Retail Operations Supervisor

Job Title: Retail Operations Supervisor Compensation: $50,000-$55,000 Schedule: Must be able to work weekends and nights, and have the ability to adjust depending on the business needs, (40 hours per week average) Location: Bountiful, Utah Status: Full-time Benefits: Medical insurance, dental insurance, vision insurance, 401(k), health savings account (HSA), employee assistance program (EAP), paid time Off (PTO), paid holidays, employee discount, life insurance About WholesomeCo: At WholesomeCo, you’re not just taking a job; you’re joining a team that’s constantly evolving, innovating, and raising the bar. Every new hire is an opportunity for us to level up as a company, and we look for individuals who bring curiosity, a positive attitude, transparency, strong communication, a strong work ethic, and the ability to collaborate respectfully while making their mark. We’re committed to bringing out the best in each team member, and we hope every hire will help us discover bold, creative ways to grow together. Work at WholesomeCo is meaningful, but we also know how to have fun, with team camaraderie, shared experiences, and moments to celebrate built into our culture. WholesomeCo is at the forefront of normalizing cannabis as a natural path to health and wellness. From medical cannabis services and statewide delivery to 99% of Utah’s population, to retail, drive-thru, and online pick-up through our West Bountiful pharmacy, we combine convenience, care, and cutting-edge technology. Our in-house app, cultivation and processing facilities, and our growing line of WholesomeCo-branded products showcase our innovative, vertically integrated approach. Known for our tech-driven solutions, data focus, and commitment to continuous improvement, we put patients first, guiding them along their unique cannabis journeys and expanding access every step of the way. Join WholesomeCo, where your contributions matter, your ideas are valued, and each day offers the chance to grow, innovate, and make a real difference in people’s lives. About the role: As the Retail Operations Supervisor, you will lead the heartbeat of our pharmacy operations. This is a dynamic, fast-paced, hybrid operational and customer-facing role. You will act as the ultimate player-coach, leading both the back-of-house fulfillment team and the front-of-house dispense team. From managing internal inventory workflows to overseeing the direct hand-off of medicine via in-store orders, express pickup, and our high-volume drive-thru, you will ensure our patients receive exceptional care quickly and efficiently. If you thrive in high-energy, fast-moving customer service environments (like high-volume retail, hospitality, or fast-casual leadership) and love leading teams to hit both speed and accuracy goals, you will excel here. Responsibilities include: Patient Experience & Dispense (Front-of-House) Lead the Dispense Team: Oversee the daily operations of the team responsible for the direct hand-off of orders to patients through three main channels: in-store orders, express pickup, and our drive-thru. Drive Service Standards: Maintain a high-energy, welcoming, and efficient patient experience, ensuring fast-paced operations never compromise care, accuracy, or friendliness. Queue & Flow Management: Actively manage patient flow and wait times across all dispense channels, pivoting team resources in real-time to handle peak hours and rush periods. Order Fulfillment (Back-of-House) Lead the Fulfillment Team: Oversee the daily operations of the team responsible for fulfilling all patient orders through our various delivery channels. Order Efficiency: Prioritize time management and attention to detail to ensure all delivery and pickup orders are fulfilled by designated pack-by times and staged correctly. Inventory Integrity: Oversee order exceptions, ensuring all canceled orders are accurately processed and returned to inventory in a timely manner. Cross-Functional Collaboration: Partner with Dispatch, Customer Service, and Inventory teams to streamline daily practices and ensure seamless workflows (including closing out and processing DIO and MJ orders). Team Leadership & Development Lead & Coach: Provide daily leadership, support, and mentorship to both fulfillment agents and dispense team members, balancing supervisory duties with hands-on operational support. Performance Management: Track performance data (KPIs), conduct regular 1:1 meetings, and maintain detailed documentation for employee coaching and development. Workforce Planning: Develop and maintain team schedules to optimize resources across both fulfillment and dispense; proactively manage attendance, daily task assignments, and shift coverage. Culture & Communication: Conduct regular team meetings and training sessions to maintain open communication, compliance alignment, and a cohesive team environment. Compliance & Continuous Improvement Regulatory Compliance: Monitor all fulfillment and dispensing processes to ensure strict adherence to state laws, medical cannabis compliance regulations, and company guidelines. SOP Maintenance: Collaborate with upper management to document, maintain, and uphold Standard Operating Procedures (SOPs). Qualifications & Requirements Experience: 3-5 years of supervisory or leadership experience in a high-volume, fast-paced, customer-facing environment (e.g., retail management, hospitality, fast-casual drive-thru/restaurant leadership, or logistics/fulfillment). The "Player-Coach" Mentality: A willingness to be on your feet, jump into the rotation, and work alongside your team during peak fulfillment and dispensing hours. Customer Service Excellence: Passionate about patient/customer experience with a proven track record of managing customer-facing teams under pressure. Skills: Strong organizational skills, high attention to detail, and excellent interpersonal communication skills for handling both patient inquiries and employee relations. Tech-Savvy: Comfortable navigating inventory, dispatch, or POS software (experience with compliance or tracking software is a major plus). Flexibility: Ability to work a flexible schedule, including nights and weekends to support business needs. Must pass all required pre-employment/post-offer background checks Must be over the age of 21 Benefits: Unlimited Paid Time Off (PTO) Seven (7) paid holidays per year Employer paid 80% of the total medical insurance premium Employer paid 75% of the total dental insurance premium Employer paid 75% of the total vision insurance premium HSA with match up to $150 per month 401(k) with 100% employer match up to 3% and 50% match for the following 2% Employee Assistance Program (EAP) Employer paid $25,000 of basic life coverage Optional additional life insurance Optional accident insurance Employees who are active medical cannabis patients are eligible for an employee discount of 35% off of WholesomeCo products and 15% off of 3rd party products WholesomeCo is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Employment is contingent on passing a pre-employment/post-offer background check. This employer participates in the E-verify program where legally required.