Position Summary: This role plays a key leadership role in ensuring smooth and high-performing front-of-house operations. This position directly oversees retail staff and daily operations with an eye toward delivering exceptional customer service, driving sales, and upholding LISTEN's mission. The Retail Operations Leader works in close partnership with the Senior Store Manager to implement storewide strategies, optimize staffing, maintain financial controls, and foster a mission-centered, inclusive team culture.

Responsibilities

Retail Strategy & Operational Excellence

• Support the Senior Store Manager in achieving daily and long-term sales goals through effective planning, staffing, and execution.
• Ensure effective use of the store's Point of Sale (POS) system, including troubleshooting minor issues, training staff on system use, and coordinating with tech support or vendors when needed.
• Monitor and maintain retail technology and tools (e.g., POS, scheduling systems, signage) to support operational efficiency and enhance the customer and staff experience.
• Oversee daily cash handling, register reconciliation, and ensure bank deposits and financial records are accurate and compliant with organizational procedures.
• Monitor sales trends and customer feedback to propose strategies for improving revenue, customer experience, and operational efficiency.

Customer Experience & Visual Merchandising

• Model and reinforce high standards for service, responsiveness, and store presentation.
• Supervise and support retail staff in implementing effective merchandising plans that promote product visibility, seasonal themes, and inventory rotation.
• Ensure product flow from donation intake to the sales floor is timely, well-organized, and aligned with pricing standards.

Team Leadership & Staff Development

• Provide daily leadership, supervision, and coaching to the retail team, including Senior Retail Associates, Associates and Volunteers.
• Oversees staff scheduling, participates in hiring decisions, and completes performance evaluations and feedback.
• Facilitate onboarding and continued training to build staff operational capabilities in customer service, sales, compliance, and safety.

Store Oversight & Safety

• Ensure all store safety protocols are followed and that the retail floor remains clean, accessible, and hazard-free.
• Perform opening and closing procedures and act as the manager-on-duty in the absence of the Senior Store Manager.
• Collaborate with the Donations Center Leader to maintain consistent inventory flow and alignment across departments.

Community Engagement, Volunteer Integration & Mission Alignment

• Promote LISTEN's mission by actively participating in seasonal sales events, outreach campaigns, and community initiatives that engage shoppers and donors alike.
• Support the effective integration of volunteers into daily operations by providing guidance, support, and recognition to ensure a meaningful and productive experience for all.
• Foster a culture of inclusivity, service, and respect, both within the team and in interactions with the wider community.
• Collaborate with other LISTEN program areas to ensure the retail operation is aligned with broader organizational goals, including providing low- and no-cost goods to community members in need.

Other Duties

• Attend staff meetings and training sessions.
• Drive seasonal sales events, promotions, and community engagement efforts.
• Perform other tasks as assigned.

Qualifications

• High school diploma or equivalent required; associate's or bachelor's degree in business, retail management, or related field preferred.
• 3+ years of progressive retail experience, with at least 1–2 years in a supervisory or team leadership role.
• Demonstrated ability to lead and motivate a diverse team in a high-volume, customer-facing environment.
• Strong skills in cash handling, point-of-sale (POS) systems, and daily financial reconciliation.
• Knowledge of visual merchandising best practices and experience driving sales through product presentation.
• Exceptional customer service orientation, with the ability to handle conflict or complaints with professionalism and empathy.
• Experience with staff scheduling, training, and performance management.
• Strong problem-solving, time management, and organizational skills.
• Comfortable working in a mission-driven environment and committed to LISTEN's values of equity, community support, and service to others.
• Experience working with or supervising volunteers is a plus.
• Ability to stand for extended periods, lift up to 50 lbs, and work weekends as part of a rotating schedule.

Position Title: Retail Associate

Classification: Non-Exempt/Full-Time

Pay: $16.11

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. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

Cognitive Skills: Ability to read, write, and verbally communicate effectively and professionally with coworkers and donors. The employee is frequently required to use written communication and is occasionally required to use math skills. Ability to diplomatically deal with difficult situations and people, while exhibiting a consistent level of professionalism.

Physical Demands : While performing the duties of this job, the employee is constantly required to be on their feet, walking and standing. The employee is frequently required to reach, handle (hold, grasp, turn, or otherwise work with hand or hands), finger (picking, pinching, fine manipulation). The employee is occasionally required to bend, squat, climb stairs, push, and pull. The employee is rarely required to crouch, kneel, crawl, balance, twist, stretch and sit. The employee is frequently required to lift and/or move between 25-50lbs and minimally required to lift and/or move between 50-100+lbs.

Work Environment: While performing the duties of this job, the employee may be continuously exposed to noise and will occasionally be exposed to fumes (cleaning solutions) and dust (from sweeping and dusting). The employee will also experience various seasonal temperatures while working with donors bringing their donations from outside to inside the sorting area. The sorting area has some environmental control but is exposed to outside temperatures when doors are open.

Benefits: Full-time employees are eligible to enroll in the company's health, dental, vision and 401k plan.

LISTEN Community Services is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other protected status in accordance with applicable federal, state, and local laws. We encourage all qualified individuals to apply for employment opportunities. If you require reasonable accommodation to complete the application process, please contact (603) 448-4553.

LISTEN Community Services is unable to sponsor work visas. Candidates must be authorized to work in the United States without the need for current or future visa sponsorship.

LISTEN Community Services, founded in 1972, is one of the Upper Valley region's most comprehensive social service organizations. LISTEN provides services and support to meet the critical needs of Upper Valley individuals and families in 26 area communities. At LISTEN we are passionate about helping families and individuals secure the resources that they need to be safe, fed, and housed.

www.listencs.org