Associate Director, Sales Support Operations (Onsite)

Associate Director, Sales Support Operations (Onsite - 5 days per week onsite in Irvine, CA)

Overview:

The Revenue team is looking for a strategic and operational leader to oversee our Sales Support division, with responsibility to support ambitious revenue, product adoption, and platform quality targets across the Weedmaps Business portfolio. Based in Southern California (LA or Irvine), and reporting to the VP of Revenue, this role will have direct line responsibility for B2B & B2C Support teams, Policy and Compliance function, and Saas business teams. The right person will have a demonstrated track record of delivering against ambitious goals, strong people management capabilities, excellent communication and leadership skills, and a strategic mindset to help build a world class central operations function. This role will require a strategic thinker who is willing to get their hands dirty while ensuring day-to-day operational execution and excellence.

The impact you'll make:

• Own the strategy and execution for providing world class support to clients and users.
• Develop and manage the global support operation to include onsite and remote teams both on- and offshore.
• Own the user support function for both the B2B and B2C channels providing phone, email, and chat support.
• Own and implement the content review program for determining and resolving content violations on platform.
• Continuously develop Service Level Agreements (SLAs) across support channels and drive performance to meet and exceed those standards.
• Develop and own a program for collecting user feedback via support channels.
• Own the technical support function to provide escalated client support for Weedmaps Business products.
• Hire and manage several teams with varied focus including client support and customer service
• Partner with Engineering to share and prioritize technical issues experienced by clients using Weedmaps Business products.
• Work cross functionally with partners from Sales, Legal, Product, and Marketing to improve the Weedmaps experience.

What you've accomplished:

• BA/BS Degree or equivalent work experience, MBA preferred
• 7+ years of combined work experience, with increasing levels of responsibility, in operations leadership, general management, client sales, and support operations
• 4+ years managing teams
• Demonstrated ability to consistently achieve revenue, product adoption, or operational expansion targets, and to adapt to new products, new assignments, and changing market conditions
• Cross-functional team leadership, influence, management, and alignment experience
• Comfort with, and ability to operate at an aggressive, accelerated, iterative pace in a dynamic environment
• Strong planning, analytical and organizational skills
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization
• Proficiency in Salesforce software and workflows.
• Experience managing multiple separate teams and functions simultaneously

The base pay range for this position is $150,000.00 - $165,000.00 per year

2023 Benefits for Full Time, Regular Employees:

• Medical, Dental & Vision benefits (effective Day 1):
• Employee - employer paid premium 100%
• For plans that offer coverage to your dependents, you pay a small contribution
• Basic Life & AD&D - employer paid 1x salary up to $250,000
• 401(k) Retirement Plan (with employer contribution)
• Generous PTO, Paid Sick Leave, and Company Holidays
• Supplemental, voluntary benefits
• Family planning/fertility -  including up to $10,000 towards cash-pay services
• Student Loan Repayment/529 Education Savings - including a company contribution of up to $1,000/year
• FSA (Medical, Dependent, Transit and Parking)
• Voluntary Life Insurance
• Critical Illness Insurance
• Accident Insurance
• Short- and long-term disability Insurance
• Pet Insurance 
• Company-paid identity theft protection
• Legal services platform
• Paid parental leave

Why Weedmaps?

• You get an opportunity to shape the future of the cannabis industry
• You get to play a meaningful role that impacts the wellbeing of others
• Casual work environment, no fancy clothes required, but you are free to dress to the nines!
• Generous PTO and company holidays
• Numerous opportunities to learn and grow your professional skills
• Endless opportunities to network and connect with other Weedmappers through speaker series, Employee Resource Groups,