Operations Manager - Michigan

Summary

The Operations Manager will oversee the daily operations of our cannabis laboratory’s field sampling and customer service teams, to efficiently collect and process samples while providing superior customer service.

Responsibilities include but are not limited to, daily scheduling of certified samplers, overseeing a compliant sample intake process and continuously improving the customer experience. Operations Manager role also includes duties as the site manager, to ensure the site is inviting for customers and safe for employees. Location of the site is metro Detroit area.

Principle Responsibilities Include:

People

· Supervising field employees and providing continuous training in customer care

· Overseeing daily scheduling of field and intake employees to provide efficient service

· Managing bank deposits daily

· Signatory and check writing

· Coordinating payroll with Agricor HR

· Ensuring sample intake procedures are compliant with applicable quality and regulatory requirements

· Facilitating employee outages for sufficient coverage

· Issue resolution or escalation to Agricor as appropriate

· Oversee all day-to-day issues that arise

· Managing employee responses to customer inquiries regarding both samples and results

· Coordinating new hire on-boarding in association with Agricor HR

· Interfacing with executive staff at Agricor

· Resolving customer issues within the same business day

· Managing customer feedback loop to ensure the Company is providing the desired services

Process

· Ensuring execution of process/productivity improvement initiatives including corporate initiatives

· Establishing KPIs as well as collects data and reports on those KPIs

· Developing service policies and procedures

· Providing Executive Leadership Team recommendations on activities to drive superior client service, employee engagement to reach the Company’s quality and financial objectives

KNOWLEDGE AND SKILL

· A minimum of 3-5 years’ experience in leadership roles in customer service, analytical sciences, logistics and/or field operations

• Degree in Business Management or Science
• Experience in KPI development and management
• Experience in building and growing an organization into a high-performance team
• Demonstrated leadership, interpersonal, communication, and motivation skills
• Excellent writing and oral communication skills are required
• Well-practiced in exercising sound judgment in decision-making
• Demonstrated prioritization and organization skills
• Ability to answer to the Company CEO who is in different geographical location

The preferred candidate will have:

• Knowledge of the Cannabis and Hemp industries
• The ability to troubleshoot customer concerns real time
• The ability to quickly learn and understand cannabis regulations, testing and results data
• Previously work in an environment that required a high degree of attention to detail
• Working knowledge of Microsoft Office suite

WORKING CONDITIONS

Work is performed in a mixed laboratory office environment and requires extensive computer, employee involvement and customer interface work. Laboratory work requires the use of PPE as appropriate.

DECISION MAKING

Take action, final decision, recommend

Exercises judgment within defined practices and policies in selecting methods and techniques for obtaining solutions. Acts as an advisor to staff to resolve problems. Develops performance requirements and evaluates staff members accordingly. Establishes and recommends changes to policies which affect subordinate organization. Erroneous decisions will result in critical delays in schedule and or unit operations and may jeopardize overall business activities.

SUPERVISION RECEIVED

The Operations Manager acts independently in all of the Duties and Responsibilities listed. Receives guidance in the form of objectives and establishes goals to meet objectives from Executive Leadership. Provides guidance to staff to achieve goals in accordance with established policies. Work is reviewed and measured based on meeting established objectives and schedules. Identifies and reports any discrepancies from normal practices or procedures to senior management, recommending and implementing corrective actions.

SUPERVISION EXERCISED

Required to provide guidance, oversee the activities, and participate in the on-the-job training of less experienced staff. Direct supervision of as many as 7-10 non-exempt employees.

Salary Range

The role is eligible for the following benefits

Medical

Dental

Vision

401(k)

Salary Range: 120k to 140k

Job Type: Full-time

Pay: $120,000.00 - $140,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Supplemental Pay:

• Bonus pay

COVID-19 considerations:
we follow requirement for every State

Work Location: One location