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 serve. People of color are highly encouraged to apply.

The Opportunity

The Associate Director of Retail & Online Operations plays a central leadership role at MTW’s 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.

A core strategic initiative of this role is leading the transition of the Waltham storefront—transforming an existing 400 sq. ft. bookstore into a vibrant, expanded 1,900 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 MTW’s presence in the community.

This position blends approximately 85% leadership of in-person retail operations with 15% 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 relaunched 1,900 sq ft thrift 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 full‑time 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 2–6 young people).

Online Operations:

Supervise the Senior Manager of Online Operations overseeing a 25,000‑book 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 youth‑employment programming.
Work alongside youth in both retail and online shifts to build skills and reinforce expectations.
Hold youth accountable to safety, attendance, professionalism, and performance standards.
Train youth in customer service, POS systems, merchandising, and inventory management.
Coach youth in professionalism, problem‑solving, and adaptability; provide consistent feedback and mentorship to build confidence and future employability.

Key Qualifications:

High school diploma, GED, or significant work experience required; bachelor’s 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.
Customer‑service oriented; responsible, flexible, ethical, and reliable.
Ability to lift 25+ lb boxes 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 driver’s 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.

All of MTW’s sites are commuter friendly and are conveniently located near public transportation.

Background Checks

More Than Words requires all staff, service members, volunteers, board members and youth over 18 years of age to undergo background checks. More Than Words is a CORI friendly organization and reviews 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 organization's 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 otherwise participating in the employee selection process, please direct your inquiries to HR@MTWyouth.org.

More Than Words

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Associate Director of Retail and Online Operations - Waltham