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Pine Street Inn Director of iCater Enterprises in Boston, Massachusetts

Director of iCater Enterprises

Department: Food Services

Office: 444 Harrison Avenue

Location: Boston, MA

Position Type: Management

Hours/Shift: Morning - First Shift

Employee Type:: Regular Full-time


SCHEDULE: 40 hours, Monday-Friday, 8:30am-5:00pm, additional hours/days as needed. Requires on-site availability


The Director of iCater Enterprises serves a dual role; oversight of all food-related operations for Pine Street Inn, including the iCater social enterprise, as well as oversight and responsibility for all Workforce Development (WFD) programs and outcomes, including the Food Service Training Program (FSTP) and the Housekeeping Training Programs (HKTP).

This individual is instrumental in building upon the existing business and must be a visionary in terms of forecasting a path for the enterprise while sustaining its growth. This position is responsible for maintaining margins and growing the iCater business, working with sales manager and food operations and marketing, and identifying operational efficiencies, while balancing the needs of the WFD trainees and staff.

They will also provide guidance to the WFD team on new initiatives, curriculum decisions and day to day operations of the WFD department.

This position will ensure that the preparation and serving of all meals are all executed in accordance with the standards, practices and expectation of the agency. This entails oversight of the food service production and delivery systems, including purchase and inventory of food and supplies, ensuring conformance with food quality, nutrition, and productivity standards, staff training and development and ensuring the highest possible customer satisfaction.




  • BA/BS Education and training (or equivalent experience) in Food Service Management with emphasis on institutional food service operation, hotel, or restaurant business experience

  • Senior program management experience in a human services organization

  • Sales or marketing experience


  • Proposal and grant writing training

  • ServSafe or equivalent training and/or certification



  • Experience with people with histories of homelessness and/or living in poverty or with low incomes

  • Experience in a large volume, front line social service environment

  • Ability to provide non-judgmental feedback to staff at all levels

  • Prior supervisory or management experience

  • Five years of management with supervisory experience in institutional food service, hotel, or restaurant environments

  • Experience with budget planning and administration

  • Sales and marketing training or experience

    Additionally proficiency in the following competencies is preferred:

  • Business Perspective: Ability to use understanding of broader department or program issues and challenges to achieve desired outcomes. Continuously develops ideas for positioning the program/department for long-term success.

  • Executive Disposition: Demonstrated ability to interact with the senior/leadership levels of staff and officials within and outside immediate one-s own program/department and PSI.

  • Strategic Thinking: Experience developing strategies for dealing with multidimensional issues within department/program.

  • Leading and Managing Change: Experience implementing change within a program or department.



  • Ability to sustain energy in a sometimes stressful environment.

  • Ability to use computer, calculator, fax, copier and other office equipment

  • Flexibility to work or be available according to organizational demands

  • Excellent verbal/written communication and interpersonal skills

  • Works primarily in an office but would spend time in kitchens, serving, dining and storage areas (including refrigerators and freezers)



  • Ability to compare, contrast and quality check work and keen attention to detail. Can present numerical data orally and in writing or through graphics.

  • Ability to make clear, concise decisions and solve complex problems.

  • Establishing and maintaining excellent relationships with staff, volunteers, guests and trainees is critical to the success of this position.

  • Ability to organize, plan, and prioritize work in a fast-paced work environment. Ability to achieve goals in a timely fashion.

  • Strong verbal and written communication skills, with the ability to effectively manage external and internal relationships

  • Requires judgment in prioritizing the performance of tasks, duties, and responsibilities in accordance with written standards, policies and procedures.

  • Ability to function well as a team coordinator and work effectively with a diverse team

  • Ability to foster teamwork among various groups



  • Lead, mentor, engage and develop teams to maximize their contributions, including recruiting, assessing, training, coaching and managing performance.

  • Ensure food services appropriately connects with other departments and programs across the agency.

  • Coach employees by creating a shared understanding about what needs to be achieved and how it is to be achieved. Reward and recognize employees.

  • Ensure safety and sanitation standards in operation.

  • Attends management meetings and participates with committees, work groups, and task forces, at the organizational and/or departmental level, when appointed to do so.

  • Demonstrate and support organizational efforts around diversity, equity and inclusion.

  • Prepares and directs the submission of various food services reports at the required times.

  • Communicates regularly with staff on progress toward defined goals and/or required results, providing specific feedback and initiating corrective action when defined goals and/or required results are not met.


  • The Director will work alongside Senior VP for Operations and iCater Sales Manager in guiding the sales and marketing strategies for the enterprise. Must fully own all details of the enterprise, including customer selection process; driving marketing and communications efforts; planning and helping to execute training and community-building opportunities; and leading all program tracking, evaluation, and improvement efforts.

  • Must authentically and meaningfully engage with social entrepreneurs, the communities they serve to ensure needs are met, curiosities are satisfied, and positive partnerships are built and maintained both internally and externally.

