Cannabis Operational Excellence Manager I Jobs

Senior Manager Customer Experience and Operational Excellence (CX)

Ethos Cannabis - Philadelphia, PA

Website: www.ethoscannabis.com

Company Overview

Ethos Cannabis currently has interests in the cultivation, processing and dispensing of cannabis in Pennsylvania, Massachusetts, Ohio, and Maryland and is pursuing expansion opportunities in multiple states including New Jersey. Today, we are working to combine our interests and assets to create a unified multi-state cannabis company. Our goal is to have a clear and compelling consumer centric vision focused on helping individuals feel and live better through their experiences with cannabis. Our mission is supported by our relationship with Jefferson Health, a leading academic medical center in the U.S. dedicated to collecting and analyzing valuable real-world data and developing educational initiatives with a focus on patient outcomes and quality of life. Jefferson Health is our Academic Clinical Research Center partner for vertically integrated operations under development in Pennsylvania.

Position Summary/Objective

The Senior Manager of CX has a customer centric mindset and demonstrated ability to create shared vision, inspire collaboration, and drive change with momentum. The Senior Manager of CX has a strong background in customer research and analytics techniques, customer strategy, process improvement, human-centered design and performance management. This individual has proven ability to manage diverse efforts' synergies, and ability to navigate ambiguity and change with an entrepreneurial mindset. As the CX, you will need to be able to establish immediate credibility and leverage hands-on experience when it comes to designing and implementing highly effective CX strategies and interfacing closely with marketing, Supply Chain and brand.

The ideal candidate has the ability to adapt to our business model and has demonstrated leadership experience, as he or she will be given significant responsibility over the retail operations of our business to deliver a best in class and innovative cannabis retail experience. Previous cannabis retail experience is a plus but not required, however all candidates should have some familiarity and comfortability with cannabis.

Responsibilities

• Ensure that all leaders reporting to the VP have a clear understanding of the company's vision and goals for customer experience excellence, and of their organization's respective contribution. This includes setting the customer experience goals assigned to top management executives as part of their annual performance assessment.
• Develop and deploy the company's customer experience strategy, including characterization of strategic customer segments and implications for charter and roles throughout the company, and systematic collection and application of customer experience insights for strategic advantage and growth.
• Coordinate the various roles associated with customer experience management throughout the company, minimizing silos of systems, data, assumptions, hand-offs, performance and customer touchpoints.
• Establish and roll-out the company's customer experience maturity roadmap for holistic management and incremental sophistication as internal capabilities increase and external expectations evolve.
• Develop (with Marketing) an efficient portfolio of customer experience insights and analytics that provide an integrated single view of each customer, a 360-degree view of customer experience for each segment, a delightful experience for participants, and reports that compel strategic action systematically across the company.
• Coordinate (with Marketing) 720-degree view of customer data (traditional 360-degree customer lifecycle view with an overlay of 360-degree digital interaction data) for strategic data monetization (where applicable), digital empathy, digital business models and real-time digital customer experience excellence.
• Develop an effective portfolio of communications that educate executives and employees about customer experience realities, expectations, moments of truth, goals, improvement and innovation techniques and engagement opportunities, emphasizing specific ways different roles can make a difference in customer lifetime value.
• Oversee and Develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers.
• Work with each discipline across the company to reframe their culture, roles and rituals for customer-centricity, i.e. why customers care and how it can make a difference for customers and/or customer touch-points.
• Oversee the Customer Care Center, continuously assess and respond to customer needs
• Partner with our Compliance & Quality team to oversee the development, deployment, and integration of Retail's standard operating procedures with focus efficiency and compliance
• Develop customer experience performance dashboards that connect lagging indicators of market performance and leading indicators of team performance related to key drivers of customer lifetime value.
• Develop and deploy systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value.
• Influence ease-of-work and ease-of-doing business as a leader for product roll out and realization, go-to-market initiatives, employee engagement and other endeavors across the company.
• Ensure ongoing skill development and capability-building within the customer experience management roles and among executives and employees at-large for customer-focused communication, customer experience improvement and innovation, and alignment with customer expectations.
• Coordinate with Brand counterparts (Marketing and Supply Chain) to ensure that the brands messages and strategies are implemented and synced within expected time frames.
• Analyze monthly all information relating to the customer experience to include but not limited to: Sales mix drivers, New Product impacts, Speed of interactions by day part, Merchandising sales, Upcoming Marketing campaigns, NSO updates, and AOV and Interactions trends.
  

