Operations Manager (Northeast Region)

Mass Audubon; Milton, Northern (MA, KY); Hybrid; USD 76,000 - 86,000; Full time

Job summary

Mass Audubon in Milton, MA seeks an Operations Manager to oversee visitor services, administrative staff, and financial processes across the Northeast Region. Reporting to the Regional Director, this role focuses on delivering reliable customer service, safe operations, and engaging events.

The position requires four+ years in operations or visitor services with supervision, budgeting, and POS systems; travel among sanctuaries is expected, with occasional evenings and weekends.

Qualifications

• Associate’s degree or equivalent experience, plus at least four years of related operations, administrative, or visitor services experience, including staff supervision
• Experience with bookkeeping, transaction controls, budgets, and financial reporting
• Strong organization, communication, customer service, and problem-solving skills; ability to work effectively across multiple locations and departments
• Proficiency with Microsoft Office, including Excel, and willingness to learn financial, point-of-sale, volunteer, and visitor data systems
• Ability to respond to site incidents; current First Aid and CPR certification or willingness to obtain both
• Valid driver’s license and ability to travel among regional sanctuaries; availability for occasional evenings and weekends
• Experience supporting events, volunteers, membership recruitment, retail, or educational programs

Responsibilities

• Set and maintain visitor service standards across assigned sanctuaries, including welcoming practices, admissions, responses to inquiries, and resolution of visitor concerns.
• Train staff in customer service, accessibility, membership promotion, point-of-sale procedures, and site information; monitor visitation, visitor feedback, and membership conversion.
• Coordinate with Membership and Marketing on recruitment campaigns, visitor-facing information, and local outreach; oversee gift shop operations through onsite staff at applicable sanctuaries.
• Oversee site-based transactions and records through onsite staff, including cash handling, deposits, accounts payable, donation processing, corporate cards, invoicing, and point-of-sale systems, in coordination with the Business Office.
• Monitor site budgets and revenue and expense trends; provide timely reports and operational recommendations to the Regional Director and sanctuary leaders.
• Coordinate with Education teams and onsite staff to resolve operational questions related to program payments and visitor inquiries.
• Leverage onsite teams to coordinate office systems, supplies, space reservations, permits, contracts, and records; work with IT and administrative partners on data privacy and security requirements.
• Lead and support office managers in hiring, training, scheduling, supervising, and developing visitor services and administrative staff across the region, while directly supervising assigned regional staff.
• Supervise the Regional Volunteer Coordinator, providing guidance and support as they manage volunteer recruitment, onboarding, time tracking, and engagement across the region.
• Serve as the on-site operational point of contact when the Regional Director or sanctuary manager is unavailable, resolving routine issues and escalating significant matters appropriately.
• Coordinate with Property and other teams to keep public areas clean, accessible, safe, and welcoming; support regional safety by maintaining incident records, and supporting required reporting and training.
• Assess coverage, seasonal demand, staff workload, and budget; recommend changes to staffing levels, roles, and schedules to the Regional Director, and implement approved plans.
• Coordinate operational details of sanctuary events, including planning meetings, staffing, volunteers, signage, admissions, permits, supplies, and attendance and financial tracking.
• Work with Education and Marketing on event logistics, local communications, and visitor feedback; share operational insights to inform future calendars and service improvements.

Skills

Staff supervision

Customer service

Organization

Communication

Problem-solving

Excel

Education

Associate’s degree or equivalent experience

4+ years operations/administrative/visitor services

Tools

Point-of-sale systems

Accounts payable

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Operations Manager (Northeast Region)

Full-time Regular Blue Hills Trailside, Milton, MA, US

5 days ago Requisition ID: 1919

Salary Range: $76,000.00 To $86,000.00 Annually

About Mass Audubon

Mass Audubon is the largest nature-based conservation organization in New England. Founded in 1896 by two women who fought for the protection of birds, Mass Audubon carries on their legacy by focusing on the greatest challenges facing the environment today: the loss of biodiversity, inequitable access to nature, and climate change. With the help of our 160,000 members and supporters, we protect wildlife, conserve and restore resilient land, advocate for impactful environmental policies, offer nationally recognized education programs for adults and children, and provide endless opportunities to experience the outdoors at our wildlife sanctuaries. Explore, find inspiration, and take action at massaudubon.org .

About This Position

Mass Audubon is seeking an Operations Manager to support a welcoming, consistent, and financially sound operations across our Northeast Region. Reporting to the Regional Director, this position leads visitor services and administrative staff across multiple sanctuaries, setting clear expectations, coaching employees, and building a team that can meet changing site needs. The Operations Manager helps shape staffing approaches and works with sanctuary and cross-departmental teams to deliver reliable customer service, accurate financial processes, site safety coordination, and compelling events.

