Job Summary: The Continuous Quality Improvement Coordinator at Horizon Goodwill Industries is responsible for advancing Quality initiatives and organizational effectiveness across all business units, including Donated Goods/Retail, Workforce Development, Business Services, and more. This role leads enterprise-wide improvement efforts that strengthen service delivery, operational efficiency, financial sustainability, and mission impact. Grounded in Horizon Goodwill’s mission of Removing Barriers to Social Mobility, the Continuous Quality Improvement Coordinator partners with leaders and frontline staff to design human-centered processes that promote dignity, equity, and opportunity through the power of work. This position plays a critical role in building internal capability for data-informed decision-making, Lean thinking, and continuous improvement across the organization. This role does not have direct supervisory responsibilities and leads through influence, facilitation, and coaching.
Essential Functions:
Enterprise-Wide Continuous Improvement Leadership
- Lead and sustain a culture of continuous improvement across retail stores, donation centers, business services, workforce development programs, and administrative operations.
- Identify and prioritize improvement opportunities that drive production, enhance revenue generation, strengthen mission outcomes, improve customer experience and employee engagement, and assist with overall financial performance.
- Partner with executive leadership to align improvement initiatives with strategic goals, community impact metrics, and organizational priorities.
Process Improvement & Performance Excellence
- Facilitate Lean and continuous improvement activities, including process mapping, 5S implementation, Kaizen events, production layout optimization, and standard work development.
- Partner with store leadership to improve back-of-house retail operations, including production flow, labor utilization, space design, safety, and throughput.
- Improve end-to-end processes such as donated goods flow, retail operations, production room setup, business services operations, and back-office operations.
- Develop and maintain visual management tools that support transparency, accountability, and learning at all levels.
Workforce Development & Human-Centered Design
- Ensure improvement efforts are accessible and aligned with Horizon Goodwill’s adaptive service delivery model.
- Engage management, frontline staff, and program participants in co-designing solutions that reflect real-world experience.
Change Management & Capability Building
- Leads improvement initiatives that may require changes to long-standing practices, roles, workflows, and performance expectations.
- Coach leaders, supervisors, and staff in continuous improvement tools, mindsets, and behaviors.
- Build internal improvement capability through training, facilitation, and mentoring.
Data, Reporting & Sustainability
- Defines success metrics for each initiative and ensures gains are sustained through standard work, visual controls, and leadership routines.
- Use qualitative and quantitative data to measure outcomes, track benefits realization, and ensure improvements are sustained.
- Prepare clear reports and presentations for leadership, boards, and cross-functional stakeholders.
- Ensure compliance with applicable regulations, accreditation standards, and funder expectations while improving efficiency and effectiveness.
Competencies
- Oral/Written Communication
Articulate thoughts and ideas clearly and effectively in written and oral forms.
- Critical Thinking/Problem Solving
Obtain, interpret, and use knowledge, facts, and data to make decisions and overcome problems.
Work within a team structure and can negotiate and manage conflict. Exhibit a positive workplace attitude that encourages advancement towards common goals.
Demonstrate personal accountability, effective work habits, and understand the impact of non-verbal communication on professional work image. Demonstrates integrity and ethical behavior, acts responsibly, and ability to learn from mistakes.
- Influence Without Authority
- Facilitation & Group Dynamics
- Conflict Navigation
- Psychological Safety & Adult Learning
- Operational Curiosity
Education and Experience
- Minimum of 2 years of experience in continuous improvement, performance excellence, operations, or quality management.
- Experience applying Lean, Six Sigma, or similar methodologies in nonprofit, healthcare, social services, retail, or multi-site environments.
- Demonstrated success leading cross-functional improvement initiatives with measurable outcomes.
- Demonstrate maturity and credibility working with multisite operational teams.
- Experience working in mission-driven organizations or social enterprises strongly preferred.
