Operations Manager, Customer Care Centre, Cannabis Operations

1 month ago

Burnaby, British Columbia, Canada BC Liquor Stores Full time

Operations Manager, Customer Care Centre, Cannabis Operations
Band 2

About the BCLDB:

The BC Liquor Distribution Branch (LDB) is one of two branches of government that provide oversight for the beverage alcohol and non-medical cannabis industries in the province. The LDB is responsible for the wholesale distribution of liquor and cannabis and operates the retails brands BCLIQUOR and BC Cannabis Stores.

The LDB is committed to government's goals of making life better for people in B.C., improving services, and ensuring a sustainable province for future generations. The revenue generated by the LDB helps fund essential public services like health care, education, and community programming. Learn more on the LDB careers page.

The LDB has been assigned to distribute, wholesale, and sell non-medicinal cannabis inclusive of a government owned online channel with a mandate to support government's key priorities of protecting public health and safety, promoting social responsibility, and eliminating the illicit market. Since 2018, the BC Cannabis Stores chain has grown to 39 locations across the province, providing an educational, safe, and socially responsible outlet for the BC public to engage with non-medical cannabis products. We distribute cannabis to all licensed retail locations across BC and work with licensed producers across Canada to provide a wide product assortment that is centrally distributed. Cannabis operations within the BCLDB includes the Distribution, Merchandising, Retail Operations, Supply Chain, and Marketing departments.

About this role:

The Operations Manager, Customer Care Center (CCC) is responsible for directing and overseeing the operations of all shifts in the CCC in support of the LDB's service plan and is an integral part of the LDB's supply chain and retail management. This position is responsible for managing the operational functions of the CCC team leaders and agents. This includes safety, quality, service levels, employee relations and the programs that support them.

This position is responsible for fostering and maintaining the customer care relationship with five unique customer types that include over 500 private retail cannabis stores, cannabis customers of BCCS stores, 39 BCCS stores, 20,000 ecommerce customers and licensed producers.

The Operations Manager ensures that the customer care agent team delivers a high level of care in the customer relationship through all aspects of the ordering application, including questions regarding customer registration and information changes, product information, order placement, order status and tracking, payment questions, order changes and returns.

It is the responsibility of this position to create and ensure operational efficiencies within the customer care agent team are a focus while serving a diverse customer base while minimizing costs and maximizing revenue. The Operations Manager may be required to assume the role of Senior Manager, CCC in the event of an absence, as required.

A criminal record check is required.

Multi-shift department.

For complete details about this opportunity, including accountabilities, please refer to the attached job description, also located in the Additional Information section at the bottom of the posting.

An eligibility list for permanent or temporary future opportunities may be established.

Position requirements:

Education and Experience:

  • Degree or Diploma in business administration, supply chain, or related program and a minimum of 3 years of recent, related experience*.

OR

  • Certificate in business administration, supply chain or related program and a minimum of 5 years of recent, related experience*

*Recent, related experience must have occurred within the last 5 years and include the following:

  • Experience in managing multiple direct reports.
  • Experience with customer relationship management (CRM) system.
  • Experience working with relevant business applications such as Ecommerce or Oracle.
  • Experience in a call centre environment.

Preference may be given to candidates with the following experience:

  • Experience with Service Now
  • Experience in contributing towards and implementing improved customer service delivery.
  • Experience working in a unionized environment.
  • Experience in the cannabis industry.

Application instructions:

To be considered for this position, your application must clearly demonstrate how you meet the education and experience as outlined in the position requirements section above. Applicants selected to move forward in the hiring process may be assessed on the knowledge, skills, abilities and competencies as outlined in the attached Job Description. Applicants must meet the requirements as described below to be considered:

  • A cover letter is required as part of your application. The content and/or format of your cover letter may be evaluated as part of the assessment process.
  • Ensure your resume includes your educational accomplishments, employment history including start and end dates (month and year) of your employment, and any relevant information that relates to the job to which you are applying.

For specific position-related enquiries, please contact Andrea Trousdell at

Only applications submitted using the BC Public Service Recruitment System on this website will be accepted. For more information about how to create or update your profile, please refer to the attached Application Instructions or refer to the Job Application page on the MyHR website. If you are experiencing technical difficulty applying for a competition, please send an e-mail to before the stated closing time, and they will respond as soon as possible to assist you.

Note: Applications will be accepted until 11:00pm Pacific Time on the closing date of the competition.

Working for the BC Public Service:

The BC Public Service is committed to creating a diverse workplace to represent the population we serve and to better meet the needs of our citizens. Consider joining our team and being part of an innovative, inclusive and rewarding workplace.

The Indigenous Applicant Advisory Service is available to applicants that self-identify as Indigenous (First Nations, status or non-status, Métis, or Inuit) seeking work or already employed in the BC Public Service. For guidance on applying and interviewing, please contact or

The BC Public Service is an award-winning employer and offers employees competitive benefits, great learning opportunities and a chance to engage in rewarding work with exciting career development options. For more information, visit What the BC Public Service Offers.

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