Retail Operations Manager
A licensed cannabis retailer in the Boston area is seeking an experienced Retail Operations Manager to lead the day-to-day execution of a high-volume, customer-facing retail operation. This is a hands-on leadership role for someone who knows how to develop people, strengthen operational systems, improve performance, and create an exceptional customer experience. This is not an office-based management position. The Retail Operations Manager will maintain a consistent presence on the sales floor, observe the business in real time, coach leaders and employees, identify operational gaps, improve processes, and ensure expectations around service, performance, compliance, and execution are consistently met. The ideal candidate is equal parts people leader, coach, operator, and systems-builder . Cannabis experience is welcomed, but not required. We are particularly interested in leaders from high-volume retail, hospitality, entertainment, or other customer-facing environments where service, pace, accountability, operational consistency, and team development are critical. LEADERSHIP, COACHING & TEAM DEVELOPMENT This role is responsible for developing frontline managers, supervisors, leads, and retail employees. Key responsibilities include: Maintain a visible and consistent leadership presence on the sales floor Observe managers and employees during day-to-day operations and provide timely, constructive coaching Develop managers and emerging leaders into stronger, more confident people leaders Coach managers on training, motivating, developing, and holding their teams accountable Identify performance, training, communication, and leadership gaps before they become larger operational issues Reinforce expectations through consistent follow-up and accountability Ensure employees receive effective and consistent onboarding, training, and development Build a culture of continuous coaching and feedback Partner with senior leadership and HR on employee performance matters Participate in performance evaluations, coaching conversations, corrective action, and performance improvement processes when necessary The goal is not for this person to personally conduct every training or solve every problem. The goal is to develop strong managers who can effectively lead their own teams. SYSTEMS, PROCESSES & SOPs The Retail Operations Manager will build, document, implement, and continuously improve the systems that support consistent retail execution. Responsibilities include: Develop and maintain retail standard operating procedures Create systems that support consistent execution across shifts and leadership teams Identify recurring operational problems and address root causes Evaluate existing processes and recommend improvements Create checklists, workflows, training materials, accountability tools, and other operational resources Ensure new procedures are clearly communicated and properly trained before implementation Train managers and supervisors to implement and reinforce operational standards Monitor adherence to procedures and address execution gaps Evaluate new systems after implementation and make adjustments as needed Ensure important operational knowledge is documented and transferable across the team When a recurring issue exists, this leader should be able to identify the problem, understand the root cause, build a solution, document the process, train the team, inspect execution, and create accountability around the standard. CUSTOMER EXPERIENCE & HOSPITALITY The Retail Operations Manager is responsible for ensuring a consistently strong customer experience throughout the retail environment. Responsibilities include: Establish and reinforce service and hospitality standards Ensure customers are acknowledged, welcomed, assisted, and confidently guided through their experience Coach employees on customer discovery, product conversations, recommendations, add-on selling, and engagement Observe customer interactions and provide real-time coaching Identify and correct breakdowns in service, communication, floor coverage, or customer flow Ensure managers actively monitor and improve the customer experience throughout their shifts Develop systems and training that improve consistency Oversee escalated customer service situations Build a culture where strong service is proactive rather than reactive SALES & PERFORMANCE This role will help translate strong operational execution and customer service into measurable business performance. The Retail Operations Manager should be comfortable monitoring and coaching around KPIs such as: Overall sales performance Average transaction value Units per transaction Add-on and attachment selling Customer engagement Transaction volume and customer flow Labor deployment and productivity Individual and team performance The successful candidate will be able to use data to identify opportunities and turn those insights into specific actions, coaching, training, and operational improvements. STAFFING & SCHEDULING Responsibilities include: Develop and maintain effective employee schedules Align staffing levels with expected customer volume and business needs Anticipate staffing shortages before they impact operations Manage daily floor deployment and employee coverage Ensure appropriate leadership coverage across opening, mid, and closing shifts Manage break coverage while maintaining adequate floor presence Adjust labor deployment based on customer traffic and business performance Partner with leadership and HR on hiring needs and workforce planning Manage labor costs in relation to sales and operational needs DAILY RETAIL OPERATIONS The Retail Operations Manager will oversee the consistent execution of day-to-day customer-facing retail operations, including: Opening and closing procedures Cash handling and deposit procedures Point-of-sale operations Shift execution Floor deployment and coverage Operational readiness Regulatory and internal compliance Security coordination Incident response and escalation Customer service escalations Communication between shifts and management teams Execution of established operational policies and procedures This position requires someone who identifies challenges early and takes ownership of resolving them. When problems repeat, this leader should determine whether the solution requires changes in staffing, training, leadership, systems, procedures, or accountability. WHAT WE'RE LOOKING FOR The strongest candidates will have: Leadership experience in a high-volume retail, hospitality, entertainment, or customer-facing environment Experience directly managing and developing managers, supervisors, or team leads Demonstrated success coaching employees and improving individual and team performance Strong training and people-development skills Experience developing or implementing operational systems, processes, or SOPs Ability to identify operational inefficiencies and develop practical solutions Experience managing staffing and scheduling in a high-volume environment Comfort working with sales and operational KPIs Strong communication and conflict-resolution skills Experience with cash-handling and point-of-sale operations Strong organizational skills and attention to detail Ability to remain calm, organized, and decisive in a fast-paced environment Strong follow-through and personal accountability Willingness to spend significant time on the sales floor alongside the team Ability to balance employee development with appropriate accountability Cannabis industry experience is preferred but not required. We can teach cannabis. We are looking for someone who already knows how to lead people, develop managers, build systems, drive performance, and deliver an exceptional customer experience in a high-volume environment. SCHEDULE & AVAILABILITY This is a full-time salaried leadership position requiring schedule flexibility based on business needs. Candidates must be available to work a combination of: Days Evenings Weekends Holidays Opening shifts Closing shifts Regular closing coverage is an expectation of the role, including approximately two closing shifts per week. This position requires a leader who is present when the business and team need leadership most, not solely during traditional business hours. SUCCESS IN THIS ROLE Success means: Managers become stronger leaders Emerging leaders are prepared for greater responsibility Employees receive consistent coaching and development Managers actively coach and manage their own teams Performance issues are identified and addressed Staffing is planned proactively Recurring problems become documented solutions SOPs are clear, current, trained, and consistently followed Operational systems work regardless of who is managing a particular shift Customer service is consistently strong Sales and operational KPIs improve Accountability exists throughout the retail organization Senior leadership can confidently rely on the retail operation to be actively managed, developed, and continuously improved EQUAL EMPLOYMENT OPPORTUNITY The employer is committed to providing equal employment opportunities and prohibits discrimination or harassment based on any characteristic protected by applicable federal, state, or local law. Pay: From $75,000.00 per year Benefits: Paid time off Work Location: In person
Наблюдалась 2026-09-14, впервые 2026-09-09, источник — Indeed.