Director of Omnichannel & Fulfillment Operations

Job Description

Job Description

Position Description: About the Role At DACUT Cannabis, our retail stores are no longer simply dispensaries. They are fulfillment centers. Every online order represents a promise to a customer. Every minute an order sits unpicked, every unnecessary step an employee takes, every inaccurate inventory count, every bottleneck, and every delayed pickup impacts the customer experience and ultimately our profitability. Today, thousands of customers trust DACUT to fulfill their orders accurately, quickly, and consistently. As we continue to grow, that volume will only increase. We're looking for the executive who will build the operating system behind it. We are seeking a Director of Omnichannel & Fulfillment Operations to own every aspect of online fulfillment across our retail organization. This is not a traditional retail operations position. This is not simply overseeing store managers. This role is responsible for designing, building, standardizing, measuring, and continuously improving the entire omnichannel fulfillment operation across every DACUT retail location. You will own the strategy, systems, SOPs, labor models, technology, analytics, training programs, operational standards, and performance metrics that determine how every online order flows through our organization. Cannabis experience is welcomed but not required. What we cannot teach is how to build a scalable, high-volume fulfillment operation that operates with the discipline, speed, and consistency of the nation's best retailers. That is exactly what we are hiring for. What Makes This Role Different Most cannabis companies view online ordering as a function of retail. We don't. We believe fulfillment deserves its own executive leadership. This role exists because fulfillment has become one of the largest operational functions inside our organization. Marketing drives demand. Retail sells products. You own everything in between. Your responsibility begins the moment an online order is submitted and ends when the customer leaves our store. You will build the systems that allow every store to process increasing order volume without increasing operational chaos. You are not here to manage stores. You are here to build the operating system that stores execute. Essential Responsibilities Omnichannel StrategyDevelop and execute the long-term fulfillment strategy across all retail locations. Create a scalable operating model capable of supporting future retail expansion. Establish operational standards that create consistency across every store regardless of location or staffing. Evaluate emerging technologies that improve operational efficiency and customer experience. Lead future initiatives including: Express Pickup Mobile Pickup Drive-Thru Operations Locker Pickup Delivery (if applicable) Automated Queue Management AI-assisted labor forecasting Continuously position DACUT ahead of industry standards. Fulfillment Operations Own the operational performance of every online order processed throughout the organization. Standardize: Picking procedures Staging procedures Order verification Customer pickup workflows Queue management Exception handling Inventory verification Escalation procedures Ensure operational consistency across every retail location. Operational Excellence Design fulfillment systems that maximize: Speed Accuracy Capacity Productivity Customer satisfaction Labor efficiency Develop scalable operational playbooks. Create repeatable processes that remove dependency on individual employees. Simplify operations without sacrificing quality. Labor Strategy & Workforce Planning Develop labor models based upon: Order volume Store traffic Sales forecasts Promotional calendars Seasonality Historical trends Recommend staffing levels for every store. Create labor standards that maximize productivity. Develop productivity benchmarks for every fulfillment position. Partner with Retail Operations regarding staffing decisions. SOP Development Own every fulfillment SOP throughout the organization. Develop standardized procedures for: Online order processing Picking Inventory handling Order staging Customer pickup Quality control Peak volume management Opening procedures Closing procedures Emergency procedures Operational audits Continuously revise SOPs as operations evolve. Training & Leadership Development Develop the company's fulfillment training program. Create onboarding systems. Develop certification programs. Train Retail Fulfillment Operations Managers. Develop future leaders. Create operational scorecards. Establish coaching standards across every location. Build a leadership pipeline capable of supporting future growth. Technology & Systems Own the operational use of: Dutchie POS Systems Inventory Systems Queue Management Reporting Platforms Labor Management Systems Operational Dashboards Partner with IT and vendors to optimize system performance. Recommend future technology investments. Evaluate automation opportunities. Leverage AI where it improves forecasting, scheduling, reporting, and operational decision making. Analytics & Performance Build a data-driven fulfillment organization. Develop executive dashboards. Monitor daily performance. Analyze trends. Identify bottlenecks. Recommend corrective actions. Present operational performance directly to Executive Leadership. Build scorecards for every store. Build scorecards for every Fulfillment Operations Manager. Develop forecasting models for future growth. Continuous Improvement Never accept "how we've always done it." Lead continuous improvement