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 ofa business. By working as a team to manage theirownretail and online used book business and community space youth developthe employmentskills leadership and self-confidence they needto 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 serve.People of color are highly encouraged to apply.

TheOpportunity

The Associate Director of Retail and Online Operations - Waltham reportsto theWaltham Site Director works in partnership with Associate Directors at the Waltham site and in conjunction with cross site retail teams supervises business staffadditionalstaff when applicable and serves as a role model and professional resource for youth. This role combines operational leadership of the Waltham thrift retail store (approximately 85% of the role) with supervisory oversight of Online Operations (approximately 15% of the role). Demonstrates ability to achieve results through others by setting clear expectations delegating effectively and motivating team members; invests in developing others through coaching and resources; fosters an inclusive community where youth feel safe to learn and grow.This position offers an exciting opportunity for an individual with a high degree of social responsibility and an orientation to high performance to join a growing organization that combines doing good while doing well.

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

Operational Management (Retail):

• Provide operational leadership management and oversight for all aspects of the Waltham thrift retail store ensuring sustainability growth customer satisfaction and achievement of financial performance and quality standards.

• Track key performance indicators and apply analysis to merchandising and sales strategies with data-informed decision making.

• Cultivate inventory and merchandise selection of used books art furniture home goods and thrift clothing in partnership with youth team.

• Coordinate as needed with onsite events to ensure smooth operations.

• Manage training and systems for routine and seasonal display rotationsincluding idea generation promotions and displaysto drive foot traffic to the newly converted Waltham location.

• Partner with the marketing team to ensure retail sales store activations and community outreach are advertised andoptimizedfor increased foot traffic.

• Train supervise and evaluate two full-time managers and youth staff; develop others give and receive feedback and promptly address performance to ensure consistent team oversight.

• Work in partnership with the Director of Business Operations to prioritize delegate and set performance expectationsin accordance withcore competencies and KPIs.

• Establish andmonitoroperational performance and safety standards/policies and ensure mechanisms are in place to foster andmonitoraccountability.

• Own site-specific administrative functions including schedulingfinancial managementanalysesand reporting facilities and technology.

• Ensure exemplary customer service and foster an inclusive environment for customers and team members.

• Staff shifts as needed to ensure coverage and meet customer needs (youth shift sizes typically range from 26 young people).

Operational Management (Online Operations):

• Supervise the Senior Manager of Online Operations who oversees the online book warehouse inventory (25000 books) vendor relationships customer service standards and fulfillment systems.

• Provide leadership and coaching to ensure online operations meet articulated financial performance quality and compliance standards.

• Support youth development on online shifts (typically 26 young people) through clear expectations feedback and accountability in partnership with the Senior Manager.

• Ensure scheduling training and systems are in place for effective online operations while focusing your time primarily on strategic oversight rather than direct day-to-day management.

Managing Youth Employment:

• Support staff to manage youth training schedules and youth meetings; ensure integration between YOU Job and Business Job in alignment with the MTW core model.

• Work alongside youth on operations shifts (retail and online as needed) to provide ongoing training feedback and support to improve performance.

• Hold youth employees accountable for safety policies and performanceincluding attendance punctuality professionalism and efficiency with tasks on shift.

• Ensure youth gain deeply engaged skills in customer service excellence customer retention strategies and marketable retail skills including merchandising POS systems and inventory management.

• Coach youth to develop professionalism problem-solving and adaptability in a retail environment.

• Embed feedback loops and mentorship moments to build confidence and measurable skills for future employment.

KeyQualifications:

• A high school diplomaGEDor significant work experience is.

• Afour-yearcollege degree is preferred or relevant work experience maybe consideredin lieu ofa college degree

• At least 5years experiencesuccessfully managing retail operations(secondhandmarket preferred) including managing budgets vendors clients visual merchandising and inventoryreconciliation

• Experience with digital marketing content creation branding and community outreach

• Must have ability to multi-task and think onnumerouslevels simultaneously (supporting individual youth developing an empowering youth training model & managing a legitimate business)

• Must be responsible flexible hard-working ethical trustworthysincereand willing to hold youth accountable for their choices

• Must havestrong communicationskills and ability toconvey information up and down in alignment with organizationandteam decisions.

• Must have passion for sharing knowledge and skills with youth and empoweringthemto run the business

• A natural affinity for networking anddemonstratedconfidence and poise is essential for success as is a strong customer-service orientation and willingness to be accountable

• Must be able to lift and carry boxes of books weighing over 25 pounds on a frequent basis

Preferred Qualifications:

• Experience with CRMcloud-basedprogramsand inventory management programs

• Possess a valid drivers license

Schedule:Monday-Friday 9am-5pm with anexpectation 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 bothresume and a cover letter.

All ofMTWs sites are commuter friendlyand areconvenientlylocatednear public transportation.

Background Check:

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