Associate Director of Retail & Online Operations Waltham

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 taking charge of a business. By working as a team to manage their own retail and online used book business and community space youth develop the employment skills leadership and self-confidence they need to successfully transition to adulthood.

MTW is an exemplary organization that has continually held up a mirror to identify areas for improvement and accountability; that ethic is part of the culture and fabric of MTW and it extends to our commitment to ensure our staff and board reflect the racial and ethnic diversity and lived experiences of the young adults we are privileged to of color are highly encouraged to apply.

The Opportunity

The Associate Director of Retail & Online Operations plays a central leadership role at MTWs Waltham site combining hands-on operational oversight with strategic growth leadership. Reporting to the Waltham Site Director and working in close partnership with cross-site retail leaders this role supervises business staff and serves as a consistent professional mentor and role model for youth employees.

Acore strategic initiative of this role is leading the transition of the Waltham storefronttransforming an existing 400 sq. ft. bookstore into a vibrant expanded 1900 sq. ft. thrift retail space. This transition is not only a business expansion but a key opportunity to deepen youth training increase earned revenue and strengthen MTWs presence in the community.

This position blends approximately85% leadership of in-person retail operationswith15% strategic oversight of online operations requiring a leader who can hold both operational detail and long-term vision. The ideal candidate is motivated by social impact energized by building strong teams and skilled at achieving results through others by setting clear expectations coaching and fostering an inclusive growth-oriented environment.

Key responsibilities of this position include but are not limited to:

Retail Operations:

• Partner with the Director of Business Operations and Site Director to transition the existing 400 sq ft bookstore into a relaunched1900 sq ftthrift store.

• Lead all operational aspects of the Waltham thrift store ensuring growth customer satisfaction and strong financial and performance outcomes.

• Use KPIs and sales data to guide merchandising promotions and inventory decisions.

• Oversee selection and merchandising of books art furniture home goods and clothing with support from youth teams.

• Coordinate retail operations with onsite events and ensure smooth daily flow.

• Manage training and systems for routine and seasonal displays; support marketing partnerships to increase foot traffic and community engagement.

• Supervise and develop two fulltime managers and youth employees; provide coaching feedback and performance oversight.

• Maintain operational safety and quality standards while managing scheduling financial reporting facilities and technology.

• Ensure excellent customer service and provide floor coverage as needed (youth shifts typically include 26 young people).

Online Operations:

• Supervise the Senior Manager of Online Operations overseeing a 25000book warehouse vendor relationships fulfillment and customer service.

• Provide leadership to ensure online operations meet financial quality and compliance goals.

• Support youth development during online shifts through clear expectations coaching and accountability.

• Ensure strong systems training and scheduling are in place while focusing primarily on strategic guidance rather than daily operations.

Youth Employment & Development:

• Support youth schedules training and integration with core youthemployment programming.

• Work alongside youth in both retail and online shifts to build skills and reinforce expectations.

• Hold youth accountabletosafety attendance professionalism and performance standards.

• Train youth in customer service POS systems merchandising and inventory management.

• Coach youth in professionalism problemsolving and adaptability; provide consistent feedback and mentorship to build confidence and future employability.

Key Qualifications:

• High school diploma GED or significant work experience; bachelors degree preferred.

• 5 years of experience managing retail operations (thrift/secondhand preferred).

• Experience with budgets visual merchandising inventory management and vendor relationships.

• Strong communication leadership coaching and accountability skills.

• Ability to multitask across youth development and operational priorities.

• Customerservice oriented; responsible flexible ethical and reliable.

• Ability to lift 25lbboxes of books regularly.

• Experience with digital marketing content creation branding and community outreach.

Preferred Qualifications:

• Experience with CRM cloud-based programs and inventory management programs

• Possess a valid drivers license

Schedule:Monday-Friday 9am-5pm with an expectation of covering nights and weekends during staffing coverage gaps.This role will primarily be based at our Waltham site with travel to our Boston site 1 day per week for meetings.

Compensation:$70000-$80624;commensuratewith skills and experience

Benefits

• Medical and Dental Insurance

• 401K with up to 3.5% Employer Match

• Optional tax saving Flexible Spending Accounts (FSA) for health dental dependent caretransportationand parking

• Generous paid vacation and sick time

• Significant growth opportunities and professional development

• Employee Discounts

To apply:Please include bothresumeand a cover letter.

All of MTWs sites are commuter friendlyand are conveniently located near public transportation.

Background Checks

More Than Words requires all staff service members volunteers boardmembersand youth over 18 years of age to undergo background checks. More Than Words is a CORI friendly organizationandreviews CORIs on a case-by-case basis.

MTW EEO Statement

MTW is an equal opportunity employer fully committed to achieving a diverse and inclusive workplace that embraces and encourages applicants of every background. The organizations policy regarding equal employment opportunity means that all decisions regarding recruitment hiring benefits wage and salary administration scheduling disciplinary action and termination will be made without 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 status protected by applicable federal state or local law. If you require reasonable accommodation in completing an application interviewing or otherwiseparticipatingin the employee selection process please direct your inquiries to.

Required Experience:

Director