Retail Fulfillment Operations Manager

Job Description

Job Description

Position Description: About the Role At DACUT Cannabis, online ordering is not an accessory to our business—it is one of the largest and fastest-growing parts of it. Every day, hundreds of customers trust us to have their order picked accurately, staged correctly, and ready when they arrive. They expect speed, accuracy, and consistency. Delivering that experience requires far more than simply picking products off a shelf. It requires leadership. We are seeking a Retail Fulfillment Operations Manager to own every aspect of our store's online order operation. This is not a shift supervisor position, and it is not simply managing a team of fulfillment associates. This is an operational leadership role responsible for building one of the highest-performing retail fulfillment departments in the cannabis industry. You will oversee the entire online order lifecycle—from the moment an order enters Dutchie until the customer leaves with their purchase. You will own the people, processes, performance metrics, labor planning, operational standards, training, and continuous improvement efforts that keep the department operating efficiently during both routine business and peak demand. Cannabis experience is welcomed but not required. What we cannot teach is how to lead a high-volume fulfillment operation where speed, organization, labor efficiency, and customer experience all matter equally. What Makes This Role Different Most cannabis companies view online ordering as an extension of the sales floor. We do not. We view fulfillment as its own operation. Our online customers deserve the same level of operational excellence found at the nation's highest-volume retailers. This position is designed for leaders who understand operations. You aren't simply managing employees. You are managing: Capacity Labor Throughput Workflow Productivity Quality Customer Experience Continuous Improvement You should constantly ask yourself: "How can we process more orders with fewer bottlenecks while maintaining exceptional quality?" If that question excites you, this role was built for you. Essential Responsibilities Fulfillment Operations, own every online order processed through your store. Oversee the complete fulfillment process including: Order intake Product picking Inventory verification Order staging Customer pickup readiness Quality verification Final handoff Ensure every order meets company service standards before the customer arrives. Maintain organized fulfillment staging areas that maximize speed and accuracy. Develop efficient picking routes and workflows throughout the store. Quickly identify operational bottlenecks and implement immediate corrective actions. Maintain exceptional order accuracy regardless of daily volume. Operational Leadership Lead the fulfillment department as its operational owner. Create a culture centered around: Accountability Speed Organization Accuracy Continuous Improvement Customer Service Conduct daily team huddles. Review performance metrics. Set daily operational priorities. Coach employees in real time. Lead by example during high-volume periods. Maintain calm, decisive leadership during operational challenges. Labor Planning & Staffing Develop daily staffing plans based upon: Forecasted online volume Historical trends Promotional activity Holidays Seasonal demand Peak operating hours Deploy labor where it creates the greatest operational efficiency. Adjust staffing dynamically throughout the day. Minimize overtime while maintaining service standards. Continuously evaluate labor utilization. Throughput & Efficiency Own department productivity. Monitor: Orders completed per hour Picks per associate Average fulfillment time Ready-on-time percentage Labor cost per order Order backlog Develop strategies that increase capacity without sacrificing quality. Identify waste within operational workflows. Simplify processes whenever possible. Drive continuous improvement every week. Customer Experience Every online customer should experience: Fast service. Accurate orders. Professional communication. Minimal wait times. Resolve customer concerns immediately. Partner with Reception and Budtenders to create seamless pickup experiences. Continuously improve pickup flow throughout the building. Inventory Accuracy Work closely with Inventory Specialists and Store Management. Identify recurring inventory discrepancies. Investigate fulfillment errors. Maintain accurate inventory handling procedures. Protect inventory through organized staging and verification processes. Report operational issues before they become compliance concerns. Team Leadership & Development Recruit, train, coach and develop fulfillment associates. Establish clear productivity expectations. Provide ongoing coaching. Conduct regular performance reviews. Recognize top performers. Address performance deficiencies quickly and professionally. Create advancement opportunities within the fulfillment department. Build a team people want to be part of. Process Improvement Constantly evaluate every workflow. Ask questions like: Can this process be faster? Can it be simpler? Can errors be reduced? Can labor be better allocated? Can customers receive their orders faster? Develop SOPs that improve consistency across every shift. Recommend improvements to store leadership and Corporate Operations. Cross Functional Collaboration Partner closely with: Store General Manager Assistant Managers Inventory Team Reception Retail Operations Compliance Marketing Corporate Fulfillment Leadership Ensure promotions, product launches and special events are operationally prepared before execution. Key Performance Indicators Success in this role will be measured by operational performance. Metrics include: Service Metrics • Average fulfillment time • Ready-on-time percentage • Customer wait time • Order completion rate Productivity Metrics Orders processed per labor hour Orders per associate Labor utilization Overtime percentage Accuracy Metrics Picking accuracy Inventory variance Customer complaints Order corrections Team Metrics Employee retention Training completion Productivity improvements Attendance Employee engagement Operational Metrics Queue size Backlog age Daily throughput Operational capacity What Success Looks Like Within your first 90 days you will have: Established yourself as the operational leader of fulfillment. Built trust with your team. Implemented daily performance routines. Reduced bottlenecks throughout the fulfillment process. Improved department organization. Established accountability standards. Within your first year: Your store becomes one of the company's fulfillment benchmarks. Online orders are consistently completed accurately and on time. Customers experience minimal pickup wait times. Your department operates predictably during both normal and peak volume. Corporate leadership looks to your operation when developing company-wide best practices. Qualifications Required Bachelor's degree preferred or equivalent operational leadership experience. 5+ years leading high-volume retail, logistics, fulfillment, operations, grocery pickup, warehouse, hospitality, or distribution teams. 3+ years managing supervisors or large hourly teams. Experience leading operations with measurable KPIs. Experience building schedules and labor models. Strong analytical and problem-solving abilities. Experience coaching employees using performance metrics. Excellent organizational skills. Ability to remain calm under pressure. Exceptional communication and leadership skills. Must be at least 21 years of age. Must be able to obtain and maintain all required state cannabis credentials. Preferred Experience with: Target Fulfillment Walmart Online Grocery Amazon Operations Costco Operations Sam's Club Meijer Pickup Home Depot Fulfillment Lowe's Operations Chick-fil-A Operations High-volume grocery operations Warehouse management Distribution centers Lean operations Continuous Improvement methodologies Retail labor forecasting Inventory systems ERP systems POS systems Dutchie experience is a plus but not required. Cannabis experience is a plus but not required. Who Will Thrive Here You think like an operator. You walk into a building and immediately notice inefficiencies. You naturally begin reorganizing workflows in your head. You enjoy watching numbers improve. You believe speed comes from organization—not chaos. You don't wait for problems to become emergencies. You solve them before anyone else notices. You enjoy coaching people. You hold high standards while earning your team's respect. You understand that great operations are built through discipline, consistency, and relentless improvement. This role is not the right fit if you prefer reacting instead of planning, dislike accountability, or are uncomfortable making operational decisions under pressure. What We Offer Competitive salary based on experience plus performance incentives. Medical, dental, and vision insurance. Paid Time Off. Employee discount program. Career advancement opportunities within a rapidly growing organization. Leadership development opportunities. Direct partnership with Executive Leadership. The opportunity to build one of the cannabis industry's highest-performing retail fulfillment operations. Real ownership over people, performance, systems, and operational excellence. Apply Today This is not a department that simply fills online orders. It is an operation. You will have the authority to build systems, develop people, improve performance, and create an online customer experience that becomes the benchmark across our organization. If you're the type of leader who enjoys turning operational complexity into organized execution—and you want to build something people will point to as the standard—we'd love to meet you.