Lead Patient Care Advocate

At Justice Grown, we're looking for a customer-focused leader who is passionate about creating exceptional experiences while supporting and developing a high-performing retail team.

As a Lead Patient Care Advocate (Lead PCA), you'll deliver and support an exceptional customer experience while serving as a key operational leader on the sales floor. You'll help guide daily operations, reinforce company policies and service standards, support inventory and cash handling processes, and partner with dispensary leadership to ensure compliance, operational excellence, and outstanding customer service.

This role requires availability to include nights, weekends, and holidays.

What You'll Do

Your responsibilities include:

• Leads by example to promote a positive, customer-first environment and global mindset on the retail floor.
• Spends the majority of time on the retail floor supporting workflow, assisting team members, and ensuring an exceptional customer experience.
• Supports onboarding, training reinforcement, and ongoing development by sharing product knowledge and service best practices.
• Reinforces selling and service techniques to support achievement of sales goals and KPIs.
• Partners with Managers on goal alignment and execution of daily, weekly, and monthly performance priorities.
• Organizes daily workflow to support adequate floor coverage and assists with monitoring breaks and coverage needs.
• Coordinates and distributes daily operational tasks to support efficient sales, inventory, and security processes.
• Communicates daily specials, promotions, and operational updates to the team.
• Proactively addresses and helps de-escalate customer concerns or service issues on the floor.
• Reinforces adherence to handbook policies and operational standards, including attendance, uniform, cash handling, and customer service expectations.
• Ensures the store meets standards for appearance, merchandising, organization, and cleanliness.
• Supports security and safety protocols and helps ensure compliance with applicable regulations.
• Partners with Management by sharing observations related to team performance, behavior, and development; may participate in feedback conversations at Management's direction.
• Identifies opportunities to improve product assortment, operations, sales performance, and customer experience, and contributes to action planning and execution.
• Responsible for opening and closing the store as assigned.
• May support specific operational focus areas as assigned by Management (e.g., scheduling support, time and attendance tracking, education initiatives, accounting support, supply ordering).
• Performs other related duties as required.

Sales Responsibilities

• Ensures all customers are properly logged in the state-mandated patient tracking system.
• Completes sales transactions in full compliance with state cannabis regulations.
• Adheres to all Justice Grown policies, procedures, and operating practices.
• Completes required documentation related to product sales.
• Supports front and back-of-house dispensary operations in coordination with Management.
• Assists customers with product selection aligned to individual treatment plans.
• Ensures all sales and transactions are accurately entered into POS and inventory systems.
• Follows all safety and security protocols for dispensary operations.
• Supports achievement of daily and weekly sales objectives by introducing alternative products and educating customers.
• Performs assigned administrative and tracking tasks related to customers and sales.
• Answers phones, returns voicemails, and assists with telephone orders.
• Fulfills online orders and supports accuracy of the product menu.
• Builds ongoing customer relationships and maintains customer profiles to support future service.
• Maintains current product knowledge through vendor training and cross-training with Management and medical team members.
• Maintains general knowledge of the cannabis industry and therapeutic uses of cannabis.
• Performs other related duties as required.

Inventory Responsibilities

• Picks, builds, and prepares products for sales orders.
• Supports morning and evening inventory counts.
• Assists with receipt and in-processing of incoming product deliveries.
• Supports physical documentation of daily inventory activity.
• Assists with inventory cycle counts.
• Performs other related duties as required.

Cash Handling Responsibilities

• Follows all dispensary cash handling procedures for drops and deposits.
• Responsible for counting and closing daily tills and ensuring accurate balancing.
• Coordinates with Management to complete required cash counts.
• Ensures cash is bundled and prepared for pickup in accordance with banking guidelines.
• Performs other related duties as required.

Cultural Responsibilities

• Embodies Justice Grown's values and models the company code of conduct.
• Builds strong internal, external, and cross-functional working relationships.
• Contributes to a positive, fun, and productive work environment.
• Actively participates in team-building and culture initiatives.
• Demonstrates honesty, integrity, and direct communication.
• Assumes positive intent while relying on clear communication rather than assumptions.

Computers and Technology

• Must be computer literate with the ability to learn operational systems (MJ Freeway, LeafLogix, Veriscan, Microsoft Office, Metrc, etc.).
• Experience working with Outlook email and Microsoft Office Suite.

What We're Looking For

The ideal candidate is an experienced retail professional who enjoys leading by example, delivering exceptional customer service, and supporting operational excellence in a fast-paced, highly regulated environment.

Qualifications include:

• Two or more years of experience in a retail or hospitality environment with cash handling responsibility.
• Proven record of inspirational team leadership is preferred.
• Must be at least 21 years of age and possess a valid driver's license or state-issued ID.
• Must pass all required background checks, certifications, and DOH affiliation requirements.
• Professional written and verbal communication and interpersonal skills.
• Must have strong organizational skills, high attention to detail, and the ability to multitask.

Physical Requirements

The work environment characteristics and physical demands described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to lift up to 25 pounds.
• Ability to remain in a stationary standing or sitting position for up to eight hours based on business needs and sales volume.
• Ability to frequently bend, reach, and retrieve products from cabinets, displays, and lower shelves.
• Ability to use a computer, point-of-sale, and inventory systems, requiring hand dexterity and the ability to visually verify product and customer information.
• Ability to work in a fast-paced retail environment.

Benefits

Eligible full-time team members enjoy a competitive compensation package that includes medical, dental, and vision insurance, company-paid life insurance, short-term disability, an Employee Assistance Program (EAP), generous Paid Time Off (PTO), paid holidays, employee discounts, and eligibility for a discretionary bonus program based on individual and company performance.

EOE

Justice Grown is an Equal Opportunity Employer. We welcome and encourage applicants from all backgrounds and do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic.