Senior Delivery Operation Manager

Job Title: Citizen Resource Generalist (Hybrid)

Department: Citizen Resources

Reports to: Chief Citizen Officer

FSLA Status: Exempt

About Us

Common Citizen, a Michigan-based cannabis company, is dedicated to reshaping perceptions around cannabis and enhancing lives through our principles of 'cannabis for humanity' and 'change for the better.' Prioritizing people in all aspects, from cultivating high-quality cannabis to providing a world-class customer experience, we embody a commitment to continuous improvement. As we aspire to be recognized as a Fortune Magazine 'Best Company To Work For,' our family of brands also includes 8 cannabis retail stores serving their respective local communities under 4 brands – LIV Cannabis Co., Pure Lapeer Canna, Xplore Cannabis, and Cannavista Wellness, creating a seamless network where we are all one. Join us at Common Citizen for a collaborative and inclusive journey, anchored in the principles of 'cannabis for humanity' and a commitment to positive change.

About This Role

As the Senior Delivery Operations Manager, you will be responsible for overseeing multiple departments and the end-to-end delivery process, from planning and execution to monitoring and reporting. This position requires a passion for operational excellence, a drive for results, the ability to quickly and efficiently lead through unforeseen complexity, and the ability to lead, influence, and develop the team

Responsibilities

Outlined below is what we see you doing at this point in time. We are a fast-growing company looking for people that are excited to grow along with us.

Responsibilities include but not limited to:

• Operational Efficiency: Develop and implement processes and best practices to streamline delivery operations. Ensure timely and accurate deliveries, optimize routes, and manage resources effectively to maximize productivity.

• Promote a culture of accountability to meet or exceed company goals and initiatives.

• • Data-Driven Decision Making: Utilize data analytics and performance metrics to monitor and improve delivery operations. Identify trends, analyze performance data, and implement strategies to enhance efficiency and reduce costs.

• Ensure effective communication and coordination with all managers, staff, and cross-functional teams to ensure proper operations of the company.

• Revenue Growth: Drive revenue growth by identifying and implementing opportunities to increase delivery volume, improve service quality, and expand our customer base.

• Develop, implement, and maintain quality control and safety assurance protocols.

• Increase efficiency of existing processes and procedures to enhance the company’s internal capacity.

• Foster a culture of collaboration and innovation within the delivery team.

• Leadership and Team Management: Inspire, mentor, and lead the delivery ops team to achieve operational excellence and promote a culture that encourages morale and performance. Foster a positive and motivated work environment that encourages teamwork and continuous improvement.

• Clearly communicate vision and strategic goals, and clarify strategic roles to ensure employees understand how their specific position and responsibilities contribute to the organization’s goals.

• Ensure the right capabilities and organizational structure are in place for success. Measure and communicate progress, provide feedback.

• Handle budgets, forecasting, and resource allocation to meet strategic goals.

• Make important policy, planning, and strategy decisions as well as develop and implement operational policies and procedures.

• Analyze data to identify process improvement opportunities and cost savings.

• Report on operational efficiency and quality standards.

• Oversee staffing plans, recruitment, and training. Ensure all agents are appropriately trained and have a strong understanding of workplace standards and compliance.

• Oversee the CRM software and internal processes to ensure effective support for drivers, customer support, and other supporting departments and employees.

• Expeditiously handle, communicate, and update the appropriate systems for all potential issues, problems, accidents, or equipment breakdowns.

• Identify operational weaknesses, and drive innovation and scalability.

• Develop high-performing agents through daily interactions, coaching, and conducting regular reviews.

• Documentation, implementation, and constant refinement of SOPs.

• Maintain on-going knowledge of auto insurance policy, coverage, and the claims process.

• Compliance: Ensure compliance with all relevant state cannabis and delivery regulations and company policies.

• • Stay up to date on all company communications and updates via email, Slack, slide decks, etc.

The Experience You Bring and the Skills we Need:

• 5 years of proven experience leading multiple teams in a fast-paced operations management role, with success in optimizing processes, developing strong teams, and driving continuous improvement.

• Excellent leadership and team management skills, with a proven track record of inspiring and developing high-performing teams.

• Highly skilled communicator with the ability to form and maintain good relationships internally and externally.

• Ability to react well under pressure, handle multiple projects simultaneously, use good judgment in ambiguous situations, and be flexible/adaptable.

• Strong analytical and problem-solving skills with the ability to interpret data and make informed decisions.

• Skilled in evaluating and revising operations and procedures in response to organizational change and goals.

• Strong skills in financial management, and budget development and oversight.

• Exceptional organization and time management abilities.

• Proactive and attentive to details.

• Excellent written and verbal communication.

• Skilled in basic technology (e.g., POS systems, Microsoft Office and/or Google Suite programs).

• Ability to work a flexible, full-time schedule to include days, evenings, weekends, and holidays.

• · This is a dynamic team, and as such daily tasks may vary, resulting in a fast paced and lively work environment.

Physical Requirements

• Regularly required to sit for long periods of time.
• Use hands to handle, control, or feel objects, tools, or controls.
• Reach with hands and arms; and talk or hear.
• Frequently lift and/or move up to 15 pounds.
• Comfortable working in a greenhouse environment (tolerance of heat & humidity).

Why You’d Love This Role

You have:

• A high level of professionalism and believe in our founding principles: “Cannabis for humanity” and “Change for the better”. As such, you enjoy being involved in the community and being a steward for the company and the positive change that we believe in.
• A passion for providing the residents and visitors of Michigan with the highest quality and safest cannabis products in the state.
• A desire to change the social perception of cannabis and a passion for humanity.
• A constant desire to learn new skills and believe in continuous improvement, both personally and professionally.
• Value integrity and honesty and want to bring those values to the cannabis industry.
• Enjoy being part of a team and sharing your skills with your fellow citizens.
• An appreciation for all stages of the production cycle of cannabis, including harvesting, trimming and processing.
• An awareness of the contamination risk between a commercial and home grow, and thus can commit to not operating a home grow while working with us in the greenhouse.

We offer:

• Medical, Dental, Vision benefits active first of the month following your first day of employment.
• Paid time off.
• Employee discount.
• Employee sponsored life insurance.
• Employee assistance program.
• 401K & 401K matching.

Common Citizen?is an equal opportunity employer. We celebrate diversity and are committed to creating an environment of mutual respect for all people. If you are a member of an equity group, you are encouraged to self-identify, on your application, cover letter or resume.

**Must be at least 21 years of age as required by the Cannabis Regulatory Association**