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Job Title

ADC Manager

Department

Operations

Team Leader

Director of ADCs

Status

Exempt

Mission Contribution:

To increase GMI’s capacity for service through Job Creation by leading, training, coaching, & mentoring the ADC Team Members to provide World-Class Customer Service and ensure the finest Donor Stewardship through the effective and efficient implementation of GMI SOPs and Guiding Principles leading to increased profitability.

Function:

Under the team leadership of the Director of ADCs, the ADC Manager is responsible for all ADC operations related to accepting & processing donations, jobs, training experiences while maximizing profitability in the ADCs. Will also contribute to the Donated Goods Training Team by using expertise in process flow to evaluate and modify GGC Processing Rooms for maximum efficiency and profitability.

Essential Responsibilities:

1. Ensures 100% donor and customer delight.

2. Manages and coordinates the application of an operational design which includes the processing of donations and on-site (GGCs) and off-site collection (ADCs). Ensures accurate donor counts.

1. Works with GGC TLCs to ensure that the collection, production, and internal distribution of donated products are properly integrated to achieve maximum profitability and leading to 100% customer delight.
2. Ensures appropriate staffing at the ADCs at all times. Assists recruiting and hire all ADC team members. Plans to cover ADC labor shortages.
3. Performs quality visits to ADCs on a regular basis covering loss prevention review, training, schedule review, image including proper Attendant attire, supplies and equipment, and proper donor greeting procedure following Goodwill’s Guiding Principles.
4. Proactively resolves all conflicts among collection, production, and distribution of donated products.
5. Works actively with the Senior Director of Transportation and Logistics and Post Retail Operations in testing and revising procedures and processes as appropriate.
6. Ensures a work environment for prompt, friendly, and courteous donor activities providing 100% Donor Delight.
7. Ensures appropriate equipment allocation within budgetary requirements for collection and processing of donated goods within ADC sites.
8. Ensures that loading and unloading of vehicles is performed utilizing sounds safety practices (i.e. lifting, use of equipment, etc.) and accidents are reported in a timely manner to the immediate supervisor.
9. Participates and reports ongoing ADC operation results in scheduled operational meetings.
10. Trains, coaches, develops, and manages performance of ADC team members resulting in maximum team synergy, efficiency and profitability.
11. Ensures the honesty and integrity of all team members, and their adherence to Goodwill Core Values, by modeling the way.
12. May be asked to participate in activities outside of Goodwill Memphis including Mission Development Services operations.
13. Performs other duties as assigned.

Abilities:

• Ability to develop and maintain effective working relationships with team leaders, team members, customers, donors and trainees.

• Ability to maintain a positive, friendly attitude and a neat, clean and well-groomed appearance.

• Ability to problem-solve and make decisions independently as required.

• Ability to seek out internal and external resources to accomplish desired results.

• Ability to read, write, communicate verbally and perform basic mathematical skills related to the job.

• Ability to effectively use computer applications, including electronic mail, word processing, spreadsheets, and other applications as determined appropriate by Goodwill.

• Ability to understand financial statements, sales reports, and other IS reports required to successfully operate the ADC and GGC system.

Training and Experience:

• Preferred: Minimum of five (5) years experience in nonprofit donated goods business, sales, or related field.

• Preferred: A Bachelors Degree in business, operations, or related.

Special Requirements:

• Must be willing to travel and spend considerable time on the road traveling throughout GMI territory.

• Complete related training, involving driver evaluation and operational requirements.

• Must possess a valid driver’s license, appropriate insurance coverage and a privately owned reliable means of transportation to travel throughout GMI territory to visit stores and locations as necessary.

• As with all direct reports, ADC Managers needs to be able to work evenings and weekends on a regular basis to fulfill his or her responsibilities.

CRITICAL PERFORMANCE FACTORS:

1. Donor # vs LY

2. Donor Value vs LY

3. Customer Service (10 second rule internal and external customers, smile, integrity of process and feedback)

4. Safety and Security (Risk program integrity, Drills, Processes adhered to, incident/ accident reports, site inspections)

5. Labor cost within budget

6. Retention (New Hire 90 day retention and annual retention vs LY)

7. Role Model Worker % of RFT TMs (# of Full Time TMs that are RMW/MA vs non-RMW by %) vs goal

8. Administration - Performance management, training, recognition comments and other amin. (zero overdue)

9. Quality of Work – (Attitude, sense of urgency, productivity, individual safety performance)

10. Image (ADCs, Team, and Signage)

11. Reporting – Team accurately reports equipment on hand, team member needs and donor counts

12. ADC Operations audit (includes operations and safety metric score)