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Retail Technology Operations Manager

Chicago, Illinois, United States

COMPANY OVERVIEW

Cresco Labs is one of the largest public, vertically integrated, multistate operators in the cannabis industry. Our portfolio of in-house cultivated and manufactured brands features some of the highest quality, most awarded and most popular cannabis products in America. With dozens of locations nationwide, our owned and operated Sunnyside® dispensaries provide a welcoming, positive, judgement-free place to shop for anyone at any point on their cannabis journey.
 
Founded in 2013, Cresco Labs’ mission is to normalize and professionalize cannabis through our passionate employees. As stewards of the cannabis industry, our teams are constantly focused on supporting the needs of our fellow colleagues, consumers, customers, and communities alike. With a focus on Social Equity and Educational Development, our SEEDTM initiative ensures that our company reflects the communities in which we serve, ensuring equal opportunity for all to have the knowledge and resources to work in and own businesses in cannabis.
 
At Cresco Labs, we aim to revolutionize and lead the nation’s cannabis industry with a focus on quality and consistency of product, and to bring legitimacy to the industry with the highest level of integrity and professionalism.
 
If you’re interested in joining our mission, click the below links to join our team today!

 

MISSION STATEMENT

At Cresco, we aim to lead the nation’s cannabis industry with a focus on regulatory compliance, product consistency, and customer satisfaction. Our operations bring legitimacy to the cannabis industry by acting with the highest level of integrity, strictly adhering to regulations, and promoting the clinical efficacy of cannabis. As Cresco grows, we will operate with the same level of professionalism and precision in each new market we move in to.

JOB SUMMARY

Cresco seeks a Manager, Technology Operations capable of supporting our retail store technology deployments and roadmap as we continue to grow and expand as a company, making necessary adjustments for success, along the way. This role reports directly to the Director, Retail Technology, and is based out of our headquarters in Chicago, IL.

CORE JOB DUTIES 

Daily Sunnyside* Operations Support

  • Use of ITIL practices including asset management, service management, and change controls
  • Manage installations, upgrades, and configurations of hardware and software in conjunction with technology owners and operational management
  • Develop processes for the resolution of technical challenges and client complaints in conjunction with technology owners and operational management
  • Maintain up-to-date knowledge of relevant technical and human resource policies and procedures with regard to hardware use in a dispensary.
  • Resolve or escalate technical issues within defined channels for optimal resolution speed and quality
  • Work with product owners to ensure escalated issues are addressed at the root cause level and documented for future troubleshooting
  • Provide escalation guidance on issues related to technical and managerial operations
  • Ensure the provision of technical equipment and materials required for operations in conjunction with technology owners
  • Work within our internal ticketing system to resolve, escalate, and deploy solutions to end users and internal team members adhering to all SLA standards
  • Ensuring successful adherence to team KPI’s regarding time to resolution, response times, and end user satisfaction

Sunnyside* Technology Solutions Implementation & Project Management 

  • Develop and deploy firmware, software, and hardware solutions to meet the technical requirements in partnership with technology owners
  • Responsible for planning, coordinating and executing all technical components of a project
  • Work with the entire information technology team, from engineers to service desk, and with contracted field services support
  • Provision hardware to be deployed to dispensaries and support incident tracking and resolution out of our internal ticketing system (Freshservice)

REQUIRED EXPERIENCE, EDUCATION AND SKILLS  

  • Bachelor’s degree in IT Management, Information Systems, business, or a related field from an accredited university or institution or equivalent work experience.
  • 3-5 years specifically in IT hardware provisioning, logistics or asset management
  • Competent analytical skills and business acumen; analytical thinking, problem-solving; detail-oriented, committed to a high level of accuracy; track record of managing multiple projects concurrently.
  • Ability to communicate professionally & effectively to both technical and business teams, across all levels of the organization, with demonstrated ability to interact credibly with executive management.
  • Ability to adapt quickly to new and changing business and technical environments.
  • Experience with Digital Transformation and customer experience improvement initiatives a plus.
  • Acquisition due diligence and integration experience a plus
  • Must be comfortable standing between 4 to 8 hours and lifting up to 50 lbs
  • Must be willing to travel approximately 20% of the time

BENEFITS

Cresco Labs is proud to offer eligible employees a robust offering of benefits including, major medical, dental and vision insurance, a 401(K)-match program, FSA/HSA programs, LTD/STD options, life insurance and AD&D.  We also offer eligible employees paid holidays and paid time off.  Other rewards may include annual discretionary bonuses, stock options as well as participation in our employee discount program. Benefits eligibility for permanent positions may vary by full-time or part-time roles, location, or position.

 

In accordance with any local and state compensation laws, the compensation listed is the current estimated range for the position. Final offer details and future compensation may be determined by multiple factors including but not limited to, geographic location, market compensation data, skills, experience, and other relevant factors. For questions about this please discuss with your recruiter during the interview process. 

Pay Range

$70,000 - $75,000 USD

ADDITIONAL REQUIREMENTS

  • Must be 21 years of age or older to apply
  • Must comply with all legal or company regulations for working in the industry 

Cresco Labs is an Equal Opportunity Employer and all applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

 

California Consumer Privacy Act (“CCPA”) Notice to Applicants:
Please read the California Employee Privacy Notice (“CA Privacy Notice”) regarding Sunnyside* and its affiliate Cresco Labs’ policies pertaining to the collection, use, and disclosure of personal information. This CA Privacy Notice supplements the information contained in the Sunnyside* Privacy Policy and applies to California resident employees and job applicants. Applicants with disabilities may access this notice in an alternative format by contacting CCPAnotice@crescolabs.com 
Reporting a Scam:

Cresco Labs is aware of fictitious employment offers being circulated from various sources. Many of these schemes consist of an alleged offer of employment with Cresco Labs with the intention of gaining personal information, including payment and/or banking information. Be aware that fraudulent job offers and correspondence may appear legitimate: they may feature a Cresco Labs logo, they may appear to originate from an official-looking email address or web site, or they may be sent by individuals purporting to represent Cresco Labs or an entity which includes the word Cresco Labs in its name. 

Please note that Cresco Labs does not ask for payment or personal banking information as a condition of employment. Any personal information is requested for payroll or state badging purposes only. Applications can be securely submitted through our career’s pages.
We are working diligently to block this from happening. Beware if an offer of employment looks too good to be true. Never divulge personal and banking information or send money if you are unsure of the authenticity of an email or other communication in the name of Cresco Labs.
If you are in doubt, please contact us at Report-a-spam@crescolabs.com with questions.

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