Enablement Operations Manager

Description

ABOUT METRC

Metrc is the most trusted and experienced provider of cannabis regulatory systems in the United States and is growing extremely rapidly to expand globally. We provide a solution that combines advanced software, radio-frequency identification (RFID) technology, a dedicated customer-support team, and a secure database to track and trace cannabis from growth, harvest, and processing to testing, transport, and sale. As the Enablement Operations Specialist / Manager, you will have the opportunity to thrive in a fast-moving, fluid environment, and be passionate about implementing change, great processes and procedures in a commercial setting at a fast-growing technology company.

General Overview

The Enablement Operations Manager is a critical role on Metrc's Customer Enablement team, responsible for keeping the operational engine of the function running with precision. Customer Enablement is how Metrc's regulatory partners and licensees learn, adopt, and succeed with our platform. Delivering that at scale requires more than great content. It requires disciplined intake management, clear project ownership, rigorous quality assurance, and delivery data that leadership can act on. This role owns all of that. From managing the work queue and coordinating cross-functional reviews to tracking timelines in Jira and ensuring every piece of content clears QA before it reaches a learner, the Enablement Manager is the operational foundation the team depends on. This is a high-accountability role in a fast-moving environment, supporting a function that is actively scaling across multiple product lines and customer segments. The right candidate brings operational rigor, strong coordination instincts, and the discipline to keep complex work moving without losing quality.

Key Responsibilities

Core duties and responsibilities include the following.

The Enablement Operations Manager owns the production layer of the Customer Enablement function. Responsibilities include, but are not limited to:

• Own and manage the Enablement team's intake queue, ensuring all incoming requests are captured, categorized, and assessed for prioritization against current team capacity and strategic objectives.
• Assign work to team members and contractors based on capacity, skill set, and project priority, maintaining clear ownership for every active workstream.
• Track all active and upcoming enablement projects in Jira, ensuring timelines, milestones, dependencies, and status are accurate and current at all times.
• Facilitate cross-functional review coordination for content requiring input or approval from Product, CSM, Support, or other internal stakeholders, managing the review cycle from initiation to sign-off.
• Build and maintain delivery dashboards and reporting mechanisms that give the Director of Enablement and CX leadership clear, real-time visibility into project health, capacity, and output.
• Identify and escalate delivery risks proactively, surfacing timeline conflicts, resource gaps, or blocked work before they affect delivery commitments.
• Own the quality assurance process for content published to Metrc University, executing QA checks against defined standards before any course, module, or resource goes live to learners.
• Maintain operational documentation including intake SOPs, QA checklists, review process guides, and delivery workflow standards, ensuring the team's operating model is documented and repeatable.
• Support the transition of project tracking from Teamwork to Jira, ensuring continuity of visibility and no loss of project history during the migration period.
• Coordinate with external vendors and contractors on delivery timelines and review processes as directed by the Director of Customer Enablement.
• Continuously assess and improve operational processes, identifying friction points and proposing solutions that increase team throughput and output quality.
• Maintain strict confidentiality regarding internal strategy, customer information, and state contract obligations.
• Perform additional duties as assigned by the Director of Customer Enablement or CX leadership.
  
  

Requirements

QUALIFICATIONS- KNOWLEDGE, SKILLS, & ABILITIES

• Bachelor's degree in Business, Communications, Education, Project Management, or equivalent practical experience. Advanced degree or relevant certification such as PMP or CAPM a plus.
• 5 or more years of experience in project or program management, learning operations, content operations, or a closely related function within a SaaS or technology environment.
• Demonstrated ability to design and manage end-to-end operational workflows, including intake frameworks, QA processes, and delivery reporting systems.
• Advanced proficiency in Jira or a comparable project management platform, with experience building and maintaining dashboards and reporting structures.
• Substantive experience administering or coordinating within an LMS environment, including direct QA responsibility for published content.
• Proven ability to coordinate cross-functional review cycles involving multiple stakeholders and competing priorities, with a track record of keeping reviews on schedule.
• Comfortable operating independently, making prioritization decisions within established frameworks, and bringing solutions rather than problems to leadership.
• Experience in a regulated industry such as cannabis, healthcare, or fintech a plus.
• Strong executive communication skills, able to present delivery data and operational insights clearly to team leadership and cross-functional partners.
  
  

COMPETENCIES

• Operational Discipline Owns the production layer of the Enablement function with rigor. Manages intake, tracking, and delivery with structured processes and consistent follow-through. Nothing slips because of coordination failures.
• Attention to Detail Catches what others miss. Applies defined QA standards carefully and consistently before content reaches learners. Understands that errors in a compliance-driven environment carry real consequences.
• Cross-Functional Coordination Navigates review processes across Product, Support, Compliance, and other teams with clarity and professionalism. Manages competing stakeholder timelines without losing control of the delivery schedule.
• Proactive Risk Management Surfaces delivery risks before they become delivery failures. Tracks dependencies, flags blockers early, and brings proposed solutions rather than open problems.
• Systems Thinking Builds processes that are repeatable, documented, and functional without the person who created them in the room. Thinks in workflows, not one-off solutions.
• Data-Driven Reporting Produces delivery metrics and status reports that give leadership real visibility into team health. Comfortable building and maintaining dashboards that are accurate and actionable.
• Adaptability Operates effectively in a function that is actively evolving. Adjusts to shifting priorities, new platforms, and changing delivery demands without losing operational ground.
• Collaborative Execution Works as a true partner to the Director of Enablement and the broader team. Brings operational clarity that frees leadership to focus on strategy, curriculum, and stakeholder relationships.
  
  

PHYSICAL DEMANDS & WORK ENVIRONMENT

• Fully remote position.
• Frequently required to sit and work on a computer.
• Frequently required to communicate via chat, email, and video conference.
• Continually utilizes visual acuity to operate equipment, read technical information, and use a keyboard and mouse.
  
  

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities, or physical requirements. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Metrc is an Equal Opportunity Employer, and all qualified applicants and team members will be considered for employment and advancement without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, age, marital status, disability, genetic information, military or veteran status or any other characteristic protected by federal, state or local law.