Job Description

The Manager Performance Support GWGL leads the Goodwill Great Lakes Performance Support function. Turns operational, contract, financial, workforce, compliance, quality, and customer data into clear information that supports decisions and improves performance across Food Service and Logistics Support.

RESPONSIBILITY LEVEL:

Leads the Goodwill Great Lakes Performance Support function. Turns operational, contract, financial, workforce, compliance, quality, and customer data into clear information that supports decisions and improves performance across Food Service and Logistics Support. Sets team priorities and standards, oversees recurring reports and improvement projects, and works with Corporate Data Analytics, IT, Finance, HR, Compliance, and operational leaders. Serves as a key resource for GWGL leaders and external stakeholders. Typically works on projects and initiatives that span 1-2 years.

PRINCIPAL DUTIES:

1. Set priorities and service standards for the GWGL Performance Support Team. Lead and develop staff, assign work, remove barriers, and ensure work is completed on time.
2. Turn operational data and business issues into clear findings, risks, options, and recommendations for leaders, customers, contracting personnel, and other stakeholders.
3. Lead the development and maintenance of GWGL performance measures, scorecards, targets, and executive reports in line with enterprise standards.
4. Oversee accurate and timely contract and customer performance reports. Maintain clear quality checks and respond to urgent requests.
5. Set priorities for GWGL dashboards, Power BI solutions, data models, and automated reports. Ensure they are useful, sustainable, and properly managed.
6. Understand GWGL operations, customer expectations, contract requirements, and business priorities. Use this knowledge to identify risks, opportunities, and reporting needs.
7. Lead analysis of operational performance, compliance, quality, sanitation, and service issues. Recommend measurable improvements and track results.
8. Set standards for data collection, validation, definitions, documentation, access, and issue resolution across data sources. Promote responsible use of data and AI tools.
9. Partner with Corporate Data Analytics, IT Data Engineering, Finance, HR, Compliance, and operational leaders to clarify ownership, follow enterprise standards, and deliver practical local solutions.
10. Maintains a safe and orderly work environment.
11. Solves problems of moderate to advanced complexity; able to identify root cause, interpret data and resolve issues.
12. Leading and Developing Talent: Manages departmental structure, development and training of staff. Actively networks and sources for positions within the team.
13. Project and Change Management: Plans and manages projects of low to moderate complexity related to departmental function. Manages change with direct reports and participates in the leadership coalition that supports the change.
14. Community Engagement: Understands social trends driving Goodwill's community engagement initiatives, and champions initiatives.
15. Leading and Developing Talent: Manages departmental structure, development and training of staff. Actively networks and sources for positions within the team.
16. Project and Change Management: Plans and manages projects of low to moderate complexity related to departmental function. Manages change with direct reports and participates in the leadership coalition that supports the change.
17. Community Engagement: Understands social trends driving Goodwill's community engagement initiatives, and champions initiatives.
18. Responsible for completing other duties/responsibilities as assigned.

REQUIREMENTS

1. Associates Degree or experience equivalency, and a minimum of 3 years’ managerial experience or Associates Degree or experience equivalency, and a minimum of 7 years’ experience.
2. Bachelor’s degree in business analytics, data analytics, information systems, operations, finance, or a related field, or an equivalent combination of education and experience preferred
3. At least 3 years of experience in business intelligence, analytics, operational performance, reporting, or a related field. Prefer 1 - 2 years leading people, programs, or a function.
4. Ability to advise leaders, summarize complex information, and communicate recommendations to internal and external stakeholders.
5. Proficient Power BI skills, including Power Query and DAX, with experience managing and maintaining business or enterprise reporting solutions. Advanced Excel skills, including complex functions, data models, pivot tables, and analytical tools.
6. Working knowledge of databases and data platforms.
7. Ability to work independently, use sound judgment, and raise decisions, risks, or tradeoffs to leaders when needed.
8. Ability to think critically and translate business requirements into actionable reports.
9. Ability to communicate clearly in writing and verbally, including explaining technical information to nontechnical audiences.
10. Experience in a complex operational or contract environment is preferred. Experience with government, military, food service, logistics, compliance, or customer performance requirements is a plus.
11. Strong project and change-management skills, including the ability to manage priorities, risks, and adoption.
12. Strong leadership, coaching, organization, judgment, and problem-solving skills, with close attention to detail and accountability.
13. Leading the development of standards, methodologies and best practices while fostering a culture of continuous process improvement.
14. Must be a US Citizen, as defined by US Navy security guidelines
15. Required to obtain a Common Access Card (CAC) within 90 days of date of hire, pursuant to US Navy security guidelines. Inability to obtain CAC card may result in removal and/or termination from position.
16. A REAL ID-compliant driver’s license is required for access to the naval base and for employment. Candidates must provide proof of this identification.

LEADERSHIP COMPETENCIES:

1. Business Insight: Shares knowledge, keeps others informed of industry developments and provides education on business fundamentals. Applies insights and industry trends to drive critical initiatives. Helps others understand their contributions to the success of the broader organization.
2. Courage: Demonstrates the ability to deliver a difficult message and say “no” when necessary. Confronts tough organizational issues and coaches people on how to appropriately advocate in the face of adversity.

CORE CULTURAL COMPETENCIES:

1. Customer Focus: Gathers customer satisfaction input and aligns business processes to work with those of the customer. Holds others accountable for meeting customer needs and addresses gaps in meeting emerging customer needs.
2. Values Differences: Creates an environment where differences are openly shared, embraced and incorporated into the team’s activities. Encourages others to be open to, seek and learn from diverse perspectives. Demonstrated sensitivity to cultural norms and expectations and helps other understand the value diversity brings to the business.
3. Communicates Effectively: Practices active and attentive listening and encourages candid and open communication among groups. Breaks down communication barriers and adjusts content and communication style to reach the audience and a diverse set of stakeholders.
4. Situational Adaptability: Sets an example of adaptability, adapting and shifting priorities in response to clients, constituents, or the organization. Helps teams adapt to new situations and shift approach or stay the course in the face of changing demands.
5. Drives Results: Fosters a sense of urgency within the team for reaching goals and meeting deadlines. Drives a record of success leading other to persist in achieving results despite setbacks or obstacles.
6. Ensures Accountability: Holds self and team accountable for outcomes and accepts responsibility for successes and failures of own work and the team’s work. Creates feedback loops within processes; monitors metrics and milestones to chart progress against expectations and accountabilities.

PHYSICAL/SENSORY DEMANDS:

Job requires the following: remain stationary for sustained periods of time; ability to move about to accomplish tasks; must be able to operate a computer or similar technology, which typically involves substantial motions of wrist, hands and/or fingers; visual acuity to perform activities such as preparing data, operating equipment or review thoroughness of work; ability to communicate with others and exchange information. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

When determining placement within the salary range for this position Goodwill Greater Milwaukee & Chicago considers education, experience, internal equity, market demands and other qualifying criteria. It is not typical for individuals to be hired at or near the top of the rage for their role and compensation decisions are dependent on facts and circumstances of each case.

Certain roles are eligible to participate in an incentive plan. Participation in this plan does not guarantee an incentive payment and is subject to the terms and conditions of the plan, which are subject to change.

In addition to compensation, we offer a competitive benefit program that may include medical, dental, vision, short and long-term disability, life insurance, retirement plan, paid time off (PTO) and more. The specifics of each benefit package will vary depending on factors such as full or part time jobs, contracted, temporary, or other job categories.

Equal Opportunity Employer

(SEW)