General Manager – Dispensary
Reports To: Regional Director of Retail Operations / Ownership
Location: The Garden Dispensary
Employment Type: Full-Time, Exempt Salaried Position
Position Summary
The General Manager is responsible for the overall leadership, compliance, operational execution, financial performance, and team development of a licensed Ohio cannabis dispensary. This position serves as the senior leader of the dispensary and is accountable for driving sales growth, delivering exceptional customer experiences, maintaining regulatory compliance, and developing a high-performing team culture.
The General Manager oversees all aspects of daily operations, including staffing, inventory management, financial controls, customer service, facility maintenance, security, and compliance with Ohio Division of Cannabis Control (DCC) regulations. The role requires a strategic leader who can balance operational excellence with employee development while achieving company performance goals.
Essential Duties & Responsibilities
Leadership & Team Development
- Provide leadership and direction for all dispensary employees, including Assistant General Managers, Inventory Managers, Supervisors, Receptionists, and Dispensary Agents.
- Recruit, hire, onboard, train, coach, and develop team members to support operational success and succession planning.
- Conduct regular performance evaluations, coaching conversations, and corrective action processes when necessary.
- Foster a culture of accountability, teamwork, customer service excellence, and continuous improvement.
- Lead weekly management meetings, team huddles, and ongoing employee development initiatives.
- Create and execute development plans for emerging leaders within the organization.
- Promote employee engagement, retention, recognition, and professional growth opportunities.
- Resolve employee concerns and workplace conflicts professionally and consistently.
Operations Management
- Direct all daily dispensary operations to ensure efficient and compliant workflows.
- Establish staffing plans and schedules that align with business demands while maintaining labor budget targets.
- Monitor store performance and implement operational improvements to increase productivity and customer satisfaction.
- Ensure all technology systems, including POS, inventory management, surveillance, and scheduling platforms, function properly.
- Maintain company standards for cleanliness, merchandising, organization, and facility appearance.
- Oversee drive-thru operations, curbside services, online order fulfillment, and in-store customer flow.
- Manage vendor relationships and coordinate facility repairs, maintenance, and operational services.
Compliance & Regulatory Oversight
- Ensure full compliance with all Ohio Division of Cannabis Control (DCC) regulations, Ohio Administrative Code requirements, and company policies.
- Maintain inspection readiness and serve as the primary point of contact during regulatory audits and inspections.
- Monitor changes in state regulations and implement operational updates as required.
- Ensure proper execution of customer verification, product dispensing, record retention, and reporting requirements.
- Oversee security procedures, access controls, surveillance systems, incident reporting, and emergency response protocols.
- Verify all required state, local, and company audits are completed accurately and on schedule.
- Ensure all employees maintain required licensing, certifications, and continuing education requirements.
Inventory & Product Management
- Maintain oversight of all inventory management processes, including receiving, storage, transfers, cycle counts, and audits.
- Ensure inventory discrepancies are investigated, documented, and resolved promptly.
- Oversee quarantine inventory procedures and product destruction processes in accordance with state regulations.
- Ensure accurate inventory reconciliation between METRC, POS systems, and physical inventory.
- Monitor product assortment, stock levels, and ordering practices to maximize sales opportunities and minimize out-of-stock conditions.
- Review inventory reports and partner with purchasing teams to optimize product availability and category performance.
Financial Management & Profitability
- Manage dispensary financial performance and accountability for revenue growth, profitability, labor management, and operational expenses.
- Analyze sales trends, labor metrics, and financial reports to identify opportunities for improvement.
- Develop action plans to achieve company sales goals and operational targets.
- Oversee cash handling procedures, daily deposits, reconciliations, and financial controls.
- Investigate cash variances and implement corrective actions when necessary.
- Ensure pricing accuracy, promotional execution, and inventory valuation standards are maintained.
- Participate in monthly business reviews and forecasting activities.
Customer Experience & Sales Performance
- Create and maintain a customer-focused culture centered on service, education, and product knowledge.
- Ensure every customer receives a welcoming, professional, and compliant experience.
- Monitor customer feedback, online reviews, and satisfaction metrics to identify opportunities for improvement.
- Lead initiatives to improve Average Order Value (AOV), Units Per Transaction (UPT), loyalty participation, and customer retention.
- Support marketing initiatives, promotional campaigns, community outreach, and brand awareness efforts.
- Resolve escalated customer concerns promptly and professionally.
Facility & Asset Management
- Maintain a safe, secure, and professional facility environment.
- Conduct regular facility inspections to identify maintenance, safety, or security concerns.
- Coordinate repairs, preventative maintenance, and vendor services.
- Ensure emergency preparedness plans and security procedures remain current and effective.
- Protect company assets through strong operational controls and accountability measures.
Performance Accountability
Financial Performance
- Revenue Growth
- Gross Profit
- Labor Percentage
- Expense Control
Sales Performance
- Average Order Value (AOV)
- Units Per Transaction (UPT)
- Loyalty Enrollment
- Customer Retention
Operational Excellence
- Inventory Accuracy
- Audit Readiness