Job Title: Chief Operating Officer (COO)
Department: Executive
Reports To: President and Chief Executive Officer (CEO)
FLSA Status: Exempt
Mission Support:
Goodwill Houston (GWH) is leading change, connecting people, and improving potential for the future of work. We educate, train, and hire individuals with barriers to employment to help them thrive. We connect people, families, and communities to improve lives and to meet the workforce needs of today and tomorrow. Powered, in part, by donations and retail customers, we change lives through the power of work.
Position Summary:
Oversees all aspects of GWH’s operational functions, including Donated Goods Retail (DGR) and new business development. Ensures each unit of the operation grows, thrives, and maximizes its contribution to the fulfillment of GWH’s annual budget, mission, and strategic plan.
Essential Duties and Responsibilities:
- Maximizes market penetration and profitability of retail operations, as determined by benchmark data available from Goodwill Industries International (GII).
- Ensures that DGR takes an active part in carrying out GWH’s mission by offering training and providing employment opportunities for program participants.
- Develop, implement, and execute both long-range and annual growth strategies that encompass real estate, donor development, talent planning and development, and financial performance optimization.
- Plan and adjust a transportation staffing model to meet business needs.
- Lead and advocate for performance excellence driven by a value-based culture that drives team member engagement, organizational performance, and customer satisfaction.
- Develops, implements, and monitors new business initiatives.
- Stays informed of community needs and opportunities for planning new business initiatives.
- Ensures the effectiveness, efficiency, and customer satisfaction of all new initiatives, with a measurement system that provides data useful to the operation.
- Develop and maintain productive relationships with business, social service, and government partners to maximize effectiveness in expansion fulfillment.
- Maximize the impact on the communities, both urban and rural, in GWH’s territory.
- Prepares an annual plan and budget and is accountable for achieving and/or exceeding goals while operating within the budget.
- Create and maintain a value-based workplace environment for all team
members.
- Supports and drives field alignment with organizational initiatives focused on providing a safe, clean, and positively engaged work environment.
- Cultivates an organizational culture steeped in accountability, performance excellence, and continuous improvement.
- Recruit, hire, manage, and evaluate all personnel in departments under his/her supervision.
- Collaborates effectively with the Executive Team, direct reports, and the Board of Directors in formulating and updating the strategic plan.
- Establishes and implements operational policies, procedures, and quality standards for all functions within the departments supervised.
- Forms and maintains meaningful partnerships and collaborates effectively with the Executive Team and the Board of Directors.
- Monitor operations execution to ensure CARF standards of compliance are met.
- Assures a workplace free from discrimination and harassment throughout supervised departments and takes prompt action, within GWH’s policies, to address such allegations or incidents.
- Performs other duties as assigned by the President/CEO and/or Board of Directors.
Additional Responsibilities:
- Demonstrates professionalism, and good judgment and presents a friendly, cooperative attitude.
- Ability to multi-task, make quick decisions, adapt to change, and work in a team-oriented, fast-paced environment.
- Ensures all data reports, funding applications, and other administrative documents are reviewed and edited.
- Adheres to all GWH Policies & Procedures, Loss Prevention & Safety Regulations, and GWH Guiding Principles.
- Must be punctual and have dependable attendance and maintain an appropriate appearance.
- Must safely conduct work, maintain good housekeeping standards, have all aisles and pathways to fire exits clear and free from clutter, and keep work areas neat and clean.
- Adheres to local, state, and federal laws and regulations.
- Must have a valid driver's license and liability insurance.
Minimum Qualifications:
- A bachelor’s degree and/or a minimum of ten (10) years of increasing responsibilities in executive-level roles is required.
- Areas of expertise: strategic planning, real estate acquisition, managing across complex operating systems.
- Experience maximizing multiple location footprints and managing budgets is required.
- Experience utilizing complex data sets to diagnose and improve operational issues and managing quality systems.
- Excellent computer skills (proficient in Microsoft Office).
- Ability to receive critical feedback and deal calmly and effectively with high-stress situations.
Key Performing Indicators (KPI):
1. Ethics and Integrity.
2. Managing with Vision and Purpose.
3. Interpersonal Savvy.
4. Business Acumen.
5. Decision Quality.
6. Ability to Manage through Systems.
7. Strategic Ability.
8. Action Oriented.
9. Drive for Results.
10. Financial performance.
11. Internal Process Quality.
12. Operational Efficiency.
13. Customer Satisfaction.
14. Strategic Alignment.
Physical Requirements/Work Environment:
- Ability to sit, stand, bend, and reach.
- Ability to lift, push, pull, up to, 25 lbs.
I understand this job description and requirements and that I am expected to complete all assigned duties. I understand that the job functions may change, and I may be transferred to another location at the discretion of Management.