Operations Manager - Bookstore

Compensation Range: $66,300 - $70,000/year commensurate with experience 

Benefits:
We have three comprehensive healthcare plans to choose from based on your priorities and budget. Housing Works covers most of the plan; you pay a portion, based on your salary. Staff begins accruing PTO immediately for a total of up to 30 days earned in the first year. We offer employees an educational benefit. This money is available for tuition loan reimbursement, tuition costs, and text books.

Overview:

The Bookstore Operations Manager is responsible for the operational and financial performance of Housing Works Bookstore. This role drives revenue growth and operational excellence by translating strategic priorities into measurable results. The Operations Manager leads the retail team, optimizes processes, and actively identifies opportunities to increase sales, efficiency, and customer experience quality. This is a high-impact, hands-on leadership role with clear ownership of revenue performance, staff accountability, and adherence to brand and service standards.

Responsibilities:

Revenue & Business Performance

• Own performance of consistently delivering against revenue targets for the Bookstore Retail business unit

• Monitor daily sales, identify gaps, and take decisive action to close them

• Drive growth through merchandising, pricing, promotions, and upselling strategies

• Partner with the Bookstore Administrative Manager and Quality & Innovation Manager to strengthen performance across all business units

• Leverage sales data, customer behavior, and operational insight to identify opportunities, expand reach, and improve conversion and average transaction value

Operations Management

• Lead day-to-day operations across the Bookstore ensuring alignment in staffing, inventory, and sales execution

• Streamline workflows to increase efficiency, control costs, and strengthen the customer experience

• Oversee food & beverage operations with full accountability for profitability and NYC health compliance

• Maintain disciplined inventory controls to protect margin and minimize loss

Team Leadership & Accountability

• Build and lead a strong team with clear ownership of results

• Set and reinforce expectations tied to revenue, operations, and service standards

• Drive accountability through regular performance management, coaching, and follow-through

• Foster a culture of ownership, urgency, and consistent execution

• Ensure all customer interactions reflect Housing Works’ service standards

Standards, Compliance & Culture

• Ensure full compliance with health, safety, and legal requirements

• Maintain consistency in brand presentation, service delivery, and mission alignment

• Champion a culture of fundraising, community engagement, and mission impact

Stakeholder & Relationship Management

• Build and maintain strong relationships across vendors, donors, customers, and internal teams

• Represent Housing Works externally as a clear and credible ambassador of the mission

• Demonstrate excellent teamwork, and growing this within the businesses and amongst the support team

• Works closely with the Director to ensure that the Bookstore is accountable for demonstrating Housing Works values and complying with all legal and commercial obligations and Housing Works’ policies and procedures

• Maintain professional and technical knowledge by attending training meetings/sessions and through independent study

• Be a Housing Works Ambassador by knowing and communicating the Mission Statement, outreaching to the community, and participating in a minimum of four direct actions per year aimed at ending the twin crises of homelessness and HIV/AIDS

Educational Requirements

• High school Diploma or equivalent, college degree preferred

• 3-5 years of leadership experience in retail, hospitality, or multi-unit operations

• Strong financial and operational acumen with a track record of driving revenue growth

• Experience managing events, retail environments, or hybrid business models preferred

• Proficiency in Microsoft Office, POS systems, and event software

• NYC Food Protection Certificate and NYS ATAP Certification preferred; if not certified, must obtain within 6 months of start date

• Strong coaching, team leadership, and performance management skills

• Results-driven leadership with strong accountability mindset

• Strategic thinking paired with hands-on execution

• Data-driven decision making and problem solving

• Excellent communication and team development skills

• Commitment to Housing Works’ mission

• Flexibility in schedule; weekends and holidays are required; required to work over 40 hours a week as necessary

• Frequently communicates (exchanges information, converse with, express oneself) with staff, vendors, supervisors, and community at large

• Excellent verbal and written communications skills, articulations and instruction of policy and procedure. Coach staff in accordance with organizational policy and best practices

• Frequently required to work at a computer approximately 20% of the time, 80% of the time will be interacting with staff and customers, this position may not be performed remotely

• Frequently required to lift a minimum of 40 pounds

• Frequently required to stand, walk, kneel, and bend for long periods of time

• Occasionally required to traverse public transportation to attend meetings and/or participate in presentations and training seminars

• Occasionally exchange information in communication with individuals who are agitated, confrontational or difficult patrons from a variety of socio-economic, cultural and religious backgrounds

Job candidates should be aware that scammers may pose as employers and create fake job postings in order to extract personal information from individuals for financial gain. Housing Works will never ask job candidates for personal information, such as social security numbers or bank account details, over the phone. If you suspect that a job posting may be fake or wish to confirm that a job posting from Housing Works is genuine, please contact us at [email protected]

Housing Works was founded in 1990; With a long-term commitment to AIDS advocacy. Housing Works established New York State’s first harm reduction-based, OASAS-licensed outpatient drug treatment program. Other services include Health Home care management, behavioral health, and syringe exchange programs. A pioneer in the social entrepreneurship movement, Housing Works operates 10 high-end thrift shops in Manhattan and Brooklyn and a much-loved Bookstore Cafe in Soho. For more information, visit www.housingworks.org

Housing Works fights for funding and legislation to ensure that all people living with HIV/AIDS have access to quality housing, healthcare, HIV prevention, and treatment, among other lifesaving services.

Housing Works provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements. Housing Works complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. Housing Works also does not request prior salary information during the hiring process. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.