Associate Director of Retail & Online Operations - Waltham
More Than Words, Inc., Waltham, Massachusetts, United States, 02254
About the Organization
More Than Words (MTW) is a nonprofit social enterprise that empowers youth who are in the foster care system, court involved, homeless, or out of school to take charge of their lives by managing a thriving retail and online used book business. MTW is committed to staff and board diversity that reflects the racial and ethnic backgrounds of the young adults we serve. People of color are highly encouraged to apply. The Associate Director of Retail and Online Operations – Waltham
The Associate Director reports to the Waltham Site Director and works in partnership with other Associate Directors and cross‑site retail teams. This role combines 85% operational leadership of the Waltham thrift retail store with 15% supervisory oversight of Online Operations. The position demands clear expectations, effective delegation, and inclusive youth training. Key Responsibilities
Provide operational leadership and oversight for the Waltham thrift retail store, ensuring sustainability, growth, customer satisfaction, and financial performance. Track key performance indicators and apply data‑informed decision making to merchandising and sales strategies. Cultivate, inventory, and merchandise a selection of used books, art, furniture, home goods, and thrift clothing in partnership with the youth team. Coordinate onsite events to ensure smooth operations and partner with the marketing team to optimize activations and community outreach. Train, supervise, and evaluate two full‑time managers and youth staff; deliver coaching, feedback, and performance management. Work with the Director of Business Operations to set performance expectations, prioritize tasks, and maintain operational, performance, and safety standards. Own site‑specific administrative functions: scheduling, financial management, analyses, facilities, and technology. Ensure exemplary customer service and foster an inclusive environment for customers and team members. Online Operations
Supervise the Senior Manager of Online Operations overseeing the online book warehouse, vendor relationships, customer service standards, and fulfillment systems. Provide leadership and coaching to achieve financial, performance, quality, and compliance standards. Support youth development on online shifts through clear expectations, feedback, and accountability. Managing Youth Employment
Support staff in managing youth training, schedules, and meetings; align youth and business roles per MTW's core model. Hold youth employees accountable for safety, policies, and performance, and provide ongoing training and mentorship to develop career‑relevant skills. Key Qualifications
High school diploma, GED, or equivalent significant work experience (required). Four‑year college degree preferred, though substantive work experience may be considered. Minimum 5 years of experience successfully managing retail operations, preferably in secondhand markets, including budgeting, vendors, visual merchandising, and inventory reconciliation. Experience with digital marketing, content creation, branding, and community outreach. Strong multitasking, communication, and leadership skills with a passion for empowering youth. Ability to lift and carry boxes of books weighing over 25 pounds on a frequent basis. Preferred Qualifications
Experience with CRM cloud‑based programs and inventory management software. Valid driver’s license. Schedule
Monday‑Friday 9 am–5 pm with expectation to cover nights and weekends during staffing gaps. Primary location: Waltham; travel to Boston site one day per week for meetings. Compensation & Benefits
Salary: $70,000–$80,624, commensurate with skills and experience. Medical and Dental Insurance 401(k) with up to 3.5% employer match Flexible Savings Accounts (FSA) for health, dental, dependent care, transportation, and parking Generous paid vacation and sick time Significant growth opportunities and professional development Employee discounts To Apply
Please include both a resume and a cover letter. MTW’s sites are commuter friendly and conveniently located near public transportation. Background Check
All staff, volunteers, board members, and youth over 18 undergo background checks. MTW is a CORI‑friendly organization and reviews CORIs on a case‑by‑case basis. EEO Statement
MTW is an equal opportunity employer committed to a diverse and inclusive workplace that embraces applicants from all backgrounds. The organization’s policy regarding equal employment opportunity prohibits unlawful discrimination on the basis of sex, gender, race, color, age, national origin, religion, disability, medical condition, genetic information, marital status, sexual orientation, gender identity or expression, citizenship status, pregnancy or maternity, veteran status, or any other protected status. For accommodations, please contact HR@MTWyouth.org.
