Director of Implementation and Onboarding

Dutchie; United States; On-site; USD 98,000 - 115,000; Full time

Benefits offered by this job

Medical benefits (dental & vision)

Equity stock options

Technology allowance

Flexible vacation & sick days

Job summary

Dutchie is seeking a qualified leader to run the Implementation team, driving go-lives, CSAT, and onboarding success for cannabis operators. You’ll coach Implementation Strategists, partner with Sales, Support, CS, and Product, and help scale processes as the function grows.

You’ll be responsible for ensuring a customer-first onboarding experience, managing bandwidth, and delivering high-impact outcomes across the end-to-end client lifecycle.

Qualifications

• Experience managing large teams toward volume-based metrics.
• Hands-on experience with retail platforms.
• Retail cannabis experience preferred.
• Strong client-facing skills and ability to build trust with clients.
• Effective leadership with ability to inspire and motivate teams.
• Direct communication with empathy and feedback across teams.
• Analytical, structured thinking with a process-improvement mindset.

Responsibilities

• Manage, coach, and inspire a team of Implementation Strategists.
• Own team metrics: go-lives, CSAT, time to go-live.
• Support clients directly during onboarding for a smooth experience.
• Assign accounts and balance workload across the team.
• Refine processes to increase operational efficiency.
• Collaborate with Sales, Support, CS, and Product across the lifecycle.
• Shape and scale the Implementation team with strategic initiatives.
• Be accountable to company-aligned goals tied to outcomes.

Skills

Team leadership

Retail platforms

Retail cannabis experience

Client-facing skills

Communication

Analytical thinking

First-principles thinking

Job description

Dutchie is seeking a qualified leader to run the Implementation team, driving go-lives, CSAT, and onboarding success for cannabis operators. You’ll coach Implementation Strategists, partner with Sales, Support, CS, and Product, and help scale processes as the function grows.

You’ll be responsible for ensuring a customer-first onboarding experience, managing bandwidth, and delivering high-impact outcomes across the end-to-end client lifecycle.