Director of Performance Excellence / Quality Assurance
Company: Goodwill
Location: Houston , TX
Category: Management, Professional, Administrative / Clerical
Job Type: Full Time
Posted: 1/8/2020

Health, Dental, & Vision Insurance, Employer Paid Life Insurance, Short Term and Long Term Disability, 403b option, PTO after 90 days, Various community discounts and perks, 30% Stores discount, Multiple training and development opportunities, Education Assistance.


Mission Support:

  • To help people achieve their full potential through the dignity and power of work.


Position Summary:

  • Under the supervision of the Chief Operating Officer, the Director of Performance Excellence / Quality Assurance ensures alignment of all aspects of the Donated Goods Retail (DGR) and Workforce Development (WFD) operations.
  • He/she is a champion of consistent excellence, continual improvement and two-way communication, who partners well with other departments.
  • He/she also manages and advances special projects.

Essential Duties and Responsibilities:

  • Ensures alignment and consistency of all aspects of operations (including SOPs, reference guides, job descriptions, performance evaluations, flow charts, decision trees, balanced scorecards, observation checklists, internal audits, production standards, Goodwill University training, safety program, and other system documents.
  • Directs a system of two-way communication and knowledge management to gain feedback and make improvements to documents.
  • Works with other departments as needed to align operations, documentation, and training.
  • Works with Operations leadership to define, evaluate work processes and projects that will lead to process improvement.
  • In partnership with the organization's internal auditor, ensures that management operational audits are being conducted and feedback obtained and acted upon.
  • Advises management on adherence to and discrepancies with operational systems and programs.
  • Oversees the annual plan for DGR and WFD and ensures leadership is aligned and prepared for events and regular fluctuations in operations.
  • Maintains and directs the DGR and WFD Action Plans to assist in accomplishing strategic goals and objectives.
  • Directs the DGR secret shopper/donor program.
  • Oversees the DGR customer feedback system, ensuring 100% response rate and follow through to all customer feedback.
  • Increases customer satisfaction through achievement of applicable organizational goals.
  • In coordination with the real estate brokerage firm, maintains territory evaluation/lease performance analysis to manage lease renewals and explore future opportunities within Goodwill Houston's 14 county territory.
  • Improves Goodwill Houston's performance by developing forecasts, reporting results, analyzing variances, and implementing identified improvements in a timely manner.

Houston, TX
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