The Role
The Manager, Consumer Experience leads a high-performing hybrid team of onsite and remote CX Representatives to deliver best-in-class service across every consumer interaction. This role is responsible for driving daily operations, ensuring service excellence, and maintaining alignment with GTI’s mission to create a seamless, positive experience for every consumer.
You will foster a positive, high-performing environment that supports engagement, accountability, and professional growth. In addition to managing daily operations, this role oversees core department functions including staffing and scheduling, system management, call center reporting, training and QA, and ongoing employee development. The Manager will also play a key role in capturing and analyzing Voice of the Consumer (VOC) data, preparing weekly and monthly summaries to identify trends, measure service performance, and drive continuous improvement.
This position partners closely with Retail, Accounting, IT, Operations, and Brand teams to strengthen collaboration, streamline communication, and ensure consistent service across all markets.
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.
Qualifications
- 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.
Additional Requirements
- 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
The pay range is competitive and based on experience, qualifications, and/or location of the role. Positions may be eligible for a discretionary annual incentive program driven by organization and individual performance.
Green Thumb Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Green Thumb and has not been reviewed or approved by Green Thumb.
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Pay Growth & Progression — Pay has increased in several unionized locations through contracts that include scheduled wage increases and structured wage steps. These agreements also add predictability through clearer scheduling and guardrails that can strengthen perceptions of compensation fairness over time.
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Wellbeing & Lifestyle Benefits — A modern set of non-cash benefits appears to be available in many roles, including mental-health programs and tools such as EAP/Calm, plus conveniences like Daily Pay. Everyday perks such as an in-store employee discount are positioned as a meaningful benefit, particularly for retail workers.
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Healthcare Strength — Core medical, dental, and vision coverage is consistently presented as part of the standard package for eligible employees, often alongside HSA/FSA options. Additional protections like life and disability insurance are also included in the stated benefits mix.
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What We Do
We are a national cannabis consumer packaged goods company and retailer. Our mission is to promote well-being through the power of cannabis while giving back to the communities in which we serve. Established in 2014, Green Thumb employs over 4,800 people and serves thousands of patients and customers each year. Green Thumb manufactures and distributes a portfolio of branded cannabis products including RYTHM, Dogwalkers, Beboe, Good Green, incredibles, Doctor Solomon’s, &Shine, and owns and operates rapidly growing national retail cannabis stores called RISE.
Why Work With Us
Cannabis is a rapidly growing industry. It's the Great American Growth story, and it is much more than revenue numbers. It's a story about people first. From our commitment to helping right the wrongs caused by the War on Drugs to our passionate team members, people and their well-being are at the core of everything we do at Green Thumb.
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