Associate Director, Sales Support Operations (Onsite)

The Associate Director, Sales Support Operations is a strategic and operational leadership role within the Revenue team at Weedmaps. This position is responsible for overseeing the Sales Support division and supporting revenue, product adoption, and platform quality targets. The role involves managing B2B and B2C support teams, policy and compliance functions, and Saas business teams. The ideal candidate will have a track record of delivering against ambitious goals, strong people management skills, and a strategic mindset. They will also be responsible for day-to-day operational execution and excellence.

• Own the strategy and execution for providing world-class support to clients and users
• Develop and manage the global support operation, including onsite and remote teams
• Provide phone, email, and chat support for both B2B and B2C channels
• Implement a content review program to resolve content violations on the platform
• Develop and continuously improve Service Level Agreements (SLAs) across support channels
• Collect user feedback via support channels
• Provide escalated client support for Weedmaps Business products
• Hire and manage teams focused on client support and customer service
• Partner with Engineering to prioritize and address technical issues
• Collaborate with Sales, Legal, Product, and Marketing teams to enhance the Weedmaps experience.

• BA/BS Degree or equivalent work experience, MBA preferred
• 7+ years of combined work experience, with increasing levels of responsibility, in operations leadership, general management, client sales, and support operations
• 4+ years managing teams
• Demonstrated ability to consistently achieve revenue, product adoption, or operational expansion targets, and to adapt to new products, new assignments, and changing market conditions
• Cross-functional team leadership, influence, management, and alignment experience
• Comfort with, and ability to operate at an aggressive, accelerated, iterative pace in a dynamic environment
• Strong planning, analytical and organizational skills
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
• Proficiency in Salesforce software and workflows.
• Experience managing multiple separate teams and functions simultaneously

• Equal opportunity employer
• Prohibits unlawful discrimination
• Offers reasonable accommodations under the Americans with Disabilities Act
• Provides a transparent and inclusive global cannabis economy
• Drives legislative change in the cannabis industry
• Offers a B2C platform (Weedmaps) and B2B software (WM Business)
• Provides cloud-based SaaS solutions for cannabis retailers
• Supports compliance with complex and evolving regulations
• Facilitates product discovery and engagement with retail and brand customers
• Advocates for legalization, social equity, and licensing
• Supports remote work for eligible employees
• Actively combats impersonation attempts by scammers
• Communicates with candidates through official @weedmaps.com email addresses
• Does not solicit payment from applicants
• Offers established channels for job applications (Weedmaps Careers Page or LinkedIn)
• Provides confirmation of legitimate communications upon request