Key Holder

Key Holder - Shift Lead

Division: Retail

Location: Bend, Oregon

Reports to: Assistant Store Manager / Store Manager | Type: Full-Time

About the Role

The Product Specialist Shift Lead is responsible for delivering a knowledgeable, compliant, and service-focused retail cannabis experience while providing floor leadership and operational support to the Assistant Store Manager and Store Manager. This position educates adult-use customers on cannabis products, strains, cannabinoids, terpene profiles, consumption methods, and responsible-use considerations to support informed purchasing decisions without making medical claims. The Shift Lead coordinates assigned-shift activities, supports opening and closing procedures, monitors service and compliance standards, and provides day-to-day guidance to Product Specialists. This role models warm, welcoming customer service while helping maintain accurate transactions, secure cannabis inventory, and a clean, organized, and OLCC-compliant dispensary environment.

Key Responsibilities

• Model warm, attentive, and professional customer service while creating a welcoming dispensary experience for every guest.

• Educate customers on cannabis strains, cannabinoids, terpene profiles, product formats, consumption methods, and responsible-use considerations without making medical claims.

• Accurately verify identification, customer eligibility, purchase limits, and other required documentation in accordance with OLCC regulations and company procedures.

• Process point-of-sale transactions accurately, handle cash responsibly, and support register counts, cash reconciliation, deposits, and discrepancy resolution.

• Provide floor leadership during assigned shifts by coordinating workflow, delegating daily tasks, monitoring coverage, and helping the team respond to customer and operational needs.

• Support the Assistant Store Manager and Store Manager in executing daily priorities, sales initiatives, merchandising standards, promotions, and customer-service expectations.

• Assist with opening and closing procedures, including security checks, register preparation, cash handling, inventory verification, and completion of required operational documentation.

• Monitor adherence to OLCC regulations, company policies, responsible-sales practices, inventory-control procedures, and dispensary security requirements throughout the shift.

• Provide real-time coaching, product guidance, and procedural support to Product Specialists; communicate recurring performance or conduct concerns to store management.

• Respond to customer concerns professionally, resolve routine service issues within assigned authority, and escalate significant complaints, incidents, or compliance concerns promptly.

• Support cannabis inventory activities, including receiving, stocking, product rotation, menu accuracy, discrepancy reporting, and protection of regulated products.

• Maintain a clean, organized, properly merchandised, and audit-ready retail environment in accordance with Chalice and Golden Grail Group standards.

• Complete shift notes and communicate sales results, staffing concerns, inventory issues, incidents, and unresolved operational matters to store management.

• Perform the full duties of a Product Specialist and provide coverage at the sales floor, reception area, registers, and other assigned workstations as business needs require.

• Requirements

• Must be 21 years of age or older.

• Must possess and maintain a valid OLCC Marijuana Worker Permit. The permit fee will be reimbursed after completing 90 days of employment.

• Previous retail, hospitality, or customer-service experience, including demonstrated ability to guide or support coworkers during daily operations.

• Working knowledge of cannabis products, responsible-sales practices, and applicable OLCC retail requirements.

• Ability to exercise sound judgment, remain composed during high-volume periods, and escalate safety, security, personnel, or compliance concerns appropriately.

• Reliable transportation to and from work and availability to work evenings, weekends, and holidays as needed.

• Ability to lift up to 25 pounds regularly and perform the physical duties of the position, with or without reasonable accommodation.

• Preferred Qualifications

• One or more years of experience in a licensed cannabis dispensary or other highly regulated retail environment.

• Previous shift-lead, key-holder, trainer, or supervisory experience.

• Strong knowledge of cannabis strains, cannabinoids, terpene profiles, product categories, and consumption methods.

• Experience with cannabis point-of-sale systems, cash reconciliation, inventory controls, and opening or closing procedures.

• Strong communication, de-escalation, organization, and time-management skills.

• High school diploma or equivalent.

• Schedule & Work Location

• Day and night shifts are available, with weekday and weekend availability required.

• Some holiday availability is required based on store needs.

• This position is on-site only and does not offer remote work opportunities.

Additional Responsibilities

This job description is intended to describe the general nature and level of work performed by employees in this position. It is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the role. Golden Grail Group reserves the right to modify responsibilities or assign additional duties based on business and operational needs.

Equal Employment Opportunity

Golden Grail Group is an equal opportunity employer. Employment decisions are made without regard to any status protected by applicable federal, state, or local law. Reasonable accommodation is available to qualified individuals with disabilities in accordance with applicable law.