The posting
Position Summary The Director of People Experience leads the strategy and execution of employee experience across Goodwill NYNJ, overseeing people relations, total rewards, onboarding & hiring experience, culture, and engagement. Reporting to the Vice President of People, this role ensures that our people practices reflect our mission, values, and commitment to equity while meeting the unique needs of a diverse, multi‑site workforce spanning thrift retail, social services, and administrative functions. This leader builds systems that help staff feel welcomed, respected, and empowered from their first day through every stage of their Goodwill journey. They champion a culture of belonging, accountability, and mission alignment—ensuring that the employee experience supports both organizational effectiveness and community impact.
Key Responsibilities People Experience Strategy & Leadership
Develop and lead a comprehensive People Experience strategy that strengthens engagement, belonging, and mission alignment across all business lines. Partner with managers to ensure people practices support organizational goals, operational realities, and the needs of frontline and program staff. Lead a team responsible for employee relations, recognition, onboarding, and culture initiatives.
Employee Relations, Leave Management & Workplace Culture
Oversee employee relations to ensure fair, consistent, and mission‑aligned practices across retail, social services, and administrative environments. Build manager capability through coaching, tools, and training that promote respectful communication, accountability, and problem‑solving. Own and manage the leave and accommodation process ensuring staff are properly cared for, vendor is upholding their service levels and documentation is up to date. Identify trends and root causes in ER issues and implement proactive solutions that strengthen culture and reduce risk. Manage the unemployment claims process with our vendor and implement best practices to mitigate high claims costs.
Onboarding, Hiring Experience & Talent Integration
Design and oversee a welcoming, inclusive onboarding experience that reflects Goodwill’s mission and prepares staff for success in their roles. Partner with the Talent team to ensure hiring processes are equitable, efficient, and aligned with the needs of high‑volume retail hiring and credential‑based program staffing. Ensure new staff understand Goodwill’s mission, values, expectations, and the impact of their work.
Total Rewards, Recognition, Engagement & Retention
Build and refine the total rewards strategy including compensation structures, incentives and year end merit frameworks. Lead organization‑wide recognition programs that celebrate contributions across stores, programs, and administrative teams. Develop engagement strategies that strengthen connection, morale, and retention—especially among frontline and field‑based staff. Support benefit and wellness programs including Open Enrollment and activations. Use data from surveys, listening sessions, and ER trends to drive continuous improvement.
Culture Building & Mission Alignment
Champion a people‑centered culture rooted in respect, inclusion, learning, and community impact. Partner with leaders to embed Goodwill’s values into daily operations, leadership behaviors, and employee communications. Support change management efforts that promote transparency, trust, and organizational resilience.
Cross‑Functional Collaboration
Work closely with Retail Operations, Mission Program Leadership, Talent, Learning & Development, and DEIA Council to ensure a cohesive employee experience. Understand the unique needs of each business line—fast‑paced retail, diverse social services, and office‑based functions—and tailor strategies accordingly. Serve as a thought partner in shaping organizational culture and workforce strategy.
Qualifications Required
Bachelor’s degree in Human Resources, Organizational Development, Business, Social Work, or related field—or equivalent experience. 7+ years of progressive HR/People Experience leadership, including employee relations and culture-building. Experience supporting multi‑site, frontline, or high‑volume workforces. Strong knowledge of employment laws and best practices. Background in leave and accommodation management including vendor management Experience and high level of competency using HRIS systems (Dayforce) as well as other technology platforms to incorporate AI into the flow of work. Demonstrated ability to lead teams, influence leaders, and drive organizational change. Excellent communication, facilitation, and relationship‑building skills. Ability to travel regularly to stores and program sites across NYC and Northern NJ.
Preferred
Experience in nonprofit, social services, and retail environments. HR certification (SHRM‑CP/SCP, PHR/SPHR). Bilingual (English/Spanish or English/ASL). Experience designing culture, engagement, or recognition programs.
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