E-Commerce Manager

As a top Las Vegas dispensary, Planet 13 strives to provide the best quality recreational cannabis, cannabis extracts, and infused products available at competitive prices and with compassion that can only come from those who are knowledgeable in the field. 

Summary
The E-Commerce Manager is responsible for overseeing all aspects of the delivery program to ensure safe, compliant, efficient, and customer-focused operations. This role manages the success and efficiency of all delivery processes and procedures, including employee management, state and company compliance, METRC accuracy, inventory accountability, customer satisfaction, sales reporting, and personnel performance. Additionally, the E-Commerce Manager serves as the primary owner of fleet operations, ensuring company vehicles are properly maintained, licensed, inspected, and operational to support uninterrupted delivery services. This role is responsible for maintaining vehicle safety, preventative maintenance, repairs, accident reporting, and compliance with all transportation-related requirements while providing direct oversight of applicable roles within the E-Commerce department.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Oversee and account for all aspects of the marijuana delivery program.
• Schedule staffing and establish PAR levels based on business demands, delivery volume, and operational needs.
• Assess customer engagement and optimize workflows, technology, and processes to minimize cancellations, wait times, and customer dissatisfaction.
• Monitor department transactions for errors or discrepancies impacting inventory accuracy, financial reporting, or METRC compliance.
• Maintain METRC accuracy and partner with inventory teams during audits and discrepancy resolution.
• Track, analyze, and report department sales metrics, profitability, operational trends, and opportunities for improvement to senior leadership.
• Provide feedback to marketing regarding promotions, sales initiatives, and opportunities that support delivery growth and customer engagement.
• Ensure the department is properly opened and closed at the start and end of each business day.
• Enforce company policies, attendance expectations, and performance standards for all delivery personnel.
• Review and delegate job responsibilities to direct reports.
• Responsible for onboarding, training, coaching, and developing new and existing team members.
• May assist in the hiring process by participating in interviews and candidate selection.
• Create, implement, and maintain Standard Operating Procedures (SOPs) for delivery and pickup activities.
• Oversee accident and incident response plans, facilitate investigations, ensure timely reporting, and proactively address operational or security concerns.
• Communicate effectively with technology providers to ensure accurate product information, pricing, and website functionality.
• Serve as the primary manager of the company fleet, maintaining detailed records of vehicle servicing, inspections, licensing, registration, and preventative maintenance schedules.
• Coordinate vehicle maintenance, repairs, washes, and servicing to minimize downtime and ensure operational efficiency.
• Ensure timely completion of vehicle safety inspections, emissions testing, accident reporting, and vehicle damage documentation.
• Monitor delivery vehicle conditions and ensure vehicles meet company cleanliness, safety, and operational standards.
• Monitor and ensure adherence to all applicable traffic safety laws, company driving standards, and safe vehicle operation practices.
• Review dash cam footage weekly to ensure drivers are adhering to safety and compliance standards.
• Review body cam footage regularly for compliance, training, coaching, and investigative purposes while ensuring adequate storage management.
• Provide reports, as requested, to senior leadership regarding departmental performance, fleet operations, customer satisfaction, and operational concerns.
• Maintain the highest level of presentation, customer service, and compassion to all customers.
• Stay informed and knowledgeable regarding state and local laws, cannabis regulations, and industry trends affecting delivery and transportation operations.
• Maintain a clean and organized work environment.
• Comply with all HR policies including confidentiality and non-disclosure.                                                                                                                   
• Assist with the implementation of company policies, standard operating procedures, and performance standards.                                                                                                                                
• Maintain a clean and organized work environment.
• Daily compliance with Company policies including but not limited to; state/local regulation compliance, security protocols, access protocols, dress code, and work schedules.

Supervisory Responsibilities
Manages 4+ subordinate supervisors who supervise a total of 20+ employees in the E-Commerce Department. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.


