Job Profile: Operations Lead

Job Overview

The Operations Lead in a cannabis dispensary functions as the central nervous system for all retail activities, ensuring that every transaction, inventory movement, and cash deposit is executed with absolute precision. This role is the critical bridge between the customer-facing experience and the complex, non-negotiable back-of-house regulatory requirements. In an industry where a single inventory discrepancy can trigger a state audit and substantial fines, and where cash transactions are the norm due to federal banking laws, the Operations Lead is the guardian of the dispensary’s license and financial stability. They are tasked with mastering the intricate interplay between the Point of Sale (POS) system, the state-mandated seed-to-sale tracking database, and the physical flow of hundreds of regulated products. The position demands a unique blend of leadership, analytical rigor, and an unwavering commitment to process. The Operations Lead's performance directly determines the dispensary's ability to operate efficiently, remain compliant, and scale successfully in a competitive marketplace.

A Day in the Life

The day for an Operations Lead begins before the first customer arrives, in the quiet, focused environment of the dispensary's opening procedures. As the primary keyholder, they are responsible for disarming the multi-layered security system and accessing the main vault. The first task is a meticulous dual-control cash count of the vault, reconciling the physical cash with the previous day's closing report. Following this, they prepare the starting cash drawers, or tills, for each budtender station, ensuring each contains a precise, predetermined amount for making change. Each till is logged and signed out to the respective sales associate.

Next, the focus shifts to technology and inventory. The Operations Lead logs into the state's seed-to-sale tracking system, such as METRC, and the dispensary's own POS system. They run a diagnostic check to ensure both systems are communicating correctly, as any sync error could halt sales or create compliance violations. They then review the previous night's closing inventory reports, comparing the system-generated counts against any notes from the closing staff. Any discrepancies identified from cycle counts are immediately flagged for investigation. This could involve reviewing security footage, checking transaction logs, or conducting a targeted physical recount of a specific product before the store opens to the public. This proactive reconciliation is crucial for maintaining the required 100% inventory accuracy.

As the dispensary opens, the role transitions to active floor management and logistical oversight. The Operations Lead monitors the pace of sales and, more importantly, the buildup of cash in the POS drawers. They execute periodic, unannounced "cash drops," removing excess cash from registers to minimize the risk of theft and maintain operational limits. Each cash drop is a documented procedure, requiring verification of the amount by both the budtender and the Lead before it is securely transferred and logged into the main vault's ledger. A significant part of the day might be dedicated to receiving a new product shipment. This is a highly controlled process. The Operations Lead meets the transport vehicle, verifies the driver's credentials, and accepts the sealed transport manifest. The shipment is brought into a secure intake area where every item is checked against the manifest. Each package's unique identification tag is scanned into the seed-to-sale system to officially accept the transfer. The products are then meticulously entered into the POS system before being securely stored in the inventory vault. No product touches the sales floor until it is fully accounted for in both systems.

The afternoon often involves data analysis and administrative duties. The Operations Lead reviews sales velocity reports from the POS system to identify fast-moving products that may require reordering. They audit transaction logs from the previous day, double-checking for any sales that may have exceeded the legal daily purchase limit for a single customer. This is a critical compliance check. They may also handle data entry tasks related to waste management, documenting any damaged or expired product that must be destroyed according to strict state protocols. The day concludes with overseeing the closing procedures. This involves cashing out each budtender, reconciling their physical cash and receipts against their individual POS sales reports. All cash is consolidated, counted, and prepared for the next day's armored car pickup. A final, comprehensive inventory cycle count is performed on a rotating section of the product vault. As the keyholder, the Operations Lead ensures all product and cash is secured, all staff have exited, and the security system is fully armed before leaving the facility.

Core Responsibilities & Operational Impact

The Operations Lead owns three critical domains that form the bedrock of a successful dispensary:

1. Regulatory Compliance & Cash Control

• Seed-to-Sale System Integrity: Acting as the on-site expert for the state tracking system (e.g., METRC), ensuring every product movement, from intake to sale to disposal, is accurately recorded in real-time.
• Meticulous Cash Management: Overseeing all cash handling procedures, including till management, cash drops, vault reconciliation, and preparing daily deposits for armored transport service, ensuring a complete and auditable paper trail.
• Transaction Auditing: Regularly reviewing sales data to ensure strict adherence to daily purchase limits, age verification protocols, and other state-mandated sales regulations.
• SOP Enforcement: Ensuring all staff, particularly budtenders, are trained on and consistently follow standard operating procedures for POS transactions, customer check-in, and compliance.

2. Inventory Management & Loss Prevention

• Inventory Accuracy: Leading daily and weekly cycle counts, full physical inventory audits, and investigating any discrepancies between physical stock and system data to maintain 100% accuracy.
• Controlled Intake & Receiving: Managing the entire process of accepting new product deliveries, including manifest verification, quality checks, and accurate data entry into both the POS and seed-to-sale systems.
• Loss Prevention Implementation: Monitoring facility security cameras to deter and detect internal and external theft, enforcing access control policies for secure areas like vaults and performing regular audits to identify potential sources of inventory shrink.
• Waste Protocol Management: Overseeing the compliant documentation and disposal of all cannabis waste, ensuring it is rendered unusable and tracked correctly in the state system to prevent diversion.

