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Manager I, TFNG at Discover Goodwill of SW Colorado in Colorado Springs, Colorado

Posted in General Business 30+ days ago.

Type: Full-Time

Job Description:

Position Description


To manage and expand the revenue and customer base of Goodwill’s move management program Things Forgotten Not Gone with responsibility for all aspects and functions of the business including heavy emphasis on marketing, developing sustainable partnerships, and acquiring business from multiple sources that reach beyond the senior community.  Meet and exceed service revenue and control expenses; oversee the schedule and administrative aspects of the business; expand our service in the Pikes Peak region and plan for expansion into the north by 2022.


Bachelor’s Degree or equivalent combination of five years management experience and proven year-over-year business success.

Must have excellent written and verbal communication skills, offering and exchanging information with a vast array of team members, clients, and business associates so that the intended meaning is clarified and understood.  Must demonstrate competency in preparing presentations using PowerPoint, Prezi or other presentation software and proficiency in presenting to large and small audiences. Must be able to grow and expand the business by acquiring new customers and building business relationships. Must exhibit proficiency in employing data base management, understanding P & L statements, record-keeping/bookkeeping, and developing and managing budgets.  Must be data-driven and results oriented.  Knowledge of demographics, trends, and market insights applicable to senior and or move management is preferred as well as the ability to evaluate, recommend, and apply best practices within the senior and move management industry.

Must excel at people management and be able to successfully complete work assignments independently and as a team member.  Must demonstrate flexibility and agility within the framework and pressure of established deadlines.  Must be detail oriented, able to teach and adhere to specific rules, regulations, and standards to maintain compliance and conformance.  Must have the ability to multi-task, be organized and possess strong time management skills.  Must be neat and professional, always representing Goodwill in the best light while modeling our values of People Matter, Stewardship, Integrity, Excellence, Continuous Improvement and Collaboration.

Must demonstrate proficient computer skills and knowledge of Microsoft Office applications including Excel and Power Point.  Must be insurable through Goodwill's vehicle insurance provider; Valid Colorado driver’s license required.  Must maintain confidentiality of sensitive information.  Occasional evening and weekend hours may be required.   Some travel required.


• Actively market TFNG in the Pikes Peak region

• Create and deliver presentations to educate perspective clients and business associates

• Support and participate in process improvement activities that will enhance the efficiency and safety of Goodwill employees

• Accomplish department goals and objectives

• Create SOPs as needed for staff training and development and enforce policies and procedures as appropriate

General – Senior Move Management

• Acquire and maintain certification from the National Association of Senior Move Managers

• Learn all aspects of the business; oversee and operate the daily functions which may include, but are not limited to the following services for seniors:

 Services scheduling

 Initial consultation

 Developing an overall move plan

 Organizing, sorting, and downsizing

 Customized floor plans

 Arranging for the profitable disposal of unwanted items through auction, estate sale, buy-out, consignment, donation, or a combination of the above

 Interviewing, scheduling, and overseeing movers

 Arranging shipments and storage

 Professional packing

 Unpacking and setting up the new home

 Related services, such as cleaning, waste removal, shopping, senior escort, assisting with selection of a realtor and helping prepare the home to be sold

 Attend required Goodwill trainings and external webinars and trainings as appropriate

• Effectively manage and supervise packing staff, and perform annual employee evaluations of staff under direct supervision

• Provide excellent customer service to clients and vendors, to include receiving incoming solicitation of services calls

• Track purchasing, cost control, and inventory of all required supplies

• Effectively manage the scheduling, billing, and collection for all services provided

• Maintain a fee schedule for services; accountable for revenue goals based on fees for service

• Track purchases of client product; track and report sales generated from purchased product for profitability

• Regularly and effectively communicate, both in writing and in person, with external customers and internal staff; ensures that all direct reports and all transportation personnel working with Things Forgotten are informed of and adhere to company policies  

• Accomplishes assigned goals and objectives within the operation

• Attend NASMM conference and training sessions as appropriate

• Work with the Mar/Comm Dept. to determine the best plan of action for advertising and promoting TFNG

• Manage key networking relationships within the various communities to develop referral sources

• Keep a watchful eye on competition and trends recommending a course of action to the VP, Strategic Planning and Innovation

General – Other

• Define, track, and report all KPIs for all areas of responsibility to include Cost of Goods

• Research and analysis of potential innovation ventures – i.e. estate sales, white glove service, Craig’s List advertising; coordinate and oversee pilots as appropriate

• Actively supports and participates in process improvement activities that will enhance the efficiency and safety of Goodwill employees

• Comply with all OSHA and CARF requirements

• Approve and authorize payment of bills up to $1,000

• Other duties as assigned

Planning & Budgeting

• Create stretch goals for TFNG, track progress and alignment against the annual budget

Relationship Management

• Screen and hire Things Forgotten staff

• Provide leadership, coaching, training, and support to Things Forgotten staff.  Ensure open communication and promote a positive “employer of choice” work environment free from any inappropriate discrimination or harassment 

• Perform annual reviews of team members

• Develop the potential of your Lead associate with specific responsibilities to advance professional education and advancement

• Represent Goodwill at various community and/or business meetings to promote the company

• After fully learning the business by working it, step in when needed and to ensure that white glove treatment is being delivered

Physical Requirements

Attachment to Job Description

Position:  Manager I, TFNG Dept Number: 1065

(This information is required to ensure compliance with various workplace regulations.  Please identify each physical activity required in the performance of this position using the guide below)  

Guide to Physical Requirements:

• Continuously (5-8 hours)

• Frequently (3-4 hours)

• Occasionally (1-2 hours)

• Never

LIFTING: (as defined by ADA)

   Heavy: 45 lbs & over - FREQUENTLY

   Moderate: 15-44 lbs - FREQUENTLY

   Light: 14 lbs & under - FREQUENTLY


   Heavy: 45 lbs & over - FREQUENTLY

   Moderate: 15-44 lbs - FREQUENTLY

   Light: 14 lbs & under - FREQUENTLY



   Above Shoulder - OCCASIONALLY

   At Shoulder - FREQUENTLY

   Below Shoulder - FREQUENTLY






   Use of legs only (stairs) - OCCASIONALLY

   Use of arms & legs (ladders) - OCCASIONALLY



   Visual, close - CONTINUOUSLY

   Visual, distant - OCCASIONALLY

   Visual, depth perception - FREQUENTLY


   Simple grasping - CONTINUOUSLY

   Fine Manipulation - CONTINUOUSLY

   Repetitive Movements - CONTINUOUSLY





OTHER, please describe – CONTINUOUSLY, driving company car

Goodwill is an Equal Opportunity Employer dedicated to employing qualified individuals including those with disabilities, protected veterans and military spouses. 

Goodwill participates in E-Verify.  For more information on E-Verify, please contact DHS:  888-897-7781 or

We promote a Safe & Drug-free Workplace.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

See job description