  • Identifies, plans and directs revenue generating opportunities for the department, such as contract fulfillment, without compromising the agency-s responsibility to feed its guests

  • Develop and maintain effective client and customer rapport for mutually beneficial business relationship. Identify client needs and communicate operational progress.

  • Oversee the development of required menu and nutritional information based on contract specifications.

  • Develop strong level of trust and credibility regarding technical nutritional competency. Provide technical expertise in menu planning for regular and specialized diets around nutritional needs. Provide leadership for nutrition related areas of sales opportunities.

  • Customize nutrition programs based on specifications and unique client needs.


  • This individual is responsible for setting the goals and guiding the work of the Associate Director for Workforce Development in the research, communications and continuous improvement activities that support the Workforce Development division at Pine Street Inn.

  • Must be able to build and maintain strong partnerships with internal and external partners

  • Demonstrate creativity and resourcefulness to identify and secure the necessary internal and external resources to ensure efficient and effective execution of all Workforce Development initiatives. This includes, but is not limited to: training for food service and hospitality industries, supermarkets and other retails spaces, customer service jobs, trade careers, housekeeping and laundry services, general maintenance work and in some instances, preparing individuals for other adult education and training programs.


  • Responsible for building revenue and managing budget which includes cost controls with regard to food, beverage and labor as well as ensuring the completion of annual operating budget for Food Services along with iCater-s sales/revenue forecast.

  • Understand performance metrics, data, and order and inventory trends; educate teams on key levers to improve margins.

  • Prepares a detailed budget for the food services operation, justifying budget requests based on the analysis of past use, inventory, projected availability and comparative costs.

  • Presents a multi-year budget projection, which incorporates facility improvements, equipment replacements, and staffing adjustment plans.

  • Manages approved and funded budget; informs staff at every level of budget priority, policies for routine operational expenditures and consequences of non-compliance with budgetary policies.

  • Presents budget proposals to senior/executive management, identifying control measures that will be used to prevent cost overruns and planning when excess expenditures are warranted.


  • Create value through efficient operations, appropriate cost controls, and profit management.

  • Consistent application of operating standards and processes with particular focus on efficiencies in food standards.

  • Understand end to end supply chain and procurement process and systems. Oversees the management of the food and supply procurement with attention to women and minority owned/operated businesses along with delivery and storage systems.

  • Provide technical expertise in menu planning for all nutritional requirements. Provide accurate food cost data for all types of meals required. Considerations for every opportunity include balancing budgetary constraints with nutritional requirements.


  • Maintain a safe and healthy environment for trainees, employees, visitors/volunteers and customers.

  • Comply with all applicable policies, rules and regulations, including but not limited to those relating to safety, health, and wage and hour.

  • Ensure compliance with government regulations and education on industry trends.

  • Create systems to ensure the compliance with menus, standardized recipes and administrative policies.


  • Directs and monitors the food services operation, establishing control measures for operating expenses, food production and quality service.

  • Supervises the purchasing and acquisition functions, developing policies and administrative procedures for the management of food and supply inventory control systems

  • Performs periodic inspections to ensure safe food handling techniques are being employed in short- and long-term storage of cooked and raw food products.

  • Develops a comprehensive equipment replacement and upgrade plan, based on life expectancy of existing units, budget projections and facility modification or renovation plans


  • This individual is involved in all progressive disciplinary action and employee-relation matters pertaining to individuals within food services, iCater and workforce development.

  • Works closely with direct reports and pertinent human resources personnel on all aspects of personnel management and employee relations.

  • Identifies staff training (both internally and externally) needs and ensures the required on-the-job-training is being conducted at the appropriate times and in the appropriate manner. Work with direct reports and training department to ensure staff attend mandated PSI trainings.

  • Plans and schedules regular staff meetings and gatherings to build teamwork and improve employee morale.

  • Identifies problem resolution options and attempts to resolve issues prior to the filing of a formal grievance. Advises employees of appropriate grievance procedures.


  • Defines goals and/or required results at the beginning of performance period and gains acceptance of ideas by creating a shared vision.

  • Communicates regularly with staff on progress toward defined goals and/or required results, providing specific feedback and initiating corrective action when defined goals and/or required results are not met.

  • Confers regularly with staff to review employee relations climate, specific problem areas and actions necessary for improvement.

  • Evaluates employees at scheduled intervals, obtains and considers all relevant information in evaluations and supports staff by giving praise and constructive criticism.

  • Recognizes contributions and celebrates accomplishments.

  • Motivates staff to improve quantity and quality of work performed and provides training and development opportunities as appropriate.

  • Look for opportunities to develop staff and promote internal advancement.

  • Ensures good coordination and communication with all other departments and programs at the Inn.

  • Build agency and donor relations through outreach; establish and maintain effective working relationships with outside agencies.