Mission Team Leader

Who We Are: 

Goodwill NCW is a nonprofit organization with 28 retail stores across north-central Wisconsin. We are proud of the life-transforming impact we make in our communities and to our planet with the help of our donors and shoppers. Together, we bring our values to life, power our mission of elevating people by eliminating barriers to employment and transform lives through skill building for sustained employment and improved financial stability. Our unwavering commitment to addressing the unique needs of our communities drives us to continuously evolve.

What You’ll Get To Do: 

• Collaborates to achieve program objectives that align with broader organizational goals. Ensures adherence to best practices, standards, quality benchmarks, customer satisfaction, safety protocols, and all relevant policies and procedures.

• Supports the prioritization of initiatives to maximize mission impact and maintains accreditation and contractual standards for consistent, high-quality service delivery. 

• Assists with project and improvement initiatives, facilitating organizational change through strategic planning, transparent communication, and coaching. Actively participates in leadership coalitions to support and implement change across the organization.

• Designs and delivers targeted training programs for both groups and individuals, ensuring team members and participants are equipped with service delivery best practices, technical expertise, and compliance with reporting requirements.

• Ensures compliance with contractual, accreditation, and licensing requirements, and leverages case management expertise to support service consistency and quality.

• Understands and meets the financial and operational metrics, including revenue, staffing, payroll, program growth, referral flow, expenses, budgeting, and safety.

• Oversees billing and invoicing for services provided, ensuring prompt follow-up on unpaid claims with funding sources as needed.

• Advocates for mission services, cultivating relationships with community partners and stakeholders to increase awareness, promote referrals and programs. 

• Resolves customer and referral source concerns, addressing complaints promptly and professionally to maintain service excellence. 

• Participates in accreditation, licensing, and funding audits, ensuring all program activities meet regulatory and contractual standards. 

• Leads team through hiring, onboarding, training, performance management, mentoring and development of team members to create a high performing team including cross training of skills.

• Other duties as assigned.

What We Need From You: 

• Associates degree in related field preferred.

• 3+ years of management or leadership experience is preferred, ideally in operational management including planning, talent development and change leadership.

• Excellent time management and prioritization skills and the ability to work through multiple tasks simultaneously under time constraints.

• Excellent communication, customer service skills and attention to detail.

• Excellent problem-solving and decision-making skills. 

• At least an intermediate level of competency with Word, Excel, PowerPoint, SharePoint, and Outlook.

• Ability to maintain confidentiality. 

• A valid driver's license with an acceptable driving record is required to travel to multiple locations.

Work Environment: 

The physical demands described here are representative of those that must be met by a team member to successfully perform the key functions of this job. Accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is performed primarily in a standard office environment with extensive team member contact and frequent interruptions.

• Primary function requires sufficient physical ability and mobility to work in an office setting; to sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, twist, lift, carry, push and/or pull light to moderate amounts of weight.

• Operate office equipment requiring repetitive hand movement and fine coordination, including use of a computer keyboard, mouse, and scanner.

• Verbally communicate to exchange information.