Retail Technology Operations Manager

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 manag