Service Manager

Job Description

Job Summary:

This position reports to the Director of Service Management within the scope of the mission, guiding principles, values, ethics and strategic goals of Goodwill Industries of Northeast Iowa, Inc. The Service Manager position oversees the development of Goodwill employees through the direct supervision and development of employee and store performance goals. This position is responsible for implementing, monitoring, and analyzing Journey Maps, career plans, and researching and implementing alternative workforce development methods and strategies. This position fosters professional growth, operational efficiency, and long-term success by providing job coaching, crisis intervention and promoting a culture of trust, accountability, and continuous learning.

Duties and Responsibilities:

(Essential functions of the position are listed in bold print.)

• Direct supervision of hourly Donated Goods/Retail (DGR) employees.
• Delegates assignments to DGR employees under the direction of the Retail Store Manager and keeps them informed of changes in policy and trends. Directs, coaches and guides them in their work in order to help them attain individual growth and store goals.
• Demonstrates leadership by holding all team members accountable for established best practices and standard operating procedures.
• Ensures compliance with comprehensive training of job duties, policies and procedures, ethical codes of conduct, corporate compliance, etc .
• Evaluates performance and develops performance goals and/or takes corrective action when necessary.
• Ensures clear internal communication with store manager, supervisor and staff
• Fosters long-term learning, career growth, and skill development by incorporating a Journey Map to track the progress of employees that have an established career plan.
• Assist employees in identifying and overcoming barriers to successful job completion
• Develop, document, and monitor individual development plans, goals, and outcomes
• Provide job coaching and crisis management
• Complete daily case notes and ensure accurate data documentation
• Connect employees to internal and external resources as needed
• Conduct one-on-one meetings, job site visits, and educational in-services
• Reviews resumes and applications for vacant staff positions, conducts interviews, and makes hiring decisions.
• Reviews current and future program recommendations.
• Analyzes career plans to ensure quality standards and program outcomes are met.
• Reviews and evaluates the implementation and progress toward career plans’ goals are being met.
• Implements new workforce development methods and strategies and analyzes their effectiveness based on statistical documentation.
• Works collaboratively with all departments to maximize service opportunities and build trust, rapport and reinforce a culture of “we” rather than “us/them”
• Travel regularly to various worksites, including weekend evening hours
• Support agency-wide goals through performance tracking and strategic planning
• Completes all duties of the job and all work requirements.
• Models Goodwill’s core values, IMPACT. (Inspire Others, Mission First, People Matter, align with Community, Create Opportunity, Tell our Stories)

Qualifications:

• Bachelor’s degree in Human Services, or related field; 2 years of full-time paid employment providing services to persons may be substituted for each year of post-secondary education.
• A minimum of 3 years related full-time paid experience in Human Services or Retail. Management experience required. A master’s degree in Human Services or related field may be accepted as equivalent for 2 years work experience.
• Experience in goal writing, monitoring and assessing.
• Effective written and verbal communication skills.
• Ability to make business, social, or civic contacts.
• Computer proficiency.
• Strong coaching, mentoring, and performance development background
• Ability to handle and maintain confidential information.
• Possess a positive attitude and infect others with similar enthusiasm
• Loyalty to the agency and its mission and policies.
• Ability to maintain appropriate boundaries and professionalism
• Strong interpersonal, collaboration, and communication skills
• Willingness to work flexible hours including evenings and weekends
• Crisis intervention or behavioral support experience
• Reliable transportation, valid driver’s license, and automobile insurance required.
• Ability to use good judgment, discretion, and initiative.