Regional Support Manager

Regional Support Manager

The Regional Support Manager (RSM) is a critical, field-based role responsible for temporarily managing individual store locations during periods of transition, management vacancies, performance challenges, or new store openings. The RSM is assigned to one store at a time and provides operational continuity, staff supervision, and leadership support. This role is essential in ensuring that each store maintains alignment with Goodwill's operational standards, productivity goals, and mission delivery.

RSMs are also heavily involved in new store openings by supporting pre-opening production, setup, team onboarding, and process implementation. After the store opens, they remain on-site with the new management team for an assigned period to help stabilize early operations and provide mentorship. This position requires frequent travel both within and outside the assigned region and flexibility to work nights, weekends, and holidays.

Uphold a positive work environment that follows Goodwill's Amazing Customer Experience (ACE) culture, Values, and Mission in everything you do and every interaction you have with co-workers, clients, customers and management.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Provide hands-on leadership and coaching to store teams, serving as acting manager when needed to ensure continuity and performance.
• Reinforce training, evaluate performance, and address staffing gaps to promote engagement, retention, and accountability.
• Provide onboarding, training, and ongoing support to new and existing team members.
• Support all phases of new store openings, including planning, merchandising, inventory setup, and customer flow.
• Remain on-site post-opening to support stabilization and ensure early success.
• Uphold and model ACE service standards and I-CARE values to ensure exceptional service to customers and donors.
• Train staff on ACE expectations and handle escalated concerns with professionalism.
• Oversee daily operations, including sales, production, and customer service, to ensure smooth, compliant, and efficient performance.
• Conduct operational assessments to monitor KPIs, SOP compliance, safety, and labor management.
• Maintain store readiness through cleanliness, proper stock rotation, signage, and merchandising standards.
• Promote a culture of safety by monitoring environments for hazards, ensuring compliance with standards, and reporting issues promptly.
• Submit detailed reports to the Regional Director with operational observations, staff feedback, and recommended actions.
• Perform any other related duties as required or assigned.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE

• High school diploma or GED required; associate or bachelor's degree preferred.
• Minimum of 2 years of retail management experience required.
• Previous experience in relief management or new store support strongly preferred.

CORE COMPETENCIES

• Leadership:
  Strong ability to influence, coach, and lead others under varying conditions.
• Communication:
  Clear, professional verbal and written communication; report writing required.
• Adaptability:
  Able to quickly adjust to different environments and manage through change.
• Analytical Thinking:
  Uses observations and data to assess performance and identify solutions.
• Decision-Making:
  Independently manage operations and resolve issues based on policy.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

Driver's License

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

• Ability to lift up to 50 pounds and perform physical retail duties.
• Frequent standing, walking, bending, and reaching.
• May be exposed to donation warehouse environments and inclement weather.
• Flexible availability required, including evenings, weekends, and holidays.

ADDITIONAL INFORMATION

• Must have reliable transportation.
• Must be available for frequent travel, including assignments outside the home region and overnight stays.
• Minimum of 45 hours per week.
• Attend retail management meetings and organizational training as required.