Associate Director of Retail & Online Operations - Waltham

More Than Words • Waltham, MA

1d • $70,000 - $80,624 • Onsite

About The Position

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 serve. People of color are highly encouraged to apply.
The Associate Director of Retail and Online Operations - Waltham reports to the Waltham Site Director, works in partnership with Associate Directors at the Waltham site and in conjunction with cross site retail teams, supervises business staff, additional staff 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.”

Requirements

• A high school diploma, GED or significant work experience is required.
• At least 5 years’ experience successfully managing retail operations (secondhand market preferred), including managing budgets, vendors, clients, visual merchandising, and inventory reconciliation
• Experience with digital marketing, content creation, branding, and community outreach
• Must have ability to multi-task and think on numerous levels simultaneously (supporting individual youth, developing an empowering youth training model & managing a legitimate business)
• Must be responsible, flexible, hard-working, ethical, trustworthy, sincere and willing to hold youth accountable for their choices
• Must have strong communication skills, and ability to convey information up and down in alignment with organization and team decisions.
• Must have passion for sharing knowledge and skills with youth and empowering them to run the business
• A natural affinity for networking and demonstrated confidence 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

Nice To Haves

• A four-year college degree is preferred, or relevant work experience may be considered in lieu of a college degree
• Experience with CRM cloud-based programs and inventory management programs
• Possess a valid driver’s license

Responsibilities

• 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 rotations—including idea generation, promotions, and displays—to 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 and optimized for 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 expectations in accordance with core competencies and KPIs.
• Establish and monitor operational, performance, and safety standards/policies and ensure mechanisms are in place to foster and monitor accountability.
• Own site-specific administrative functions, including scheduling, financial management, analyses and 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 2–6 young people).
• Supervise the Senior Manager of Online Operations who oversees the online book warehouse inventory (~25,000 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 2–6 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.
• 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 performance—including 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.

Benefits

• Medical and Dental Insurance
• 401K with up to 3.5% Employer Match
• Optional tax saving Flexible Spending Accounts (FSA) for health, dental, dependent care, transportation and parking
• Generous paid vacation and sick time
• Significant growth opportunities and professional development
• Employee Discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: High school or GED
• Number of Employees: 51-100 employees