Champion a districtwide culture of exceptional customer service and mission aligned engagement.
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Support Store Team Leaders in coaching teams on service expectations and customer interaction.
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Address escalated customer concerns professionally and ensure timely, satisfactory resolution.
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Represent Goodwill of the Finger Lakes in community partnerships and district level events.
Sales, Merchandising & Marketing Execution
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Collaborate with Store Team Leaders to execute district level sales, merchandising, and marketing strategies.
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Monitor performance of promotions and programs, ensuring consistent execution and identifying opportunities for improvement.
Operational Efficiency & Process Improvement
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Lead implementation of new programs, systems, and operational processes across the district.
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Identify operational gaps and partner with cross functional teams to improve efficiency, productivity, and consistency.
Safety, Compliance & Loss Prevention
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Ensure all stores maintain a safe, clean, and organized environment for employees, customers, volunteers, and program participants.
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Hold Store Team Leaders accountable for enforcing safety practices and adhering to all policies, procedures, and regulatory requirements.
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Oversee districtwide safety training and ensure ongoing compliance.
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Monitor loss prevention trends and support stores in implementing corrective actions to reduce shrink and protect assets.
SUPERVISES EMPLOYEES IN ACCORDANCE WITH THE ORGANIZATION’S POLICIES AND APPLICABLE LAWS (40%)
Leadership, Oversight & Accountability
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Provide direct supervision to Store Team Leaders and indirect leadership to all store employees, volunteers, WEP workers, and program participants within the district.
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Ensure all team members understand and adhere to company policies, procedures, operational standards, and performance expectations.
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Establish clear daily, weekly, and monthly performance goals for each store and hold leaders accountable for achieving budgeted results.
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Delegate responsibilities effectively, prioritize district needs, and support Store Team Leaders in problem-solving and decision-making.
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Model Goodwill’s mission, values, honesty, and integrity, setting the standard for professional behavior, customer service, and workplace culture.
Talent Development & Succession Planning
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Coach, mentor, and develop Store Team Leaders to strengthen leadership capability, operational performance, and readiness for advancement.
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Identify high potential employees and support succession planning to ensure leadership depth across all stores and build a strong talent pipeline.
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Conduct performance evaluations for Store Team Leaders and guide them in evaluating and developing their teams.
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Partner with Store Team Leads and People Resources to address performance concerns, support employee development, and administer disciplinary actions when necessary.
Recruitment, Onboarding & Training
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Lead districtwide recruitment efforts to attract and hire strong, mission aligned store leadership and team members.
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Oversee onboarding and training programs to ensure new employees receive consistent, high-quality instruction and are set up for success.
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Conduct regular leadership meetings to keep teams informed, engaged, and aligned with organizational goals, initiatives, and expectations.
Workforce Planning & Staffing Management
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Oversee workforce planning and scheduling across all stores to ensure optimal staffing levels that support business needs and customer demand.
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Monitor labor utilization and staffing effectiveness, ensuring alignment with budgeted labor targets and operational requirements.
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Support Store Team Leaders in building flexible, capable teams that can adapt to changing business needs.
Culture Building & Team Engagement
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Foster a positive, inclusive, team-oriented culture across all stores, promoting collaboration, accountability, and continuous improvement.
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Reinforce Goodwill’s mission and values through daily interactions, leadership presence, and consistent communication.
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Ensure store environments support employee engagement, customer satisfaction, and community connection.
Financial Leadership
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Manage and control district level budgets, including labor, expenses, and revenue targets, ensuring financial accountability across all locations.
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Provide guidance to Store Team Leaders on financial decision-making, resource allocation, and operational efficiency.
ALL OTHER PROJECTS AS ASSIGNED BY SUPERVISOR
QUALIFICATION REQUIREMENTS:
To perform this job successfully, an individual must be able to demonstrate proficiency in meeting competencies required for position; able to perform each essential duty satisfactorily with or without reasonable accommodations. The requirements listed below are representative of the knowledge, skill and/or ability required.
EDUCATION AND EXPERIENCE:
Associate degree required, bachelor's degree preferred, or equivalent education and experience. Minimum 3 years of experience working in a retail environment with multi-units preferred. Minimum 2 years’ experience with E-Commerce listing/buying/selling practices and procedures preferred. Proficient in Microsoft Word, Excel, and Outlook.
LANGUAGE SKILLS:
Able to read and write reports, compile data as needed. Communicates effectively with others and provides essential customer service duties either verbally or written, through paper and digital methods.
REASONING ABILITY:
Able to define problems, collect data, establish facts, and draw valid conclusions. Able to interpret instructions furnished in written, oral or diagram form.
PHYSICAL DEMANDS:
While performing the duties of this job, the employee is regularly required to sit or stand for extended periods of time, work in multiple locations each week, and work extensively with computers. The employee will be required to frequently lift and/or move up to 5 – 20 pounds. The employee needs to have reasonable mobility.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee typically encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate. This position works within multiple retail settings and may be exposed to outside weather conditions between buildings and our offices, or through warehouse bays.
ADDITIONAL CONSIDERATIONS:
TRAVEL: Expected to report to multiple retail stores regularly throughout their week to connect and train store leadership and team members. May be expected to report to other locations outside of their assigned area periodically.
Goodwill of the Finger Lakes is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.
