Director Of Online Operations
More Than Words
Director Of Online Operations
More Than Words (MTW) is a social enterprise that empowers youth, ages 16-24, 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 ensuring 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.
M
ore Than Words (MTW) is seeking a visionary and strategic Director of Online Operations to lead and expand our thriving e-commerce enterprise. As MTW's largest revenue-generating business, our online retail operation brings in over $2.5 million annually and provides transformative job training to more than 60 system-involved youth at any given time. This senior leadership role is ideal for a dynamic, mission-driven professional with deep expertise in e-commerce, operational excellence, and team development. The Director will be responsible for driving innovation, ensuring operational sustainability, and aligning business performance with MTW's mission: to empower youth through meaningful employment and personal growth. This role reports to the Chief of Social Enterprise.
Key responsibilities of this position include, but are not limited to:
Strategic Leadership & Innovation
Lead the strategic direction and execution of MTW's online business operations, ensuring alignment with organizational goals and mission impact. Identify and implement scalable systems and technology solutions that enhance operational efficiency, customer experience, and data integration. Drive continuous improvement through process audits, cost-saving initiatives, and vendor optimization. Stay ahead of e-commerce trends and market dynamics to maintain MTW's competitive edge and adaptability. Foster a culture of innovation by encouraging experimentation and creative problem-solving across teams. Serve as a key member of the senior leadership team, contributing to enterprise-wide strategy, cross-functional initiatives, and long-term planning. Collaborate with executive leadership to identify new business opportunities and partnerships that advance MTW's mission.
Team Development & Organizational Culture
Build and lead a high-performance team of 5+ direct reports, including managers, staff, interns, and volunteers; foster a culture of accountability, continuous improvement, and youth-centered leadership. Champion professional development and performance management systems that align with MTW's values and business goals. Model inclusive leadership and promote equity, diversity, and belonging across all levels of the organization. Facilitate team-building initiatives and leadership development programs to enhance staff engagement and retention.
Business Operations & Financial Oversight
Lead budgeting, tracking, and execution of revenue targets exceeding $2.5 million. Monitor, ensure compliance and exceed marketplace satisfaction targets on 5 major e-commerce marketplaces we sell on – Amazon, eBay, Abe Books, Alibris, Valore and Biblio. Oversee all aspects of online sales, inventory management, vendor relations, customer service, and fulfillment operations. Monitor and analyze key performance indicators (KPIs), financial benchmarks, and customer feedback to drive data-informed decision-making. Ensure compliance with safety, legal, and operational standards; manage risk and implement quality assurance protocols. Develop and manage annual budgets, forecasts, and financial reports for the online business unit. Optimize supply chain logistics and vendor contracts to maximize profitability and efficiency.
Youth Development
Collaborate with youth development staff to ensure seamless integration of business operations with youth training and support. Provide direct coaching and mentorship to youth employees, modeling professionalism and reinforcing MTW's core values. Design and support systems that empower youth to take leadership roles in business operations. Evaluate and enhance the impact of youth employment experiences through feedback and performance metrics.
Key Qualifications:
7+ years of progressive leadership experience in e-commerce, retail operations, or business development. Proven track record of managing high-performing teams and scaling business operations. A strong financial acumen and experience with budgeting, forecasting, and performance analysis. Proficiency with e-commerce platforms, CRM systems, and cloud-based business tools. Exceptional communication, organizational, and project management skills. Demonstrated commitment to social impact, youth development, and equity. Great customer service, technological aptitude, and a willingness to be accountable for the business are keys to success. Able to regularly lift boxes weighing approximately 25 pounds and move easily up and down stairs. Possess a valid driver's license.
Schedule: Monday - Friday, 9:00 AM - 5:00 PM EST. Candidate must be able to work some evening and weekend shifts.
Location: This position will be shared across our sites but predominately reside at our Boston location.
Compensation: $91,250-$96,562; commensurate with 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 care, transportation and parking
Generous paid vacation and sick time
Significant growth opportunities and professional development
Employee Discounts
To apply: Please include both resume and cover letter. All of MTW's sites are commuter friendly and are conveniently located near public transportation.