Apply on Employer Site

Green Thumb Industries (GTI) · 2 weeks ago

Consumer Experience Manager

United States

Full-time

Remote

Senior Level

$80K/yr - $100K/yr

5+ years exp

Green Thumb Industries (GTI) is seeking a Manager of Consumer Experience to lead a hybrid team of CX Representatives in delivering exceptional service across consumer interactions. This role involves overseeing daily operations, managing staffing and training, and analyzing consumer feedback to drive improvements while collaborating with various teams to enhance service consistency.

Alternative MedicineCannabisMedical

Responsibilities

Lead daily CX Support operations, ensuring timely, accurate, and empathetic service across all consumer channels

Oversee scheduling, staffing, QA, and training to maintain coverage, performance, and service excellence

Serve as an escalation point for complex consumer situations and drive root-cause

Analyze VOC data and service trends to inform leadership and drive process improvements

Track and analyze KPIs (SLA, CSAT, response time, resolution rate) to measure success and identify opportunities

Maintain and update SOPs, FAQs, and training materials to ensure clarity and consistency

Align CX Support strategies with broader Retail and Brand goals for a seamless consumer journey

Collaborate with Retail, Operations, IT, Brand, Accounting to enhance communication and CX systems

Recruit, coach, and develop team members through 1:1s, performance reviews, and ongoing feedback

Support AU launches, new market transitions, and high-volume periods with flexibility and proactive planning

Qualification

Contact center leadershipAnalytical skillsConsumer service softwareCross-functional collaborationCommunication skillsProblem-resolution skillsTeam developmentOrganizational skills

Required

5+ years of contact center or consumer experience operations leadership experience, preferably in a hybrid or multi-site environment

Proven ability to lead, coach, and develop teams to meet or exceed performance goals

Strong analytical skills with the ability to interpret KPIs, VOC data, and service metrics to drive improvements and business insights

Proficiency in Microsoft Office, program management tools, and consumer service software solutions (e.g., FreshService, Reputation, Meltwater, CRM platforms)

Skilled in influencing and collaborating across cross-functional teams to align initiatives and drive operational consistency

Excellent written and verbal communication skills; able to connect effectively at all levels, internally and externally

Demonstrated ability to manage multiple priorities, make data-driven decisions, and deliver results in a fast-paced, time-sensitive environment

Strong consumer-first mindset with exceptional follow-up, organization, and problem-resolution skills

Illustrated Proven history of living GTI's Behaviors: Consumer Focus, Collaborates, Values Differences, Adapts to Change, Business Insights and Drives Results

Must pass any and all required background checks

Must be and remain compliant with all legal or company regulations for working in the industry

Must possess valid driver's license