Manager, Customer Operations

The Company

At Canopy Growth, our mission is clear: improve lives, end cannabis prohibition, and strengthen communities. We believe that cannabis can be a force for good. We’re building a consumer-centric organization that is focused on sharing the transformational potential of cannabis with the world. We will achieve this through an innovative and disruptive portfolio of cannabis and hemp-derived products.

With millions of square feet of licensed production capacity and operations spanning four continents, Canopy Growth is the world's leading cannabis and hemp company. We recognize that employees are at the core of our success, and we take pride in a corporate culture that emphasizes inclusiveness, collaboration, and diversity.

Our employees come from a wide range of backgrounds, each bringing their own unique skills and talents to the table, working together to continue our incredible momentum of growth. If you are interested in building global challenger brands, scaling a business, and working in a values-driven environment, we want to hear from you

The Opportunity

**Responsibilities**:
Order Management (30%)- Actively manage order entry accuracy, pricing (regular and promotional), product allocation and inventory availability for all Canadian channels- Coordinate and manage order fulfillment for multiple brands being produced and shipped from multiple facilities including CMO- Partner with Finance on month-end order reconciliations to ensure all orders are entered and closed out in a timely manner to ensure revenue attainment- Lead internal and external meetings and calls with all stakeholders to plan and ensure flawless order execution in line with customer expectations and company/department goals

Customer Communication (30%)- Proactively manage order inquiries and fulfillment issues from internal and external stakeholders (retailers and distributors) at all levels- Partner with logistics and fulfillment teams to proactively identify and discuss fulfillment risks and opportunities, and provide timely communication to customers with proposed resolution- Ensure all fulfillment issues are addressed and resolved within department defined timelines- Perform root cause analysis for all fulfillment issues and determine corrective actions to enhance and improve the customer experience

Performance Metrics (25%)- Service Level - Partner with logistics and supply chain to ensure shipments are delivered on time and in full (OTIF) to their destination to achieve company approved targets.- Incidents - Track all fulfillment errors to clearly define operational risks and opportunities as they pertain to optimizing service level- Prepare and present in-depth analytics, insights, and actions for managing the improvement of performance metrics

Continuous Improvement (15%)- Collaborate with internal stakeholders (e.g. Retail Planning, Logistics, Supply Chain, Sales, Finance, Inventory Control, etc.) to identify opportunities and optimize the customer experience- Build relations with stakeholders within country and global organization to develop knowledge, insights and actions required to evolve and adapt to growth within the US landscape- Set and improve SOP’s and provide training and development to maximize productivity and enhance proficiency

Leadership- Communication - Superior communication and relationship building skills with a proven ability to clearly articulate operational strategy to all levels- Collaboration - Promote teamwork, a culture of respect and a participatory work environment where all employees work together productively and effectively- Team Development - Identify and develop talent within the team though training, coaching and mentoring initiatives to support rapid growth within Canopy Growth Corporation- Other duties as assigned

Experience- B2B Customer Service, Operations, Logistics, Analytics required- US market experience- ERP Experience is a must- Sage experience is a huge asset- SAP experience is a huge asset- Effective analytical and problem-solving capabilities, advanced Excel skills- Ability to envision and implement new concepts/strategies- Simultaneous management of multiple tasks- Advanced written, oral, and presentation communication skills- Education preferred in Supply Chain Management, Logistics, or Business Administration

Other Details

This is a full-time remote position.