3. System Optimization & Team Enablement

• POS System Administration: Serving as the primary point of contact for POS system troubleshooting, staff training, and menu updates. Ensuring all product information, including prices and lab results, is accurate.
• Keyholder Responsibilities: Acting as a designated manager-on-duty, responsible for opening and closing the dispensary, responding to security alarms, and making operational decisions in the absence of the General Manager.
• Data Entry and Reporting: Compiling and analyzing daily operational reports on sales, cash, and inventory, providing key data to leadership that informs business strategy and identifies areas for improvement.
• Process Improvement: Identifying bottlenecks or inefficiencies in the workflow—from customer check-in to final sale—and working with management to implement more streamlined, compliant processes.

Strategic Impact Analysis

The Operations Lead directly influences key business performance metrics through the following mechanisms:

Chain of Command & Key Stakeholders

Reports To: This position typically reports directly to the Dispensary General Manager or a regional Director of Retail Operations.

Similar Roles: This role is a hybrid that combines responsibilities found in several traditional retail and hospitality positions. It is functionally equivalent to a Store Operations Manager, Inventory Control Manager, or a Head Cashier / Vault Manager in a high-volume setting. For broader market comparison, look for titles like Retail Operations Supervisor, Inventory and Compliance Lead, or Lead Keyholder. The key differentiator is the immense responsibility for state regulatory compliance, which elevates the role beyond a typical retail supervisor to that of a critical compliance specialist.

Works Closely With: This position requires constant collaboration with the Inventory Manager to plan for audits and deliveries, the Compliance Officer to understand and implement regulatory updates, and the entire team of Budtenders (Sales Associates) to ensure front-line operational excellence.

Technology, Tools & Systems

Success in this role requires deep proficiency with a specific technology stack:

• Cannabis-Specific Point of Sale (POS) Systems: Mastery of platforms like Dutchie, Flowhub, or Cova is essential. These systems are more than cash registers; they are compliance tools that track customer purchase limits and report sales to the state.
• State Seed-to-Sale (S2S) Tracking Systems: Direct, hands-on experience with government-mandated systems like METRC or BioTrack is non-negotiable. This involves managing inventory UIDs, accepting transfers, and reconciling data.
• Inventory Management Hardware & Software: Proficient use of barcode scanners, inventory counting devices, and the advanced reporting and auditing modules within the POS system to conduct efficient and accurate inventory checks.
• Cash Management Technology: Experience with high-security cash safes, cash-counting machines, and potentially cash-recycling hardware used to automate till management and reduce manual counting errors.
• Digital Security & Surveillance Systems: Ability to operate and review footage from the dispensary's security camera system to investigate cash or inventory discrepancies and ensure compliance with surveillance regulations.

The Ideal Candidate Profile

Transferable Skills

Success in this role is built on a foundation of operational discipline, making experience from other highly structured industries extremely valuable:

• High-Volume Retail Operations: Professionals from roles like Assistant Store Manager or Operations Manager in big-box electronics, grocery, or specialty retail bring deep experience in inventory control, loss prevention, cash office management, and staff supervision.
• Banking & Financial Services: A Bank Branch Operations Manager or a Vault Teller possesses the exact skills needed for meticulous cash handling, security protocols, daily reconciliation, and audit readiness.
• Pharmacy Operations: Certified Pharmacy Technicians are experts in handling controlled substances, maintaining precise inventory records, adhering to strict government regulations, and managing detailed data entry, all of which are directly applicable.
• Quick-Service Restaurant (QSR) or Bar Management: Managers in this sector are adept at managing inventory with high turnover, overseeing cash-heavy transactions, enforcing process consistency across a team, and maintaining operational readiness in a fast-paced environment.

Critical Competencies

The role demands a specific set of professional attributes to thrive:

• Process-Oriented Mindset: A natural inclination to follow and enforce established procedures without deviation. This person finds satisfaction in a perfectly reconciled inventory count or a cash deposit that matches to the penny.
• Extreme Attention to Detail: The ability to consistently perform highly detailed work, whether it's spotting a single incorrect digit in a product UID, identifying a minor cash counting error, or ensuring every field in a report is completed accurately.
• Unquestionable Integrity: Given the high volume of cash and valuable inventory, absolute honesty and ethical conduct are foundational requirements. This person must be trustworthy and capable of holding others to the same standard.
• Poise Under Pressure: The capacity to remain calm, methodical, and decisive during stressful situations such as a surprise regulatory inspection, a POS system failure during peak hours, or a security alarm event.

Top 3 Influential Entities for the Role

These organizations create the rules and provide the tools that define the daily reality of the Operations Lead:

• State Cannabis Regulatory Agency: This is the most important entity. Whether called the Cannabis Control Commission, the Department of Cannabis Control, or the Marijuana Enforcement Division, this state-level government body writes, updates, and enforces the regulations that dictate every aspect of dispensary operations, from inventory tracking to security requirements.
• The Dispensary's POS & Compliance Software Provider: Companies like Dutchie, Flowhub, and Cova, along with the state's chosen seed-to-sale platform provider (like METRC), create the digital ecosystem where the Operations Lead works. The features, reliability, and user interface of this software directly impact the efficiency and accuracy of daily tasks.
• The Dispensary's Armored Transport & Cash Logistics Partner: Companies like Brinks or Loomis that provide secure cash transport are critical vendors. The Operations Lead must work within their strict protocols for preparing deposits, scheduling pickups, and maintaining secure chain of custody for all cash leaving the facility.

Acronyms & Terminology