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About the Role

The Key Holder supports the Store Manager in daily store operations and customer experience, modeling CARE service standards to elevate sales performance and training associates to achieve expectations. This role executes operational functions to brand standards and drives positive customer experiences in the Store Manager's absence.

Responsibilities

• Lead a high-performing, customer-first team.
• Coach and provide feedback to the team to ensure customers and donors receive the full CARE experience.
• Manage customer flow to ensure the best possible experience and customer engagement.
• Lead by example in delivering excellent customer service.
• Drive partnership on the selling floor between sales specialists and store associates.
• Develop and retain talented employees through in-the-moment coaching and feedback to the Store Manager.
• Resolve customer complaints and issues quickly, efficiently, and respectfully.
• Execute all operations in the absence of the Store Manager.
• Communicate business needs and ideas to elevate the business.
• Assist the Store Manager in driving brand loyalty by coaching the sales team on the Goodwill Rewards program and Mission.
• Follow and enforce company policies and procedures.
• Communicate product needs to the stock team to ensure efficient product flow to the floor.
• Ensure the selling floor is neat, clean, organized, and visually appealing.
• Ensure presentation of windows, displays, fixtures, and visual areas reflect current visual direction.
• Enforce company policies and procedures and support the leadership team.
• Report employee relations issues in a timely and effective manner, partnering with the Store Manager and HR.
• Assist the Store Manager in recruiting, training, and developing the team.
• Provide feedback to the Store Manager on employee proficiency and support training and development.
• Assist in ensuring the integrity of staff time and attendance.
• Ensure dress codes and uniforms are professional and adhered to.
• Enforce all company policies, procedures, and standards of operations.

Requirements

• Minimum 1+ year of experience in retail store supervision required.
• High School Diploma, equivalent, or combination of education and relevant experience required.
• Ability to work a flexible schedule based on business needs, including evenings, weekends, and holidays.
• Ability to handle multiple tasks in a fast-paced and deadline-oriented environment.

Skills

• Proven ability to drive and exceed individual and store results.
• Proven ability to build lasting relationships with customers and colleagues.
• Ability to adapt to and engage with different customers.
• Strong interpersonal and communication skills (verbal and written) with customers, sales leadership team, and colleagues.
• Demonstrated collaborative skills and ability to work well within a team.
• Ability to receive feedback and take action when appropriate.
• Accuracy and attention to detail.
• Ability to model Goodwill NYNJ CARE service standards.
• Ability to execute all operational functions to Brand standards.
• Strong understanding of the business.
• Thorough understanding of company policies and procedures.

Location

• New York
• Northern New Jersey

Work Type

• Full-time

Experience Level

• 1+ year supervisory experience

Education Level

• High School Diploma or equivalent

Benefits

• Generous Time off policy
• Health, wellness, and financial resources
• Robust health benefits including medical, dental, vision, parental leaves, and company-sponsored life insurance
• Retirement matching programs and contributions
• Transit and commuter benefits

About the Company

• Goodwill Greater New York and Northern New Jersey (GWNYNJ) believes that the power of work and sustainable fashion unlocks good in communities.
• For over 100 years, GWNYNJ has helped people get jobs, stay employed, and progress in careers across New York and Northern New Jersey.
• Believes that diversity drives innovation and strengthens the workplace.
• Committed to fostering an inclusive environment where all employees feel valued, respected, and empowered.
• Welcomes applicants of all backgrounds, identities, experiences, and abilities.
• Believes in creating space for everyone to do their best work and have individual and collective impact.
• Believes in challenging the status quo and setting ambitious goals to do more good.
• Believes that being your best self and helping others do the same brings their mission alive.

Equal Opportunity

• We believe that diversity drives innovation and strengthens our workplace. We are committed to fostering our inclusive environment where all employees feel valued, respected, and empowered to contribute fully. We welcome applicants of all backgrounds, identities, experiences, and abilities.
• We believe in creating space for everyone to do their best work and have individual and collective impact. We believe in challenging the status quo and setting ambitious goals in the name of doing more good. We believe that being your best self and helping others do the same is how we bring our mission alive. Even if you don’t think you meet all the qualifications listed for the job, we would love to hear from you!
• If you require a reasonable accommodation at any point in the application or interview process, or if you are unable to apply through our recruitment portal, please contact us at humanresources@goodwillny.org. We are happy to assist and ensure you have an equal opportunity to apply.