Retail Operations Manager

Zen Den; Boston (MA); On-site; USD 70,000 - 100,000; Full time

Job summary

Zen Den in Boston is seeking an experienced Retail Operations Manager to lead the day-to-day execution of a high-volume, customer-facing retail operation. This hands-on role requires strengthening operational systems, coaching staff, and delivering an exceptional customer experience on the sales floor.

The ideal candidate will balance people leadership with process optimization, developing frontline managers and employees through onboarding, training, and ongoing feedback.

Responsibilities

• Maintain a visible and consistent leadership presence on the sales floor
• Observe managers and employees during day-to-day operations and provide timely, constructive coaching
• Develop managers and emerging leaders into stronger, more confident people leaders
• Coach managers on training, motivating, developing, and holding their teams accountable
• Identify performance, training, communication, and leadership gaps before they become larger operational issues
• Reinforce expectations through consistent follow-up and accountability
• Ensure employees receive effective onboarding, training, and development
• Build a culture of continuous coaching and feedback
• Partner with senior leadership and HR on employee performance matters
• Participate in performance evaluations, coaching conversations, corrective action, and performance improvement processes when necessary
• Proactively address gaps in service, compliance, and execution to uphold brand standards
• Collaborate with senior leadership to set and monitor operational metrics and staffing plans

Job description

A licensed cannabis retailer in the downtown Boston area is seeking an experienced Retail Operations Manager to lead the day-to-day execution of a high-volume, customer-facing retail operation.

This is a hands-on leadership role for someone who knows how to develop people, strengthen operational systems, improve performance, and create an exceptional customer experience.

This is not an office-based management position. The Retail Operations Manager will maintain a consistent presence on the sales floor, observe the business in real time, coach leaders and employees, identify operational gaps, improve processes, and ensure expectations around service, performance, compliance, and execution are consistently met.

The ideal candidate is equal parts people leader, coach, operator, and systems-builder.

Cannabis experience is welcomed, but not required. We are particularly interested in leaders from high-volume retail, hospitality, entertainment, or other customer-facing environments where service, pace, accountability, operational consistency, and team development are critical.

LEADERSHIP, COACHING & TEAM DEVELOPMENT

This role is responsible for developing frontline managers, supervisors, leads, and retail employees.

Key responsibilities include:

• Maintain a visible and consistent leadership presence on the sales floor
• Observe managers and employees during day-to-day operations and provide timely, constructive coaching
• Develop managers and emerging leaders into stronger, more confident people leaders
• Coach managers on training, motivating, developing, and holding their teams accountable
• Identify performance, training, communication, and leadership gaps before they become larger operational issues
• Reinforce expectations through consistent follow-up and accountability
• Ensure employees receive effective and consistent onboarding, training, and development
• Build a culture of continuous coaching and feedback
• Partner with senior leadership and HR on employee performance matters
• Participate in performance evaluations, coaching conversations, corrective action, and performance improvement processes when necessary

EQUAL EMPLOYMENT OPPORTUNITY

• The employer is committed to providing equal employment opportunities and prohibits discrimination or harassment based on any characteristic protected by applicable federal, state, or local law.