Qualifications

Education:

• Minimum of a bachelor's degree required

Work Experience:

• 5 - 10 years or equivalent in project management and retail sales
• Ability to train and develop others
• Exceptional track record of improving customer experience
• Proven experience of operational success
• Expertise using data and analytics - from customer satisfaction scores, web/mobile analytics, Customer Service Survey to ROI models - to support recommendations and strategies
• Experience in being able to translate strategy into action

Capabilities and Skills:

• Exceptional team-building, communication and people skills
• Strong analytical skills
• Strategic Thinking
• Excellent Communication Skills
• High level of integrity and a strong work ethic
• Proficiency in computer usage including retail point-of-sale software, all MS Office applications, email, scheduling software, online conferencing, etc.
• Strong problem-solving skills including anticipatory thinking and the ability to work well under pressure while maintaining a calm composure.
• Demonstrated ability to work comfortably and effectively within a diverse, multicultural, multigenerational environment.

Other Requirements:

• Extended time sitting, walking, bending, and reaching is possible.

• Must be able to remain in a stationary position for extended periods
• Must be able to operate a computer and other office equipment
• Ability to lift and carry up to 50 pounds for a distance of 100 feet.
• Must pass stringent background test requirements for operating footprint, including Pennsylvania, Ohio, Massachusetts, Maryland, and any other states in which Ethos operates.

Compensation:

• Annual salary with additional incentive compensation
• This position is classified as Exempt and is not eligible for overtime pay

Ethos Cannabis is an equal opportunity employer and does not discriminate in the recruitment, selection, or advancement of employees on the basis of race, sex, color, national origin, creed, age, religion, marital status, disability, political affiliation, or on any other basis prohibited by law.

Ethos is dedicated to creating and equal opportunity workplace and encourages women, minorities, persons with disabilities, and individuals with past drug convictions to apply. Must be 21 or older.

Employment opportunities shall be provided for applicants with disabilities and reasonable accommodation(s) shall be made to meet the physical or mental limitations of qualified applicants or employees.

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Manage and lead continuous improvement and lean manufacturing efforts in a facility with 600 or less employees and a focus on improving Key Performance Indicators (KPI’s) for safety, quality, production, maintenance, efficiency, and service.

Day-to-Day Role

• Provide continuous improvement leadership and support to drive KPI’s for safety, quality, production, efficiency, and service.
• Act as a change agent for leading continuous improvement initiatives including development and delivery of training materials and programs.
• Facilitate regular improvement planning sessions to identify key strategic opportunities to achieve manufacturing strategic A3 goals and develop related action plans with measurable outcomes.
• Support and reinforce the effective application of the Daily Management System to validate that actions lead to desired performance improvements.
• Analyze observations and data to fully understand and categorize issues and areas for improvement.
• Develop, implement and support the effective application of best practices as Standard Work, Standard Operating Conditions and Standard Operating Procedures.
• Facilitate problem solving by leveraging/modeling continuous improvement methodologies to eliminate root causes and permanently reduce variance.
• Analyze lines for constraints and bottlenecks to achieve continuous flow.
• Advocate for the Voice of the Customer (VOC) via process capability and defect elimination.
• Conduct timing and point of loss yield studies to identify the loss Pareto.
• Perform data analysis and provide written reports that make problems and opportunities visible.
• Develop a detailed root cause analysis for each problem, where each root cause is validated through testing demonstrating that the condition or defect can be turned on or off.
• Develop countermeasures ranging from basic problem containment to system repair to equipment replacement.
• Generate and communicate implementation plans using Gantt charts and work breakdown structures and coordinate resources to staff implementation plans as necessary.
• Proactively seek and identify problems that need to be resolved and quantify the anticipated benefits of problem resolution.
• Manage and promote practices and processes intended to provide safe products that comply with appropriate laws and regulations, meet the company quality standards, and serve the needs of our customers.
• Lead by example to promote and encourage employees to strongly commit to safety and GMP (Good Manufacturing Practices).
• Understand, support and follow management expectations in alignment with company values.

