ADC Operations Manager

The ADC Operations Manager oversees daily operations across assigned Attended Donation Centers (ADCs), ensuring safe, efficient, and mission-aligned donation processing. This role is responsible for staffing, training, operational readiness, donor experience, inventory flow, audits, assessments, and mystery shop performance. The ADC Operations Manager ensures all ADCs meet Goodwill standards while supporting the Donation Acquisition Team with operational initiatives as needed.

This position requires LENS certification and the ability to safely operate a truck and trailer.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Manage Day-to-Day Operations (75%)

• Oversee daily operations across multiple ADC locations, ensuring consistent adherence to Goodwill standards.
• Monitor donation volume, staffing levels, workflow, and operational efficiency.
• Conduct required and routine site visits to assess operational readiness, cleanliness, safety, and overall donor experience.
• Ensure all ADCs are properly supplied with bins, carts, PPE, signage, and required operational materials.
• Coordinate with Transportation and Donation Acquisition teams to ensure timely pickups, bin rotations, and efficient inventory flow.
• Monitor donation trends and operational data to identify risks, gaps, and opportunities for improvement.
• Use data and performance metrics to make informed business decisions and drive continuous operational improvement.
• Prepare, analyze, and present accurate reports to upper management on ADC performance, donation volume, staffing, and site conditions.
• Maintain staff schedules, approve timekeeping, and ensure appropriate coverage across all locations.
• Complete nightly logs, site visit reports, and all required operational documentation consistently and accurately.
• Track supply usage, equipment needs, and facility maintenance requests while supporting budget adherence.
• Review audit results, mystery shop outcomes, and performance data to implement corrective actions and improve site performance.
• Ensure established customer service standards are consistently met and maintained across all ADC locations.
• Support community donation events, seasonal drives, and special initiatives.

• Maintain a Safe & Compliant Environment (10%)

• Ensure all ADC locations operate in compliance with Goodwill policies, OSHA standards, and safety protocols.
• Conduct regular safety inspections, operational audits, and compliance assessments (scheduled and unannounced).
• Maintain thorough and accurate documentation, including audit reports, incident reports, safety inspections, and corrective actions.
• Ensure consistent execution of donation guidelines, operational procedures, and customer service expectations.
• Maintain clean, organized, and hazard-free facilities to provide a safe and welcoming donor environment.
• Ensure proper use, availability, and enforcement of PPE and safety practices.
• Address safety concerns, operational issues, and compliance gaps immediately with documented corrective action plans.
• Reinforce accountability through consistent documentation, including write-ups and disciplinary records, as needed.
• Ensure all required compliance reporting and documentation are completed accurately and on time.

• Recruit, Hire, Train & Coach Staff (10%)

• Supervise Team Leaders, Donation Attendants, and support staff across all ADC locations.
• Lead recruiting, hiring, onboarding, and scheduling to maintain appropriate staffing levels.
• Train staff on donation acceptance guidelines, safety procedures, operational standards, and customer service expectations.
• Set clear expectations for delivering high-quality customer service and ensure staff consistently meet established service standards.
• Provide ongoing coaching, feedback, and development to drive individual and team performance.
• Maintain consistent performance management practices, including documentation of coaching, write-ups, and disciplinary actions.
• Support cross-training to ensure operational flexibility and adequate site coverage.
• Address performance concerns promptly with clear expectations and documented follow-up.
• Foster a positive, mission-driven culture centered on accountability, safety, and donor experience.
• Ensure staff consistently deliver professional, respectful, and mission-aligned donor interactions.

• DONATION ACQUISITION SUPPORT (5%)

• Assist the Donation Acquisition Team with operational projects, events, and initiatives as needed.
• Support trailer placement, event setup, and logistics coordination.
• Provide operational insight to improve donation acquisition efficiency and donor experience.
• Serve as a backup driver for donation pickups as required.

REQUIRED CERTIFICATIONS & DRIVING REQUIREMENTS

• Must be LENS certified (or able to obtain certification upon hire).
• Must be able to safely operate a truck and trailer, including backing, maneuvering, and towing.
• Must maintain a clean driving record and comply with all Goodwill and DOT driving standards.

MATHEMATICAL SKILLS

• Ability to add, subtract, multiply, and divide using whole numbers, fractions, and decimals.
• Ability to compute rates, ratios, and percentages for donation tracking, staffing metrics, and operational reporting.
• Ability to apply basic math concepts to inventory counts, supply usage, and scheduling.

WORK ENVIRONMENT

• Work is performed across multiple ADC locations, including indoor, outdoor, and warehouse environments.
• Exposure to varying weather conditions when assisting donors or supporting outdoor operations.
• Regular interaction with donors, staff, transportation teams, and community partners.
• Noise levels may range from moderate to high depending on location and donation volume.

SCHEDULING REQUIREMENTS

• Flexible schedule required, including days, evenings, weekends, and holidays.
• Frequent travel between ADC locations.
• On-call availability for urgent operational needs, staffing shortages, or high-volume periods.

PHYSICAL DEMANDS:

• Ability to travel between locations for operational support and meetings.
• Regularly required to stand, walk, bend, lift, and move donations or supplies.
• Must frequently lift and/or move up to 50 pounds and occasionally more with assistance.
• May be required to climb, crouch, kneel, or reach overhead when organizing workspaces or assisting staff.

Goodwill of the Finger Lakes is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law.