Retail Operations Supervisor

WholesomeCo Cannabis•Bountiful, UT

6d•$50,000 - $55,000•Hybrid

About The Position

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.

Requirements

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).
A willingness to be on your feet, jump into the rotation, and work alongside your team during peak fulfillment and dispensing hours.
Passionate about patient/customer experience with a proven track record of managing customer-facing teams under pressure.
Strong organizational skills, high attention to detail, and excellent interpersonal communication skills for handling both patient inquiries and employee relations.
Comfortable navigating inventory, dispatch, or POS software (experience with compliance or tracking software is a major plus).
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

Nice To Haves

experience with compliance or tracking software is a major plus

Responsibilities

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.
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).
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.
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).