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More Than Words (MTW) is a nonprofit social enterprise that empowers youth who are in the foster care system, court involved, homeless, or out of school to take charge of their lives by managing a thriving retail and online used book business. MTW is committed to staff and board diversity that reflects the racial and ethnic backgrounds of the young adults we serve. People of color are highly encouraged to apply. The Associate Director of Retail and Online Operations – Waltham
The Associate Director reports to the Waltham Site Director and works in partnership with other Associate Directors and cross‑site retail teams. This role combines 85% operational leadership of the Waltham thrift retail store with 15% supervisory oversight of Online Operations. The position demands clear expectations, effective delegation, and inclusive youth training. Key Responsibilities
Provide operational leadership and oversight for the Waltham thrift retail store, ensuring sustainability, growth, customer satisfaction, and financial performance. Track key performance indicators and apply data‑informed decision making to merchandising and sales strategies. Cultivate, inventory, and merchandise a selection of used books, art, furniture, home goods, and thrift clothing in partnership with the youth team. Coordinate onsite events to ensure smooth operations and partner with the marketing team to optimize activations and community outreach. Train, supervise, and evaluate two full‑time managers and youth staff; deliver coaching, feedback, and performance management. Work with the Director of Business Operations to set performance expectations, prioritize tasks, and maintain operational, performance, and safety standards. Own site‑specific administrative functions: scheduling, financial management, analyses, facilities, and technology. Ensure exemplary customer service and foster an inclusive environment for customers and team members. Online Operations
Supervise the Senior Manager of Online Operations overseeing the online book warehouse, vendor relationships, customer service standards, and fulfillment systems. Provide leadership and coaching to achieve financial, performance, quality, and compliance standards. Support youth development on online shifts through clear expectations, feedback, and accountability. Managing Youth Employment
Support staff in managing youth training, schedules, and meetings; align youth and business roles per MTW's core model. Hold youth employees accountable for safety, policies, and performance, and provide ongoing training and mentorship to develop career‑relevant skills. Key Qualifications
High school diploma, GED, or equivalent significant work experience (required). Four‑year college degree preferred, though substantive work experience may be considered. Minimum 5 years of experience successfully managing retail operations, preferably in secondhand markets, including budgeting, vendors, visual merchandising, and inventory reconciliation. Experience with digital marketing, content creation, branding, and community outreach. Strong multitasking, communication, and leadership skills with a passion for empowering youth. Ability to lift and carry boxes of books weighing over 25 pounds on a frequent basis. Preferred Qualifications
Experience with CRM cloud‑based programs and inventory management software. Valid driver’s license. Schedule
Monday‑Friday 9 am–5 pm with expectation to cover nights and weekends during staffing gaps. Primary location: Waltham; travel to Boston site one day per week for meetings. Compensation & Benefits
Salary: $70,000–$80,624, commensurate with skills and experience. Medical and Dental Insurance 401(k) with up to 3.5% employer match Flexible Savings Accounts (FSA) for health, dental, dependent care, transportation, and parking Generous paid vacation and sick time Significant growth opportunities and professional development Employee discounts To Apply
Please include both a resume and a cover letter. MTW’s sites are commuter friendly and conveniently located near public transportation. Background Check
All staff, volunteers, board members, and youth over 18 undergo background checks. MTW is a CORI‑friendly organization and reviews CORIs on a case‑by‑case basis. EEO Statement
MTW is an equal opportunity employer committed to a diverse and inclusive workplace that embraces applicants from all backgrounds. The organization’s policy regarding equal employment opportunity prohibits unlawful discrimination on the basis of sex, gender, race, color, age, national origin, religion, disability, medical condition, genetic information, marital status, sexual orientation, gender identity or expression, citizenship status, pregnancy or maternity, veteran status, or any other protected status. For accommodations, please contact HR@MTWyouth.org.
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