Retail Operations Engineer
1 month ago
Director, Retail Operations
Location: New York (hybrid)
Lucid Green was founded in early 2018 with a singular mission of building a standard for trust and transparency in the cannabis ecosystem. Lucid Green’s platform provides retailers and distributors with a complete touchless inventory management solution – increasing supply chain efficiencies and cost-savings; and provides brands with a channel to connect directly with consumers. For more information, please visit www.lucidgreen.io.
This position will be responsible for assisting both our internal Retail Operations team and our external retail partners with in-store and remote deployments of our retail platform, LucidRetail. This will involve in-field operations at various large-scale retail dispensaries. This role will partner with our development team on platform support, troubleshooting, and issue resolution.
- Collaborate with our brand operations team to support onboarding new retail MSO partners.
- Ensure first-line support for engineering and troubleshooting requests from retail partners on Lucid Green’s platform, remotely and on-site.
- Quickly identify, document, and remedy issues retailers may have with Lucid Green’s platform.
- Maintain and support existing documentation needs for the retail operations team
- Identify and comprehensively document improvements within the system and present potential solutions to the engineering team.
- Develop and document new procedures based on engineering updates to the Lucid Green system and ensure proper documentation and rollout of these new updates.
- Participate in testing of new features and processes on our retail platforms.
- Document problems in detail with potential resolutions, into our ticketing software.
- 3+ years of experience in a technical support role with retail operations, preferably in the cannabis space, but not required.
- 2+ years of experience supporting retail POS systems.
- 1-2 years of experience with seed-to-sale, supply chain tracking & inventory platforms, preferably in the cannabis space, but not required.
- 1-2 years of experience with OS support, web browser plugin support and mobile applications.
- Familiarity with software in the cannabis space (treez, dutchie, flowhub, blaze, meadow, onfleet, iheartjane, tymbur, weedmaps)
- Knowledge and use of remote support software and practices
- Excellent written and verbal communication skills to both internal and external partners
- Customer Service driven.
- Proven ability to interface with engineering teams and stakeholders on complex support issues.
- Strategic thinker with the ability to analyze and solve problems.
- Willingness to travel – ability to support both coast customers during dispensary business hours, as well as travel in market when necessary – California, Nevada, Michigan and Maryland.
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