Sr. Operations Experience Manager

| Greater NYC Area
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About LeafLink 

LeafLink is the largest unified B2B cannabis platform, providing licensed cannabis businesses a suite of tools to manage their business more effectively, sell or order from their favorite brands and accelerate growth. We are one platform, one solution and we’re defining the way thousands of cannabis brands, distributors and retailers streamline their operations. With thousands of brands and retailers across 30+ markets in North America, we are setting the industry standard for how cannabis businesses grow together. LeafLink processes more than $4.4 billion in wholesale cannabis orders annually.

Our team, backed by funding from leading VC's, including Founders Fund, Thrive Capital, Nosara Capital, and Lerer Hippeau is poised to define the cannabis supply chain through technology.  LeafLink was named one of Inc. 5000’s ‘Top 5000 Fastest-Growing Private Companies’, one of Built In NYC's 'Best Places to Work in 2021', as well as one of Fast Company's 'Top 10 Most Innovative Companies in Enterprise for 2020', joining the ranks of Amazon, Slack, and VMWare - and we're just getting started!

The Role

LeafLink Logistics is seeking an ambitious and organized Senior Operations Experience Manager to help grow our customer support team. This role is the front-lines for the LeafLink Logistics team and is the eyes and ears for our strategic customers. This individual will provide a white-glove customer support experience for LeafLink’s largest marketplace and logistics clients. In addition, this individual will be a central liaison between our brands, retailers and delivery partners. Working alongside these key stakeholders, this highly collaborative team member will provide invaluable input in the product improvements. Finally, this self-starter should enjoy a fast-paced environment and has a general disdain for the status quo, constantly looking to create positive change wherever possible.

Responsibilities

  • Manage the day to day operations to ensure a great logistics experience: client communication, customer service, and troubleshooting
  • Understand both your client’s needs and our operational capabilities at a local level to create a seamless logistics environment
  • Support client strategic growth through a suite of LeafLink tools paired with a deep understanding of the clients’ needs, challenges and opportunities.
  • Provide daily, weekly and monthly operating reports to your clients
  • Provide data-driven support based on client feedback and market trends
  • Collaborate closely with Operations counterparts to ensure we are putting our best foot forward for clients and continually driving improvements

Requirements

  • You have a strong customer focus and excellent business judgment
  • Ability to thrive in a fast-paced, high growth, rapidly changing environment that requires tenacity to exploit opportunities and a steady demeanor to handle challenges
  • You are the poster child for startup hustle: change is your only constant, no challenge is too big, and no task is too small
  • Comfortable with finding resolution through ambiguity
  • Self-motivated and excited by the potential to own what you do, you have the willingness to learn and adapt quickly and seamlessly
  • You work well independently as well as with other members of the team, both in person and remotely
  • You have excellent presentation and communication skills, are outgoing and sociable, and enjoy meeting new people
  • You are a multi-tasker and connector, as well as an organized operator who executes on both internal and external responsibilities
  • You have knowledge of key project management concepts including phases, plans, deliverables, scope, and tasks
  • You have excellent verbal and written communications skills

Qualifications

  • 4+ years of experience in a client-facing support and growth positions 
  • Excellent verbal and written communication skills 
  • Functional experience in eCommerce, supply chain, and/or logistics. 
  • Demonstrated ability to learn new concepts and skills quickly
  • High energy individual with a positive collaborative attitude
  • Ability to work proficiently within Microsoft Office and Google Suite. 
  • Familiarity with Tableau, Salesforce, and Confluence is strongly preferred
  • Bachelor's degree in Supply Chain, Operations, Industrial Engineering, Business or related field a plus

Benefits

  • Flexible PTO to give our employees a little extra R&R when they need it  
  • Competitive compensation and 401k 
  • Comprehensive health coverage (medical, dental, vision) 
  • Commuter Benefits through a Flexible Spending Account
  • A robust stock option plan to give our employees a direct stake in LeafLink’s success

LeafLink’s employee-centric culture has earned us a coveted spot on BuiltInNYC’s Best Places to Work for in 2021 list. Learn more about LeafLink’s history and the path to our First Billion in Wholesale Cannabis Orders here.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • VueLibraries
    • DjangoLibraries
    • DjangoFrameworks
    • VueFrameworks
    • AWS RedshiftDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • AWS (Amazon Web Services)Services
    • Google AnalyticsAnalytics
    • KissmetricsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • JIRAManagement
    • WordpressCMS
    • LeafLink CRMCRM
    • MailChimpEmail
    • Google InboxEmail
    • SlackCollaboration
    • ZoomCollaboration

Location

In the heart of the Financial District, we're accessible to most subway lines, the path train, and ferries, with almost too many lunch options!

An Insider's view of LeafLink

How do you collaborate with other teams in the company?

On a large scale, the LeafLink team collaborates during “Huddle Booze Report” (HBR), a biweekly meeting where team leaders present on company KPIs, accomplishments, and challenges (with some beers). Every member of the team is welcome to comment or ask questions, bringing forth their thoughts and ideas.

Claire

Director of Operations, Marketplace

How do you make yourself accessible to the rest of the team?

As co-founder and CTO it’s important for me to maintain official communication channels with teams and individuals. We have various meetings that bring leadership together with teams which include sprint demos, retrospects, daily standups and one on one meetings. Open communication supports alignment and productivity something we are all about here

Zach

Co-Founder and CTO

What are LeafLink Perks + Benefits

LeafLink Benefits Overview

LeafLink provides:

- Flexible PTO to give our employees a little extra R&R
- Competitive compensation and 401k
- Learning and Development stipend
- Comprehensive health coverage (medical, dental, vision)
- Commuter Benefits through a Flexible Spending Account
- A robust stock option plan to give our employees a direct stake in LeafLink’s success

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Leaflink offers voluntary long-term and short-term disability plans.
Dental insurance
LeafLink's dental plan has no deductible and covers 100% of preventative services, including X-rays, and has a $5 co-pay.
Vision insurance
Our vision plan covers annual eye exams and lenses after a $20 copay. Frames and contact lenses are covered up to $100 annually.
Health insurance
Leaflink offers a range of Aetna plans that cover both in network and out of network providers, and have copays as low as $20. We also have complimentary enrollment in One Medical and Teladoc.
Life insurance
Our voluntary Life Insurance plans offer our employees financial stability and security.
Pet insurance
Wellness programs
LeafLink offers discounted Gym memberships to its full time employees.
Mental health benefits
Financial & Retirement
401(K)
LeafLink's 401k plan offers a broad range of available funds, including Vanguard, Fidelity, and American Funds.
Company equity
LeafLink offers stock options through our Stock Option Plan.
Child Care & Parental Leave Benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Leaflink's Flexible PTO policy allows our team to execute ferociously, with the knowledge that they will be able to rest and recharge when they need to.
Generous PTO
Paid volunteer time
Paid holidays
Leaflink offers 11 days per year for Major Holiday observance.
Paid sick days
Office Perks
Commuter benefits
LeafLink offers pre-tax commuter benefits to all full time employees.
Company-sponsored outings
LeafLink has quarterly team outings, an annual holiday party, and an annual incentive trip.
Free snacks and drinks
LeafLink offers unlimited snacks, tea and coffee.
Some meals provided
Company-sponsored happy hours
Home-office stipend for remote employees
Professional Development Benefits
Job training & conferences
LeafLink has a generous annual budget for attending industry conferences and events.
Lunch and learns
Promote from within

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