Core Skills

The ideal candidate must possess all of the following:

• Bachelor's Degree in Operations, Engineering or other manufacturing related field with five (5) years of continuous improvement experience in a manufacturing environment.
• Strong understanding and demonstrated experience in the areas of Continuous Improvement, Operational Excellence, Lean principals, statistics and data analysis.
• Excellent verbal and written communication skills necessary in order to persuade and influence decision making of individuals, groups, or work teams.
• Experience using Microsoft Office, including the ability to create basic reports, documents, presentations and spreadsheets in MS Word, MS Excel, and MS PowerPoint.
• Ability to apply improvement concepts to continuous, non-discreet, manufacturing processes.
• Ability to solve practical problems in situations where only limited standardization exists.
• Ability to plan, organize, and prioritize work load, and respond to changing business demands
• Ability to lead through influence rather than authority.
• Ability to learn and understand materials, production processes, quality control, costs, and other techniques for maximizing the effective manufacture and distribution of products.
• Strong attention to detail and accuracy.
• Experienced in optimizing the performance of one or more of the following:
  • Factory systems and line process inputs
  • Information flow
  • Raw materials flow, conveyance, blending, and drying systems
  • Continuous process operations
  • Quality systems for defect elimination
  • EHS systems for a safe working environment
  • Operational systems for waste elimination
  • People development for engagement and ownership

Preferred Core Skills:

• Bachelor’s Degree in Mechanical Engineering, Chemical Engineering or Industrial Engineering
• Paper converting, chemical/plastics processing and packaging industrial experience
• Lean manufacturing experience
• Lean / 6 Sigma Certification, American Society for Quality Certified Manager of Quality/Organizational Excellence or American Society for Quality Certified Quality Engineer
• Experience with the following methodologies and practices: FMEA, Kaizen, Lean tools, 5S, Visual Factory Aids, SMED concepts, VSM, VOC and Poke Yoke

Overview: As the manufacturer of Dart® and Solo® brand products, Dart Container is an industry leading single-use food and beverage packaging company. With 15,000 employees and 40+ locations worldwide, Dart offers more than 4,000 products used every day in restaurants, hospitals, schools and homes around the globe.

Benefits: Dart Container full-time employees enjoy great benefits, including medical, dental, vision, life insurance, 401(k) with company matching contributions, paid vacation, paid holidays, short-term disability, tuition assistance, product discounts and more.

Dart Container is a drug-free workplace. Candidates are subject to a drug test (excluding THC*/marijuana/cannabis) and background check at the time of offer.

• THC testing ONLY when such testing is required by law.

Dart Container is an equal opportunity employer and will consider all candidates for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, disability status, protected veteran status, or any other characteristic protected by law.

https://www.dartcontainer.com/eeoaa/

If you have a disability and need an accommodation to access this website or for the application process, you should call Dart at (800) 545-3278 Ext 3370 or email us at [email protected]. Relay calls can be made by dialing 711 or the relay number for your state.

If you experience difficulty applying online, you may call (800) 545-3278 Ext 3390 or email us at [email protected] for assistance.

Apply for this job with Dart Container

Apply now →

By clicking the "Apply now" button, you'll be leaving Fazow and going to an external job application page for this company. Please research all companies before applying. When applying for jobs, you should NOT have to pay to apply. Fazow accepts no liability or responsibility as a consequence of any reliance upon information on external sites or in jobs listed on fazow.com.