Everyone is welcome here. Each of us is unique, and that's what makes us amazing. We believe in inclusiveness and celebrating each person's individuality, because there's power in bringing people with different points of view and life experiences together. That's why we provide equal employment opportunities (EEO). All applicants are considered regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

So, bring yourself and your best ideas; when we feel safe and comfortable being ourselves, there's no limit to what we can achieve.

IN A NUTSHELL…

Aligning with the overall Customer Experience strategy; this leadership role ensures that the care team is positioned to successfully support customers, promotion campaigns and changes which impact current operations. The Call Center Manager drives operational excellence to achieve targeted answer rates, call quality and utilization rates with a focus on continuous operational and efficiency improvements.

Parallel is one of the largest multi-state cannabis companies in the world, owning and operating in four markets; Florida (Surterra Wellness), Massachusetts (NETA), Pennsylvania (Goodblend) and Texas (Surterra Wellness). If you enjoy companies that are growing, moving fast, and constantly challenging themselves to achieve more, then Parallel is for you. We work hard, lean on each other, and are passionate about a pretty ambitious vision … pioneering a new paradigm of what well-being can be for all people, everywhere. For more information, visit www.liveparallel.com.

WHAT YOU WILL BE DOING

• Maintain a strong presence with customer care to support, coach and develop the team
• Serve as a role-model and resource for customer care concerning products and services, policies and procedures, industry news, and changes in regulations
• Successfully execute company driven promotions and product launches while delivering the best experience possible for customers
• Operate as an entrepreneurial, inspirational people leader who is comfortable with taking responsibility for customer care as their own business, cultivating and maintaining a positive and fair work environment while also adhering to company standards
• Responsible for managing recruitment, performance evaluations, employee relations, payroll, engagement, and related tasks
• Support continued education through scheduling trainings and consistent skills development while ensuring all trainings are delivered on brand and with the desired service and selling skills
• Provide feedback retail management and customer care to identify opportunities, share industry trends, and suggest improvements as needed
• Manage effective oversight of budget expenditures and acts to reduce product returns/damages
• Maintain accurate records of all activities including customer records and enforce a culture of compliance for all activities in accordance with strict adherence to the regulations set forth by local, state, and federal agencies

EXPERIENCE AND SKILLS YOU'LL BRING

Required

• Age 21 or over
• High School Diploma or equivalent
• Valid Government-Issued Photo ID
• 1-year management or supervisory experience
• Must be customer-centric and maintain professionalism and calm through difficult situations
• Must consistently model the highest levels of support in a professional manner
• Collaborate and inspire others to achieve higher level performance
• Advance Microsoft Suite, including Word, Excel, and Outlook
• Experience with basic IVR, CSM and POS systems
• Self-motivation with critical attention to detail, deadlines, and reporting
• Demonstrates high emotional intelligence and ability to build relationships in store and cross-functionally
• Must be flexible regarding work schedule, including evenings, weekends, and holidays
• Demonstrated strategic thinking and business acumen, proven ability to analyze sales data and create effective action plans
• Demonstrated ability to independently solve moderate to complex problems

Preferred

• Prior experience in the Cannabis Industry
• Retail experience
• 3-5 years' experience in managerial role

PHYSICAL REQUIREMENTS

• Ability to stand for prolonged periods of time, and perform weighing, counting, calculating, and computer processing operations
• Ability to perform repetitive movements & tasks
• Ability to lift 30 lbs. unassisted
• Constantly operate a computer and other office machinery
• May require occasional travel

YOU WILL BE SUCCESSFUL IF YOU…

• Are self-motivated; micro-managing isn't fun for anyone
• Roll your sleeves up and do the work; strategy is important, but so is getting stuff done
• Can work fast and be flexible; our industry is always changing
• Play nice with others; we collaborate with each other a lot
• Think creatively; sometimes, the "traditional" solution isn't the best one

WHAT YOU GET

• Employee discount
• Consistent, reliable benefits; Full medical/vision/dental, 401k with possibility of a company match, access to company-sponsored well-being programs
• Balance and flexibility; paid time off, paid parental leave, flexible work arrangements
• Tuition Reimbursement Programs
• Pet Insurance
• Chance to make a difference; Employee Relief Fund, community volunteerism through our Parallel Cares program

PARALLEL IS UNITED BY OUR VISION, MISSION, & VALUES

Our Vision – why we exist – is to pioneer well-being and improve the quality of life for humanity through the benefits of cannabinoids.

Our Mission – how we will do this – is to build a leading, global well-being company through the best talent, our values, trusted and recognized brands, science and technology-based innovation, and a relentless focus on execution and continuous improvement.

Our Values – Integrity | Collaboration | Alignment | Intentionality | Accountability | Agility

We are an Equal Opportunity Employer. We embrace and encourage our employees' differences in age, color, disability, ethnicity, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socioeconomic status, veteran status, and other characteristics that make our employees unique.