Competencies
To perform the job successfully, an individual should demonstrate the following competencies:
Analytical - Synthesizes complex or diverse information; collects and researches data; uses intuition and experience to complement data; designs workflows and procedures.
Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others.
Job Knowledge - Competent in required job skills and knowledge; exhibits ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.
Design - Generates creative solutions; translates concepts and information into images; uses feedback to modify designs; applies design principles; demonstrates attention to detail.
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Customer Service - Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments. 
Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods.
Cooperation - Establishes and maintains effective relations; exhibits tact and consideration; offers assistance and support to co-workers; works cooperatively in group situations; works actively to resolve conflicts.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
Change Management - Develops workable implementation plans; communicates changes effectively; builds commitment and overcomes resistance; prepares and supports those affected by change; monitors transition and evaluates results.
Delegation - Delegates work assignments; matches the responsibility to the person; gives authority to work independently; sets expectations and monitors delegated activities; provides recognition for results.
Leadership - Exhibits confidence in self and others; inspires and motivates others to perform well; effectively influences actions and opinions of others; accepts feedback from others; gives appropriate recognition to others.
Managing People - Includes staff in planning, decision-making, facilitating and process improvement; takes responsibility for subordinates' activities; makes self-available to staff; provides regular performance feedback; develops subordinates' skills and encourages growth; solicits and applies customer feedback (internal and external); fosters quality focus in others; improves processes, products and services.; continually works to improve supervisory skills.
Quality Management - Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.
Business Acumen - Understands business implications of decisions; displays orientation to profitability; demonstrates knowledge of market and competition; aligns work with strategic goals.
Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control; uses negotiation skills to resolve conflicts.
Impact & Influence - Pursues and wins support for ideas; displays ability to influence key decision-makers; achieves win-win outcomes; uses authority appropriately to accomplish goals; addresses divergent opinions.
Recruitment & Staffing - Utilizes recruitment sources; exhibits sound interviewing skills; presents positive, realistic view of the organization; analyzes and forecasts staffing needs; makes quality hiring decisions.
Cost Consciousness - Works within approved budget; develops and implements cost saving measures; contributes to profits and revenue; conserves organizational resources.
Ethics - Treats people with respect; promotes a harassment-free environment; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
Strategic Thinking - Develops strategies to achieve organizational goals; understands organization's strengths & weaknesses; analyzes market and competition; identifies external threats and opportunities; adapts strategy to changing conditions.
Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
Achievement Focus - Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; recognizes and acts on opportunities; takes calculated risks to accomplish goals.
Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals.; completes tasks on time or notifies appropriate person with an alternate plan.
Initiative - Volunteers readily; undertakes self-development activities; seeks increased responsibilities; takes independent actions and calculated risks; looks for and takes advantage of opportunities; asks for and offers help when needed.
Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas; presents ideas and information in a manner that gets others' attention.
Judgement - Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate people in decision-making process; makes timely decisions.
Planning/Organizing - Prioritizes and plans work activities; uses time efficiently; plans for additional resources; sets goals and objectives; organizes or schedules other people and their tasks; develops realistic action plans.
Safety and Security - Observes safety and security procedures; determines appropriate action beyond guidelines; reports potentially unsafe conditions; uses equipment and materials properly.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience
Bachelor's degree from four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.
Language Skills
Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents.  Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.  Ability to write speeches and articles for publication that conform to prescribed style and format.  Ability to effectively present information to top management, public groups, and/or boards of directors.
Mathematical Skills
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.
Reasoning Ability
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
Computer Skills
To perform this job successfully, an individual should be proficient in Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, and industry-specific software.
Certificates, Licenses, Registrations
Must be 21 years of age or older.
Must possess a valid Nevada driver’s license and a clean driving history.
NV State Agent Card Required.
OSHA 30 Required (company paid) to be completed within 6 months of hiring
Benefits:

• Health, dental, and vision insurance offered
• 401k retirement plan
• Employee discount
• Early access to your wages ahead of payday
• Cancer and Critical Illness Insurance

Life Insurance
 

All qualified applicants will receive consideration for employment without regard to race, religion, color, age, sex, national origin, gender identity, disability status or protected veteran status. The Company will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state and local laws.

Planet 13 would like to make its customers aware that certain individuals might try and approach them, call them, email them, text them, or reach out to them via social media, presenting themselves as our employees and/or affiliates to try and gain access to your personal information. This is a phishing scam. Planet 13 will never call a potential employee or customer for any form of payment in return for training material, ask for anyone’s direct deposit information, and their banking login and password. Planet 13’s Board Members, and Executives do not work as recruiters and do not communicate with potential employees directly via any form of communication nor do they engage in the offering of positions to potential employees. These claims and offers are fraudulent and we advise everyone to use discretion when handling these situations. If you feel as though you have been a target of this type of scam, please reach out to your local law enforcement. Thank you.