Responsibilities

Visitor Experience and Membership

• Set and maintain visitor service standards across assigned sanctuaries, including welcoming practices, admissions, responses to inquiries, and resolution of visitor concerns.
• Train staff in customer service, accessibility, membership promotion, point-of-sale procedures, and site information; monitor visitation, visitor feedback, and membership conversion.
• Coordinate with Membership and Marketing on recruitment campaigns, visitor-facing information, and local outreach; oversee gift shop operations through onsite staff at applicable sanctuaries.

Financial and Administrative Operations

• Oversee site-based transactions and records through onsite staff, including cash handling, deposits, accounts payable, donation processing, corporate cards, invoicing, and point-of-sale systems, in coordination with the Business Office.
• Monitor site budgets and revenue and expense trends; provide timely reports and operational recommendations to the Regional Director and sanctuary leaders.
• Coordinate with Education teams and onsite staff to resolve operational questions related to program payments and visitor inquiries.
• Leverage onsite teams to coordinate office systems, supplies, space reservations, permits, contracts, and records; work with IT and administrative partners on data privacy and security requirements.

Staff, Volunteers, and Site Coordination

• Lead and support office managers in hiring, training, scheduling, supervising, and developing visitor services and administrative staff across the region, while directly supervising assigned regional staff.
• Supervise the Regional Volunteer Coordinator, providing guidance and support as they manage volunteer recruitment, onboarding, time tracking, and engagement across the region.
• Serve as the on-site operational point of contact when the Regional Director or sanctuary manager is unavailable, resolving routine issues and escalating significant matters appropriately.
• Coordinate with Property and other teams to keep public areas clean, accessible, safe, and welcoming; support regional safety by maintaining incident records, and supporting required reporting and training.
• Assess coverage, seasonal demand, staff workload, and budget; recommend changes to staffing levels, roles, and schedules to the Regional Director, and implement approved plans.

Events and Cross-Functional Support

• Coordinate operational details of sanctuary events, including planning meetings, staffing, volunteers, signage, admissions, permits, supplies, and attendance and financial tracking.
• Work with Education and Marketing on event logistics, local communications, and visitor feedback; share operational insights to inform future calendars and service improvements.

Qualifications

At Mass Audubon, our highest priority is finding the best candidate for the job. Research has shown that people of color and women are less likely to apply for jobs if they don’t believe they meet every one of the qualifications described in a job description. We encourage you to apply, even if you don't believe you meet every one of our described qualifications or you have a less traditional background. We are looking for applicants with the following qualifications:

Must Haves

• Associate’s degree or equivalent experience, plus at least four years of related operations, administrative, or visitor services experience, including staff supervision
• Experience with bookkeeping, transaction controls, budgets, and financial reporting
• Strong organization, communication, customer service, and problem-solving skills; ability to work effectively across multiple locations and departments
• Proficiency with Microsoft Office, including Excel, and willingness to learn financial, point-of-sale, volunteer, and visitor data systems
• Ability to respond to site incidents; current First Aid and CPR certification or willingness to obtain both
• Valid driver’s license and ability to travel among regional sanctuaries; availability for occasional evenings and weekends
• Experience supporting events, volunteers, membership recruitment, retail, or educational programs

Nice to Haves

• Experience in a nonprofit, nature center, museum, or other public-facing organization
• Interest in nature, wildlife, environmental education, and conservation

Compensation, Benefits and Perks

This position’s pay range is $76,000-$86,000 per year; actual salary will reflect level of experience and qualifications relative to position requirements.

Benefits eligible staff at Mass Audubon may elect to enroll in medical, dental, and vision plans. Mass Audubon also offers disability and life insurance plans, a retirement plan, and Flexible Spending Account options. Mass Audubon employment also includes access to an Employee Assistance Program (EAP) through and the Reciprocity Agreement through the Consortium of Non-Profit Arts/Cultural/Environmental Organizations of New England. Mass Audubon employees enjoy 13 paid holidays (holidays may shift annually due to where days fall within calendar).

Work Schedule

Full-time schedule of 40 hours per week, with travel among regional sanctuaries and occasional evening or weekend work as needed.

Other Requirements

Employees must successfully complete a CORI and SORI Background Check and a Motor Vehicle Record (if applicable) is required.

Mass Audubon’s Commitment to Diversity, Equity, Inclusion, & Justice

Mass Audubon embraces diversity and equal opportunity in a serious way. We are dedicated to forming a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be. People of color are strongly encouraged to apply.

Mass Audubon’s mission is to “protect the nature of Massachusetts for people and for wildlife” by building a strong coalition of employees, volunteers, and community members. We recognize that the environmental movement and field of conservation have been affected by societal systems that have limited opportunity and access for many people. As a result, Mass Audubon is committed to creating an inclusive environment for all employees and applicants. We are engaged in an ongoing process of organizational assessment and change, designed to remove barriers and create a workplace where all forms of diversity are recognized and valued.

Equal Employment Opportunity Statement

Mass Audubon is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants. Mass Audubon prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 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.