Chief Operating Officer, Goodwill Industries of the Southern Piedmont


Goodwill has been serving individuals and families in the Southern Piedmont region of North and South Carolina for more than 55 years. Goodwill operates 26 retail stores and has more than 30 donation sites in the region. Proceeds from the sale of donated goods fund skills training and employment services for individuals facing obstacles to employment. In 2019, Goodwill assisted more than 11,000 individuals with resources and support and helped more than 1,300 people gain employment thanks to donations and purchases from the community.

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The Chief Operating Officer (COO) reports to the President and Chief Executive Officer and direct reports include Vice President, Donated Goods Retail; Vice President, Business Development & Facilities; and Vice President, Technology & Compliance. Approximately 90% of the organization’s workforce reports in through the COO.


The Chief Operating Officer is responsible for the development and implementation of strategies and operations of businesses enterprises of the organization, research, development, and launch of new business enterprises, real estate development, facility operations, health and safety practices, as well as technology and risk management related operations to support organizational priorities.

The Chief Operating Officer carries out supervisory responsibilities in accordance with the Agency’s purpose, policies, and procedures. These responsibilities include creating a remarkable environment, interviewing, hiring, and training team members; planning, assigning, and directing work; overall performance management, addressing concerns and resolving problems; and budget development and management.

Serving as a member of the Executive Leadership Team, this position works to support Goodwill’s Purpose, Mission, Vision, and Values by performing the following duties personally or through staff teams.

Specific duties include, but are not necessarily limited to:

  • Provide strategic leadership and operational oversight for all aspects of Goodwill’s business enterprises with emphasis on all donated goods and retail related operations.
  • Oversee all real estate development including identification, negotiation, and execution of all related contracts in support of annual and strategic plans.
  • Lead efforts to evaluate, develop, and operationalize new business enterprises that align with organizational strengths and priorities; effectively drive change by leveraging resources, creating alignment to remain relevant, and position for organizational growth.
  • Lead to build a culture of trust that supports being an employer of choice; create an exceptional customer experience, process excellence, and continuous improvement in area of responsibility. Ensure that procedures, policies, and training efforts reinforce this focus.
  • Assess changing trends that may impact the relevant business enterprises marketplace, as well as trends and innovations in the broader industries, and use that information to ensure Goodwill’s businesses effectively respond to changes, threats, and opportunities.
  • Provide strategic leadership, operational oversight, and supervision for Facilities, Risk, and Technology management areas.
  • Keep abreast of all potential risks to the organization and provide oversight and direction to ensure appropriate mitigation strategies are developed and the organization remains in compliance with all standards and regulations required by licensing, accrediting, and regulatory organizations.
  • Provide oversight to ensure the appropriate review and execution of all non-HR related legal contracts, MOUs, and other agreements/legal documents.
  • Ensure health and safety best practice procedures are in place and tested regularly, and all facilities and equipment meet or exceed safety, maintenance, cleanliness, and branding standards, and support an exceptional team member and client/customer experience.
  • Develop annual and strategic objectives and budgets in coordination with the Executive Leadership Team, the Corporate Leadership Team, and staff in areas of responsibility which demonstrate continued operational improvement and market maximization in support of the organization’s mission; determine benchmarks and create an organizational structure that ensures appropriate leadership to meet objectives.
  • Provide operational oversight and direction required to achieve annual and strategic plan and budget objectives for area of responsibility.
  • Effectively build the leadership team in areas of responsibility. Ensure that recruiting, development, retention, and leadership continuity programs are in place and effective at all levels.
  • Represent the organization in professional and civic groups as requested by the President & CEO; promote Goodwill within the community to enhance the public image and to obtain support for the achievement of our Mission; initiate the development of relationships with influential leaders to impact and strengthen the community.
  • Demonstrate a commitment to the highest standards possible in relationships with internal and external stakeholders; navigate complex political and social circles with ease and communicate to engage and inspire people within and outside Goodwill.
  • Institutionalize Cultural Competency and Diversity/Equity/Inclusion throughout GISP.
  • Ensure that a talent management system is in place and executed effectively; ensure established processes for coaching and responsiveness to all staff needs and issues are executed appropriately throughout GISP.
  • Develop and implement stewardship strategies.
  • Ensure organizational adherence to all GISP policies/procedures.


  • Demonstrated experience in leading complex revenue generating businesses, financial planning and analysis with human resources, information technology, and legal and contract management.
  • Demonstrated experience in growing revenue generating businesses, new business development, real estate development, financial analysis, process improvement, innovation, and strategy development and implementation.
  • Skilled in organizational development, personnel management, budget and resource development, and strategic planning.
  • Excellent communication skills, both written and oral, with the ability to represent the organization internally and externally across a wide range of stakeholders and constituencies.
  • Flexible and able to multitask; can work within an ambiguous, fast-moving environment, while also driving toward clarity and solutions; demonstrated resourcefulness in setting priorities and guiding investment in people and systems.
  • Demonstrated commitment to diversity, equity, and inclusiveness, and the values of respect, integrity, service, excellence, and stewardship.
  • Strong relationship builder with the ability to find common ground, build consensus, and strengthen collaboration among diverse stakeholders.
  • Advanced degree in Business Administration or a related field is strongly desired and ten years of increasingly responsible management experience or equivalent combination of education and experience. A degree in Law and experience in retail (including online commerce), donated goods, and mergers and acquisitions is a plus.


Compensation will be commensurate with experience including a competitive base salary, bonus opportunity, and competitive benefits package.


Robin Rogers, Associate Director
Shana Plott, Chief Executive Officer