Operations Manager (Northeast Region)

Mass Audubon•Belmont, MA

15h•$76,000 - $86,000•Hybrid

About The Position

Mass Audubon is seeking an Operations Manager to support a welcoming, consistent, and financially sound operations across our Northeast Region. Reporting to the Regional Director, this position leads visitor services and administrative staff across multiple sanctuaries, setting clear expectations, coaching employees, and building a team that can meet changing site needs. The Operations Manager helps shape staffing approaches and works with sanctuary and cross-departmental teams to deliver reliable customer service, accurate financial processes, site safety coordination, and compelling events.

Requirements

Associate’s degree or equivalent experience, plus at least four years of related operations, administrative, or visitor services experience, including staff supervision
Experience with bookkeeping, transaction controls, budgets, and financial reporting
Strong organization, communication, customer service, and problem-solving skills; ability to work effectively across multiple locations and departments
Proficiency with Microsoft Office, including Excel, and willingness to learn financial, point-of-sale, volunteer, and visitor data systems
Ability to respond to site incidents; current First Aid and CPR certification or willingness to obtain both
Valid driver’s license and ability to travel among regional sanctuaries; availability for occasional evenings and weekends
Experience supporting events, volunteers, membership recruitment, retail, or educational programs
Must successfully complete a CORI and SORI Background Check and a Motor Vehicle Record (if applicable) is required.

Nice To Haves

Experience in a nonprofit, nature center, museum, or other public-facing organization
Interest in nature, wildlife, environmental education, and conservation

Responsibilities

Set and maintain visitor service standards across assigned sanctuaries, including welcoming practices, admissions, responses to inquiries, and resolution of visitor concerns.
Train staff in customer service, accessibility, membership promotion, point-of-sale procedures, and site information; monitor visitation, visitor feedback, and membership conversion.
Coordinate with Membership and Marketing on recruitment campaigns, visitor-facing information, and local outreach; oversee gift shop operations through onsite staff at applicable sanctuaries.
Oversee site-based transactions and records through onsite staff, including cash handling, deposits, accounts payable, donation processing, corporate cards, invoicing, and point-of-sale systems, in coordination with the Business Office.
Monitor site budgets and revenue and expense trends; provide timely reports and operational recommendations to the Regional Director and sanctuary leaders.
Coordinate with Education teams and onsite staff to resolve operational questions related to program payments and visitor inquiries.
Leverage onsite teams to coordinate office systems, supplies, space reservations, permits, contracts, and records; work with IT and administrative partners on data privacy and security requirements.
Lead and support office managers in hiring, training, scheduling, supervising, and developing visitor services and administrative staff across the region, while directly supervising assigned regional staff.
Supervise the Regional Volunteer Coordinator, providing guidance and support as they manage volunteer recruitment, onboarding, time tracking, and engagement across the region.
Serve as the on-site operational point of contact when the Regional Director or sanctuary manager is unavailable, resolving routine issues and escalating significant matters appropriately.
Coordinate with Property and other teams to keep public areas clean, accessible, safe, and welcoming; support regional safety by maintaining incident records, and supporting required reporting and training.
Assess coverage, seasonal demand, staff workload, and budget; recommend changes to staffing levels, roles, and schedules to the Regional Director, and implement approved plans.
Coordinate operational details of sanctuary events, including planning meetings, staffing, volunteers, signage, admissions, permits, supplies, and attendance and financial tracking.
Work with Education and Marketing on event logistics, local communications, and visitor feedback; share operational insights to inform future calendars and service improvements.

Benefits

medical
dental
vision
disability insurance
life insurance
retirement plan
Flexible Spending Account options
Employee Assistance Program (EAP)
Reciprocity Agreement through the Consortium of Non-Profit Arts/Cultural/Environmental Organizations of New England
13 paid holidays