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Brands Ops Manager

Remote

About This Job

Dutchie is the leading technology platform powering the cannabis industry. Our Brands team is the connective tissue between cannabis brands and the thousands of dispensaries that carry, merchandise, and advertise their products. As the Brand Ops Manager, you will own the operational relationship with our brand customers across two fast-growing product lines: our performance advertising business (Ad Sales) and Connect - our expanding suite of products, anchored by the Brand Catalog, that lets brands build and maintain accurate product data, imagery, pricing, and promotions so their products appear correctly on retailer menus, while increasingly linking suppliers and retailers across the supply chain.

This is a true jack-of-all-trades role for someone who thrives at the intersection of customer success, operations, data, and technology. Your primary mandate is to onboard and train new Connect and Ad Sales customers, then guide them through their entire lifecycle on the platform - driving adoption, retention, and growth. In a single day you might lead an onboarding session, configure a brand’s catalog, optimize a live ad campaign, dig into performance data to build an upsell case, and troubleshoot a technical issue with our Product team. Success requires someone who is genuinely self-sufficient: you set your own priorities across a varied book of business, learn new tools fast, and turn data and relationships into measurable customer outcomes.

As a key cross-functional partner, you’ll work alongside GTM, R&D, and Analytics - representing the voice of the customer and helping shape products that are still being built. The breadth of this role is its biggest opportunity: you will become the customer-facing expert on an entire and expanding platform.

What You'll Do...

Customer Onboarding & Training (Primary Focus)

  • Own end-to-end onboarding for new Connect and Ad Sales customers — from kickoff through go-live - getting brands configured, activated, and confident on the platform as quickly as possible.
  • Lead Brand Catalog onboarding: guide brands through building and maintaining accurate, complete product data, imagery, and detail so their products surface correctly on retailer menus across the network.
  • Design and deliver training: live sessions, documentation, and enablement materials that drive product adoption and make brand customers self-sufficient on Connect and Ad Sales tools.
  • Translate each customer’s goals into a tailored setup and adoption plan with clear milestones, then keep implementations on track and on time.

Lifecycle Management, Retention & Growth

  • Manage a portfolio of Connect and Ad Sales customers across their full lifecycle — owning account health, adoption, retention, and expansion from go-live onward.
  • Use platform and performance data strategically to spot at-risk accounts early, surface optimization opportunities, and build data-backed cases for upsell and expansion.
  • Prepare and lead recurring business reviews with brand customers, presenting clear narratives that connect platform usage and campaign performance to their business outcomes.
  • Develop and apply a prioritization framework across a varied book of business — balancing onboarding, escalations, optimization, and growth work against competing deadlines.

Ad Operations & Campaign Execution

  • Manage live advertising campaigns on Dutchie’s Moloco-powered platform — monitoring pacing, delivery, CPC, and ROAS, and making optimizations that maximize performance against customer goals.
  • Maintain a portfolio-level view when adjusting bids and budgets, accounting for the downstream effects across competing campaigns and shared spend.
  • Translate campaign results into actionable recommendations and tie advertising performance back to each brand’s broader objectives on the platform.

Technical Troubleshooting & Cross-Functional Partnership

  • Serve as the first line of support for customer issues across Connect and Ad Sales — diagnosing problems, resolving what you can independently, and escalating cleanly with clear, reproducible detail.
  • Interface directly with Product, Engineering, and Analytics to troubleshoot platform issues, advocate for the customer, and feed structured, data-backed feedback into the product roadmap.
  • Become the go-to expert on each new Connect product as it launches — learning it quickly and operationalizing it for both customers and internal teams.

What You Bring...

  • Experience: 3–5 years in customer success, onboarding or implementation, account management, ad operations, or operations roles — ideally at a SaaS, ad tech, retail media, or technology platform serving business customers.
  • Self-sufficiency: a proven self-starter who thrives with autonomy — you manage your own time, juggle shifting priorities across many accounts at once, and make sound judgment calls without waiting for direction.
  • Technical acumen: a strong track record of learning new software and platforms quickly, and becoming a power user of multiple tools — you’re energized, not intimidated, by unfamiliar systems.
  • Customer-facing skills: exceptional at building trust — you can run a training, lead an executive business review, calm a frustrated customer, and turn a relationship into a renewal or expansion.
  • Data fluency: advanced Excel or Google Sheets (pivot tables, lookups, conditional logic) and the ability to pull, read, and act on performance data to drive retention and growth. SQL or BI experience is a plus, or a clear willingness to develop it.
  • Troubleshooting mindset: you diagnose root cause, resolve issues independently where you can, and escalate the rest with the detail technical teams need to act fast.
  • Communication: excellent written and verbal skills, with the ability to distill complex platform and campaign data into clear, executive-ready narratives.
  • Ambiguity: comfort operating in a high-growth environment where processes are being built, not inherited, and priorities change quickly.

It’s a Bonus if You…

  • Experience with advertising platforms such as Moloco, The Trade Desk, Amazon Ads, Criteo, Meta, or Google, or with retail / endemic media.
  • Experience with product catalog, digital shelf, content syndication, or PIM tools (e.g., Salsify, Syndigo, 1WorldSync, ChannelAdvisor).
  • Familiarity with the cannabis, CPG, or another regulated industry and its compliance and operational constraints.
  • Experience with BI and reporting tools such as Looker, Tableau, or Mode.
  • Prior experience at a high-growth startup or vertical SaaS company where you wore multiple hats.

You’ll Get…

We are targeting a starting salary of $80,000 - $95,000 based on the intended level for this role.

In addition to cash compensation, our total rewards package includes:

  • Full medical benefits including dental and vision plans to ensure you always have the best care.
  • Equity packages in the form of stock options to all employees.
  • Technology (hardware, software, reading materials, etc..) allowance
  • Flexible vacation and sick days

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