Manager of Collections

The Manager of Collections supports and optimizes the home donation pickup sourcing strategy within a thrift retail environment. This role sits at the intersection of supply chain, business development, and field operations, driving the end-to-end performance of the home donation pickup channel—a critical source of product supply.

This position transforms a historically intuition-driven function into a scalable, data-informed system, ensuring consistent sourcing of high-quality merchandise from the right neighborhoods, at the right cadence, and at the right cost.

Key Responsibilities

• Optimize the home donation pickup program, including routing, zip code targeting, and pickup cadence to maximize yield
• Identify and target high-value donor demographics to improve merchandise quality and consistency
• Develop and scale a repeatable, data-driven collections playbook across markets
• Align pickup volume with store demand to ensure consistent product flow and prevent inventory gaps
• Balance routing between direct-to-store and warehouse based on volume and capacity
• Partner with operations to proactively address seasonal fluctuations and supply inconsistencies
• Manage multi-channel donor acquisition strategies (direct mail, SMS, email)
• Collaborate with Marketing to execute and optimize direct mail campaigns, including vendor coordination and targeting
• Evaluate channel ROI and optimize outreach mix to improve donor conversion
• Build and maintain the end-to-end collections calendar, aligning outreach, scheduling, and logistics
• Ensure coordination between marketing campaigns and transportation/logistics capacity
• Drive accountability across teams to ensure pickups occur as planned
• Manage third-party vendor relationships (mail houses, call centers, logistics partners)
• Ensure service levels, timelines, and quality standards are consistently met
• Collaborate cross-functionally to align execution and performance
• Analyze performance data across routes, geographies, and campaigns to identify optimization opportunities
• Translate insights into actionable improvements and scalable processes

Qualifications

• Bachelor’s degree in Business, Supply Chain, Operations, or a related field
• Experience in thrift, resale, donation-based retail, or similar industries preferred
• Background in supply chain, sourcing/procurement, field operations, route-based businesses, or supply-side business development
• Experience with home pickup programs, donation sourcing, or route optimization strongly preferred

Skills & Competencies

• Strong analytical skills with the ability to interpret data and drive actionable insights
• Highly organized with the ability to manage complex schedules and cross-functional workflows
• Operational mindset with attention to logistics, timing, and process consistency
• Ability to build structure in ambiguous or evolving environments
• Strong communication and stakeholder management skills
• Proficiency in Excel or similar tools for data analysis and reporting