Multi-Site Retail Operations Manager

Job Description

Job Description

Hearts for the Homeless is seeking a driven and accountable Multi-Site Retail Operations Manager to lead the day-to-day performance of our growing thrift store business unit.

Reporting directly to the President & CEO, this role provides leadership and accountability to Store Supervisors while overseeing operational performance across three retail locations, a centralized processing warehouse, approximately 50 team members, and a growing multi-million-dollar thrift store business unit.

The thrift and resale industry continues to experience strong growth as consumers increasingly seek value, sustainability, and reuse. Hearts is investing in leadership development, technology, operational analytics, automation, and AI-assisted tools to strengthen performance, improve visibility, and support long-term growth.

Hearts believes that strong systems help good people make better decisions consistently. Through investments in operational systems, performance measurement, accountability processes, and technology, the organization has built a foundation for sustained performance. The Multi-Site Retail Operations Manager will play a key role in reinforcing those systems, strengthening accountability, developing supervisors, and ensuring consistent execution across all locations.

One of the most important responsibilities of this role is developing people. The successful candidate will coach, support, and hold Store Supervisors accountable while helping them grow as managers, leaders, and operators. This position is ideal for someone who enjoys balancing people leadership, operational accountability, problem-solving, and continuous improvement.

At Hearts for the Homeless, our thrift stores do more than sell donated goods. They help fund programs that provide food, clothing, hope, and support to individuals experiencing homelessness and those in need throughout Western New York. This is an opportunity to lead a growing business unit while making a measurable impact on both organizational performance and community outcomes.