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:

• 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

• 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

• 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

• 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

• 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

• 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…