The Operational Dutchie Support specialist is the architect of a cannabis dispensary's digital storefront and the guardian of its transactional integrity. This role is responsible for the meticulous management of the Dutchie e-commerce and Point of Sale (POS) platforms, a system that processes every online order and in-store purchase. In the hyper-regulated cannabis market, this position transcends typical e-commerce support. Every action, from updating product information to configuring promotions, must align with strict state-mandated compliance protocols governing inventory, purchasing limits, and marketing. The specialist ensures that the digital menu perfectly mirrors the physical, state-tracked inventory, preventing costly compliance infractions such as selling a product that is out of stock or exceeding a customer's daily legal purchase limit. This function is critical to maximizing revenue, maintaining operational continuity, and protecting the company's license to operate. The role requires a unique blend of technical aptitude, data analysis skills, and an unwavering focus on clarity and precision.
The day begins with a systems integrity audit before the dispensary opens. The specialist exports the previous day's sales data from the Dutchie POS and the state's seed-to-sale tracking system, like Metrc. Using a custom-built Google Sheets dashboard, they perform a reconciliation. The VLOOKUP function flags a discrepancy: ten units of a specific 100mg chocolate bar were sold online, but the inventory adjustment failed to sync with Metrc. The specialist immediately investigates the transaction logs, identifies the API sync failure, and manually adjusts the state inventory to ensure 100% compliance before regulators could ever spot the error.
Next, the focus shifts to menu clarity and enrichment. The inventory team has received a new batch of the 'Granddaddy Purple' flower strain, which tested at 23.7% THC, a different percentage from the previous batch. The specialist logs into the Dutchie backend, updates the SKU's THC content, uploads the new Certificate of Analysis (COA), and rewrites the product description to highlight its unique terpene profile, ensuring all marketing language is compliant and avoids unapproved medical claims. This precision prevents customer confusion and ensures the dispensary provides absolute clarity on its product offerings.
Midday is dedicated to executing promotional strategies. The marketing department plans a flash sale: 'Buy any two vape cartridges, get a third for 50% off'. The specialist translates this marketing concept into a precise rule set within the Dutchie promotions engine. They configure the discount, set its active time window from 4:20 PM to 7:10 PM, and carefully apply it only to the specified product category. Before deployment, the promotion is tested rigorously in a staging environment to confirm it calculates correctly and does not inadvertently stack with other offers, like the standing 10% veteran's discount, which could cripple profit margins.
The afternoon involves proactive system support and analysis. A dispensary manager reports via Slack that online orders for a popular edible brand are failing. The specialist dives into the Dutchie system, diagnosing that the product's weight-per-unit was not entered correctly, causing the system's compliance calculator to incorrectly flag legal purchase limit violations. The error is corrected within minutes, restoring the revenue stream. The day concludes with performance analysis. The specialist exports the flash sale data into Google Sheets, creating pivot tables to analyze sales velocity by brand and margin impact. This report, shared with the marketing and inventory teams, will provide data-driven insights to optimize future promotions and purchasing decisions.
The Operational Dutchie Support specialist drives success across three primary domains:
The Operational Dutchie Support specialist directly influences key business performance metrics through the following mechanisms:
| Impact Area | Strategic Influence |
|---|---|
| Cash | Prevents revenue leakage by ensuring 100% accuracy in pricing and promotional calculations for every single online and in-store transaction. |
| Profits | Maximizes margins by analyzing promotion performance and optimizing discounts to drive volume without excessive margin erosion. |
| Assets | Protects the state-issued cannabis license—the company's most valuable asset—by maintaining strict compliance within the e-commerce and POS systems. |
| Growth | Creates a scalable operational blueprint for e-commerce management, enabling rapid and consistent rollout of new dispensary locations. |
| People | Reduces operational friction and stress for retail staff by ensuring the core technology they use daily is stable, accurate, and reliable. |
| Products | Improves inventory turnover and reduces waste by using promotions to strategically move targeted products and older batches. |
| Legal Exposure | Drastically mitigates the risk of fines associated with selling over legal limits, inaccurate product labeling, or running non-compliant promotions. |
| Compliance | Functions as the primary enforcement mechanism for transactional compliance, embedding regulatory rules directly into the sales workflow. |
| Regulatory | Adapts the Dutchie system configuration in response to any changes in state cannabis regulations, ensuring the company remains compliant. |
Reports To: This position typically reports to the Director of Retail Operations, E-Commerce Manager, or Director of Technology.
Similar Roles: This role is highly analogous to positions like E-Commerce Coordinator, Digital Merchandiser, Sales Operations Analyst, or Systems Administrator in traditional retail and technology sectors. Candidates with experience managing complex product catalogs on platforms like Shopify Plus or Magento, or those who have provided operational support for intricate POS systems in the restaurant industry, possess directly applicable skills. The role functions as a specialist, bridging the gap between strategic departments like marketing and on-the-ground retail operations, making it similar to a Revenue Operations or Business Systems Analyst role.
Works Closely With: This position collaborates daily with the Inventory Manager, Marketing Director, and individual Dispensary General Managers.
Mastery of specific digital tools is essential for success in this role:
Professionals from various data-centric and process-driven industries are positioned for success:
The role demands a specific set of professional attributes:
These organizations create the operational framework and rules that define this position:
| Acronym/Term | Definition |
|---|---|
| API | Application Programming Interface. A set of rules allowing different software applications, like Dutchie and Metrc, to communicate with each other. |
| BOGO | Buy One, Get One. A common type of promotion configured within the Dutchie system. |
| CBD | Cannabidiol. A key cannabinoid whose percentage must be accurately displayed on product listings. |
| COA | Certificate of Analysis. A lab report that verifies the cannabinoid and terpene content of a product, often linked from the Dutchie menu. |
| CSV | Comma-Separated Values. A file format used for bulk uploading or exporting product and sales data to and from systems like Dutchie and Google Sheets. |
| Metrc | Marijuana Enforcement Tracking Reporting Compliance. A widely used state seed-to-sale compliance system. |
| POS | Point of Sale. The system used in-store to conduct transactions, which must be perfectly synced with the online e-commerce platform. |
| SKU | Stock Keeping Unit. A unique identifier for each distinct product sold in the dispensary. |
| SOP | Standard Operating Procedure. A documented, step-by-step process for executing tasks like menu updates or promotion creation. |
| THC | Tetrahydrocannabinol. The primary psychoactive cannabinoid; its exact percentage is a critical piece of product data. |
| UI | User Interface. The visual layout of the Dutchie software that the specialist interacts with daily. |
| UX | User Experience. The overall experience of a customer using the online menu; this role directly impacts UX through clarity and accuracy. |
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