Director of Retail Operations (Multi-State)

Director of Retail Operations (Multi-State)Northeast Alternatives is a growing, award-winning, seed-to-table cannabis retail brand specializing in the highest quality cannabis products Massachusetts, Michigan and New Jersey has to offer. Constantly focused on developing and ingenuity, NEA strives to achieve this by adding skilled and motivated team players. These goals are met by seeking out diverse, talented individuals to further the company's mission and provide unique and new ideas. As the business continues to grow, our team will continue to grow, allowing us to be the best in our specialized market. If you are motivated, eager to learn, dedicated, flexible and excited about joining an incredible industry, Northeast Alternatives is the perfect place to be!Reports to: VP of SalesLocation: Southern MassachusettsTravel: Up to 50%, primarily to Michigan, New Jersey, and future marketsPosition Summary:The Director of Retail Operations is responsible for the performance of all Northeast Alternatives and Sapura dispensaries across Massachusetts, Michigan, New Jersey, and future markets.This leader directly manages Store Managers and centralized retail leaders while maintaining accountability for the performance of Assistant Store Managers, Inventory Managers, Customer Experience Managers, Keyholders, Budtenders, Inventory Agents, and all other retail employees.NEA/Sapura is a KPI-driven, high-performance company. Every retail role operates against defined, role-specific scorecards, expectations, and measurable results. The Director owns the retail performance-management system and ensures those individual scorecards translate into location-level revenue, profitability, payroll, customer experience, inventory, and team-performance results.This is a hands-on, field-facing role for a disciplined retail operator who thrives in a results-oriented environment, builds teams of A+ Players—the best of the best, identifies gaps quickly, and drives corrective action with urgency and follow-through.Success in This Role Means:Every location consistently achieves or exceeds its revenue and profitability targetsPayroll remains within established targets while protecting customer service and executionStore Managers and their teams consistently achieve role-specific KPIs and scorecard expectationsCustomers receive a consistent, best-in-class experience at every location and through every channelInternally produced product demand is forecasted accurately enough to support production and allocation decisionsEach location maintains its ideal menu and consistently meets Menu Par expectationsPromotions generate profitable sales growth and improve inventory productivityA+ Players are recruited, developed, retained, and promoted throughout the retail organizationCompliance, inventory, security, and operating standards remain audit-readyCore Responsibilities:Retail Performance, Profitability and PayrollOwn revenue, profitability, payroll, margin, traffic, and KPI performance for every retail locationEstablish and manage role-specific scorecards for Store Managers and retail leadership, ensuring expectations cascade through all management and frontline positionsLead recurring business reviews focused on results, root causes, corrective actions, accountability, and deadlinesMonitor key drivers including sales, Average Transaction Amount, units per transaction, transactions per hour, customer retention, payroll percentage, productivity, and inventory performancePartner with Finance and the VP of Sales to improve store-level profitability and controllable expensesLeadership, Accountability and A+ Team DevelopmentDirectly lead, coach, and hold Store Managers and centralized retail leaders accountable for measurable resultsEnsure every retail employee understands the scorecard, KPIs, behaviors, and standards required for success in their roleRecruit, develop, retain, and promote A+ Players who can excel in a demanding, high-performance environmentBuild succession plans and a strong internal bench for Store Manager, Assistant Store Manager, Inventory Manager, and other critical rolesAddress performance gaps promptly through coaching, retraining, corrective action, reassignment, or replacementPartner with Human Resources to maintain strong recruiting, onboarding, performance-management, and documentation practicesCustomer Experience and Brand ConsistencyCreate and maintain one consistent NEA/Sapura customer experience across all locations and customer-facing channelsEstablish measurable standards for service, sales execution, product education, complaint resolution, store presentation, and customer communicationMonitor surveys, NPS, online reviews, loyalty performance, complaints, call-answer rates, and direct store observationsIdentify inconsistent execution and hold leaders accountable for measurable improvementEnsure every location remains