Job Description

Why work for Goodwill?

Goodwill Industries of Northwest North Carolina, Inc. (Goodwill) is a501(c)(3) nonprofit organization headquartered in Winston-Salem, NC. We employ more than 1,100 team members who are dedicated to our mission of providing employment and training services that help people find jobs and reach financial stability. With 51 retail stores, 28 career centers, and dozens of attended donation centers across a31-county territory, Goodwill isa complex enterprise offering a wide range of career opportunities.

At Goodwill, the work we do makes a difference in the lives of the individuals we serve and, in turn, in the community in which we live. Our business operations provide stability for our organization, which is not always enjoyed by nonprofit organizations solely funded by outside sources. Our employees enjoy excellent benefits and a unique work environment that is professional, fast paced, and fulfilling.

Our organization’s values shape our culture and guide our interactions with program participants, customers, and each other. Our shared commitment to Living the Mission; Promoting Teamwork; Driving Improvement; Taking Responsibility for Actions and Behaviors; and Respecting and Appreciating Others is what makes us successful and inspires us all that we do.

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Job Description

The Chief Operations Officer (COO) is responsible for the strategic development, direction, and operations of business enterprise of the organization and its affiliates. As a trusted advisor and business partner, the COO will provide strategic counsel to leaders in support of the organizational objectives

Key Responsibilities

• Provides strategic leadership and operational oversight for all aspects of Goodwill’s business enterprises with emphasis on all donated goods, retail, ecommerce, and related operations.
• Develops and implements a Donated Goods Retail plan, including annual objectives, gaps, training, safety programs, OSHA and CARF standards, policies, and procedures.
• Ensures safety and security best practice procedures are in place and tested regularly, and all facilities and equipment meet or exceed safety, maintenance, cleanliness and branding standards, and supports exceptional team member and client/customer experience.
• Effectively builds the leadership team in areas of responsibility. Ensures that recruiting, development, retention, and leadership continuity programs are in place and effective at all levels.
• Researches and shares the latest industry trends and best practices in a proactive manner, ensuring optimal performance of operations activities for the organization.
• Directs, develops, and implements the vision, culture, and strategy of operations-related programs, businesses, and resources in dependance of and in collaboration across the organization into actionable principles, values, and standards.
• Leads and implements short and long term strategic, operational plans and budgets. Including annual objectives, goals, gaps, training, safety, and process improvements in support of the organization’s mission, vision, values, and strategic plans.
• Develops and maintains tools, metrics and KPI’s for assessing progress toward goals and objectives.
• Effectively leads talent strategy in area of responsibility to ensure high-performing, high-growth and engaged
• Mentors and coaches direct reports (as leaders themselves) to assist and challenge them to think through their strategic and operational plans.
• Ensures profitability and achievement of financial goals through data, analysis of financial statements, on-site visits, production and sales reports, key performance indicators and other data points.
• Maintains compliance with all organization policies, standards, and practices.
• Works cross-functionally with all departments to identify cost savings initiatives and efficiencies to drive unit growth.
• Leads and/or sponsors cross-functional projects in alignment with the organizational strategic plan.
• Evaluates industry and business trends for potential impact on operations.
• Represents the organization at various community, business, and civic functions to increase general visibility and awareness of Goodwill programs, services, and enterprises.
• Other duties, as assigned.

Supervisory Responsibilities

• Directly supervises the Associate Vice President Retail Operations, E-Commerce and Regional Directors. Responsible for the overall direction, coordination, and evaluation of assigned departments.

Additional Responsibilities

• Provides leadership, direction, and support to one or more committees of the Board of Directors as requested by the President& CEO.
• Represents the organization in the community and within the region as requested by the President & CEO.

Education

• Bachelor’s Degree in Engineering, Business Administration, or related field, required. Master’s Degree in related field, highly preferred.

Qualifications:

• 10 years of leadership experience managing multi-unit retail, ecommerce, sales and/or service industry, required.
• 5 +years of corporate leadership experience in a large, complex, organizational structure.
• Proven sales leadership, with track record of increasing sales year over year through multiple revenue streams, sales while meeting payroll goals, with full P&L accountability.
• Ability to develop a culture of continuous improvement and data-driven decision making, leading to improved KPIs and customer experiences.
• Strong aptitude for developing and driving strategy, execution, and results.
• Demonstrates effective leadership and management skills, including coaching, performance management, training and developing leaders and team members.
• Strong leadership qualities and organizational effectiveness skills, essential.
• Demonstrated proactive approach and ability to influence and communicate at all levels, as well as cross-functionally.
• Exceptional communication skills that promote a free flow of information throughout the organization and demonstrates candor and openness when discussing major organizational initiatives.
• Strong project management skills reflecting an ability to manage shifting priorities and handle numerous time-sensitive projects with multiple deadlines.
• Comfortable challenging the status quo to make an impact and drive change management.
• Exceptional analytical and data gathering skills, logical decision making and troubleshooting skills with the ability to problem solve in a timely manner.
• Advanced knowledge of Microsoft Office, Outlook, PowerPoint, Word, and Excel.
• Strong customer focus and consistently performs with a sense of urgency.
• Travel is required.

Procedure For Candidacy

Goodwill Industries of Northwest North Carolina is an Equal Opportunity Employer. Candidates should submit a resume and letter of interest by August 22, 2025 for the most favorable consideration.

Nominations, expressions of interest, and applications will be treated with complete confidentiality and should be submitted to COOsearch@goodwillnwnc.org.

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