initiatives throughout the organization. Conduct operational audits. Perform workflow analyses. Study labor utilization. Reduce unnecessary movement. Simplify workflows. Increase operational capacity. Build a culture that constantly improves. Cross Functional Leadership Partner closely with: Executive Leadership Retail Operations Inventory Marketing Compliance IT Finance HR Procurement Construction Licensing Ensure operational readiness for: Store openings Product launches Promotions Holiday volume New technology rollouts Major operational initiatives Key Performance Indicators Success in this role will be measured through operational excellence. Metrics include: Customer Experience Average pickup wait time Ready-on-time percentage Customer satisfaction Order completion rate Customer complaints Productivity Orders per labor hour Orders per employee Average fulfillment time Store throughput Labor utilization Overtime percentage Quality Picking accuracy Inventory variance Compliance errors Order corrections Audit performance Financial Labor cost per order Operational cost per order Productivity improvements Operational savings Inventory shrink reduction Organizational Development Store consistency Manager development Training completion SOP compliance Employee retention Leadership succession What Success Looks LikeWithin your first 90 days you will have: Completed operational assessments across every retail location. Developed baseline operational scorecards. Identified the largest bottlenecks. Established standardized KPIs. Presented a comprehensive fulfillment improvement strategy to Executive Leadership.Within your first year: Every retail location operates under standardized fulfillment procedures. Fulfillment managers receive structured coaching and accountability. Operational dashboards provide real-time visibility into store performance. Customer wait times decrease. Order accuracy improves. Labor productivity increases. Operational costs decrease. The fulfillment organization becomes one of the company's competitive advantages. Within three years: DACUT operates one of the most sophisticated retail fulfillment operations in the cannabis industry. Our fulfillment systems become scalable enough to support continued retail expansion without sacrificing operational excellence. Qualifications Required Bachelor's degree preferred in Operations Management, Supply Chain, Business Administration, Logistics, Industrial Engineering, or related field. 7+ years leading multi-unit retail, fulfillment, logistics, distribution, warehouse, grocery pickup, or operations organizations. 5+ years leading managers across multiple locations. Demonstrated success building operational systems. Experience developing SOPs and operational standards. Strong understanding of labor planning and workforce management. Advanced analytical and problem-solving skills. Experience developing KPIs and executive reporting. Excellent leadership, communication, and organizational abilities. Ability to travel between retail locations. Must be at least 21 years of age. Must be able to obtain and maintain all required state cannabis credentials. Preferred Leadership experience with: Target Amazon Walmart Costco Sam's Club Meijer Kroger Pickup Home Depot Lowe's Best Buy Distribution Centers High-volume fulfillment Supply chain operations Lean Manufacturing Six Sigma Industrial Engineering Warehouse Management Systems Dutchie experience preferred but not required. Cannabis experience preferred but not required. Who Will Thrive Here You think in systems. You don't see four stores. You see one operation. You naturally question inefficient workflows. You enjoy building operating procedures. You believe metrics create accountability. You enjoy solving operational problems before they become customer problems. You know that every unnecessary step costs money. You understand that consistency—not heroics—is what builds great organizations. You are equally comfortable standing in a store watching employees pick orders as you are presenting operational dashboards to Executive Leadership. You enjoy building organizations that continue improving long after you've left the room. This role is not the right fit if you prefer maintaining existing operations rather than building better ones, avoid accountability through measurable performance, or rely on intuition instead of data. What We Offer Competitive executive compensation based on experience plus performance incentives. Medical, dental, and vision insurance. Paid Time Off. Employee discount program. Vehicle reimbursement for travel between retail locations. Career advancement opportunities within one of Michigan's fastest-growing cannabis companies. Direct partnership with Executive Leadership. The opportunity to design and lead an entirely new operational function within our organization. Real ownership over fulfillment strategy, labor planning, technology, SOPs, training, analytics, and operational excellence across every retail location. Apply Today This is more than a retail operations role. It is an opportunity to build one of the most advanced omnichannel fulfillment organizations in the cannabis industry. You will inherit real stores, real customers, real order volume, and real operational complexity—but more importantly, you'll have the authority to build the systems that define how this company operates for years to come. If you're the type of leader who believes operational excellence is built through discipline, data, accountability, and continuous improvement—and you want to build a fulfillment organization that others study—we'd love to meet you.