clean, welcoming, properly merchandised, and “grand-opening ready.”Sales and Promotional PlanningDevelop location-specific sales and promotional plans based on revenue goals, inventory, competition, customer behavior, margin, and seasonalityPartner with Marketing, Purchasing, Inventory, Production, Finance, and Store Managers to build coordinated promotional calendarsEstablish clear targets for promotions and ensure they are properly communicated, configured, stocked, and executedMeasure results through sales lift, traffic, margin, customer acquisition, and inventory sell-throughAdjust future plans based on performance rather than assumptionsInventory Forecasting and Ideal MenuOwn retail demand forecasting for internally produced products by state, location, category, and SKUTranslate sales trends, promotions, seasonality, and product launches into reliable production and allocation forecastsCompare projected demand with actual results and continuously improve forecast accuracyEnsure each location maintains the right assortment, categories, price points, brands, and inventory levelsMinimize preventable out-of-stocks, aging inventory, expiration, shrink, and unnecessary discountingHold Store Managers and Inventory Managers accountable for Menu Par, menu accuracy, inventory integrity, and inventory-related KPIsOperational Excellence and ComplianceEstablish consistent operating standards across all locations while accounting for state-specific requirementsMaintain strong controls over cash, inventory, security, opening and closing procedures, POS systems, and cannabis track-and-trace systemsConduct regular store visits, performance reviews, operating audits, and scorecard evaluationsEnsure performance or compliance gaps result in documented corrective actions with clear owners and deadlinesPartner with Compliance to maintain proactive, audit-ready operationsSupport new store openings, acquisitions, remodels, and future market expansionProvide clear, results-focused reporting and recommendations to the VP of Sales and senior leadershipQualificationsSeven or more years of progressive multi-unit retail leadership experienceAt least three years directly leading Store Managers, General Managers, or comparable retail leadersProven success achieving revenue, profitability, payroll, customer experience, and operational targetsDemonstrated success managing a KPI-driven organization through role-specific scorecards and performance expectationsStrong experience with P&L management, labor planning, scheduling, retail analytics, and performance improvementProven ability to recruit, develop, retain, and hold A+ leaders accountableExperience with inventory forecasting, assortment planning, allocation, or replenishment strongly preferredExperience developing retail promotions and measuring their resultsCannabis retail experience strongly preferred; highly regulated or high-volume retail experience may also be consideredStrong proficiency with spreadsheets, reporting tools, POS systems, scheduling platforms, and inventory systemsMETRC or other cannabis track-and-trace experience preferredStrong communication, analytical, organizational, and decision-making skillsDemonstrated ability to excel in a fast-paced, high-accountability, results-oriented environmentMust be based near Southern Massachusetts and able to travel up to 50%Must be at least 21 years old and eligible for all required cannabis registrationsNEA/Sapura Leadership ExpectationsResults-owned: KPIs, scorecards, and commitments must produce measurable outcomesCustomer-obsessed: Customer experience is protected in every decision and every locationA+ talent builder: The best results come from recruiting and developing the best peopleData-driven: Decisions are based on facts, trends, and performance—not opinionsField-focused: Leaders remain present in stores and inspect what they expectDecisive: Performance gaps are addressed promptly and difficult decisions are not avoidedCompliance-first: Systems are built to prevent issues rather than explain them afterwardNortheast Alternatives has a strong commitment to Diversity, Equity, and Inclusion and aspires to be reflective of the diverse communities we serve. We aim to attract and hire qualified candidates who hold these same values, provide diverse perspectives, and contribute to creating a workplace where all employees experience a sense of belonging.Northeast Alternatives is proud to provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, gender, sexual orientation, age, national origin, ancestry, disability, genetics, Veteran status or any other characteristic protected by state, federal and local laws. In addition to federal law requirements, NEA complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.EEO M/F/D/VNOTE: This job description is not intended to be all-inclusive. Employees may perform other related duties as assigned to meet the ongoing needs of the organization.