Director of Operations Lebanon, NH - LISTEN Community Services

Position: Operations Director

Classification: Exempt/ Full-time

Reports to: Executive Director

Pay: $96,000 - $110,000

Position Objectives: The Director of Operations provides strategic leadership and management for key operational areas at LISTEN Community Services, including retail operations, logistics and fleet management, and facilities oversight. This role’s primary focus is developing, supporting, and leading the teams that power LISTEN’s operations, ensuring staff have the tools, systems, and leadership needed to succeed. Retail operations represent a critical revenue stream supporting LISTEN’s mission, and the Director will work closely with senior leadership, retail managers and staff to strengthen performance, improve operational systems, and enhance the customer and donor experience. The Director of Operations is responsible for building strong teams, creating clear operational systems, and fostering a culture of collaboration, accountability, and mission alignment.

Duties and Responsibilities:

People Leadership & Operational Management

• Lead, mentor, and support managers and staff across retail, product logistics, and facilities operations.
• Foster a culture of collaboration, accountability, and mission-driven service.
• Provide leadership, coaching, supervision, and professional development for operational managers and supervisors.
• Ensure operational leaders have the tools, training, and systems needed to effectively manage teams and deliver strong results.
• Provide clear communication and coordination across departments to support organizational goal achievement.
• Promote an inclusive and positive workplace culture aligned with LISTEN’s mission and values.

Retail Operations Leadership

• Provide strategic leadership for LISTEN’s retail operations, ensuring strong financial performance, excellent employee, customer and donor experiences.
• Provide leadership to retail managers to strengthen store operations, merchandising, staffing, and donation intake processes.
• Monitor and analyze key performance metrics including sales, revenue, inventory flow, and operational efficiency.
• Identify and oversee implementation of improvements to retail systems, methods to increase revenue, and overall enhancement to store operations.
• Ensure retail operations are well-integrated with warehouse and logistics systems.
• Ensure retail environments are welcoming, organized, and aligned with LISTEN’s mission.

Logistics, Warehouse & Fleet Operations

• Provide leadership and oversight of LISTEN’s logistics and warehouse operations, ensuring efficient systems for the intake, sorting, storage, and distribution of donated goods.
• Ensure effective coordination of inventory flow and product movement between donation intake, warehouse processing, and retail locations.
• Provide strategic oversight of LISTEN’s fleet and transportation logistics, ensuring systems and leadership are in place to support safe and efficient donation pickups, movement of goods between warehouse and retail locations, and delivery of donated items to various LISTEN locations.
• Ensure logistics operations support organizational needs, including the pickup and delivery of large program donations and the coordination of transportation and logistical support for major community events and organizational initiatives.
• Identify opportunities to strengthen logistics systems, improve routing and coordination, and enhance operational efficiency.
• Ensure DOT compliance, safe warehouse practices and proper handling of donated goods.

Facilities Strategy & Oversight

• Provide strategic oversight of LISTEN’s facilities portfolio, including retail locations, warehouse operations, and other organizational spaces.
• Ensure facilities strategy and infrastructure support retail performance, logistics operations, program delivery, and organizational growth.
• Oversee the leaders and systems responsible for facility maintenance, vendor management, and building operations.
• Guide long-term facility planning, capital improvements, and space utilization to support operational efficiency and community needs.
• Ensure facilities support safe, accessible, and welcoming environments for staff, volunteers, donors, and community members.

Operational Systems & Organizational Planning

• Strengthen operational systems, policies, and procedures that support effective cross-departmental coordination.
• Identify opportunities to improve efficiency, scalability, and operational consistency across locations.
• Partner with the Executive Director and leadership team on operational planning, budgeting, and strategic initiatives.
• Monitor operational performance and provide leadership reporting to support informed decision-making.
• Other duties as necessary.

Requirements

• 5+ years of experience in operations leadership, retail management, logistics, or related fields.
• Experience overseeing logistics, warehouse operations, or fleet management.
• Experience managing multi-site facilities or operational infrastructure.
• Experience working in nonprofit or mission-driven organizations preferred.
• Background in thrift retail or donation-based retail environments preferred.
• Demonstrated success leading managers and developing teams.
• Demonstrated success in achieving results through transparency and accountability.
• Strong operational leadership, organizational, and problem-solving skills.
• Experience improving operational systems and processes.
• Ability to manage complex operational environments across multiple functional areas.
• Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) with strong computer skills, including collaboration tools like Teams, SharePoint, Zoom. Able to quickly learn and adapt to new software and technologies.
• Strong leader with an ability to guide and mentor employees at all levels, focusing on personal and professional development to enhance capabilities and performance.
• Exceptional communication skills, with the ability to balance transparency and confidentiality.
• Proven experience working with diverse teams, commitment to DEI initiatives, and fostering inclusive work environments is essential.
• Positive, compassionate attitude and strong desire to help others.
• Extensive experience in budgeting and expense management.
• Strong operational leadership, including, developing and implementing operational policies and procedures to ensure efficiency and effectiveness.
• Demonstrates exceptional interpersonal effectiveness by building rapport, fostering collaboration, and communicating clearly, which enhances team dynamics and promotes a positive work environment.
• Strong leadership and communication skills, with the ability to build a trusted rapport with stakeholders, vendors, partners and community members.
• Comfortable speaking to the mission of the organization and initiatives.
• Commitment to maintaining confidentiality and adhering to compliance regulations.
• Willingness to provide information for background check processing. 

Salary Description