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Job Description
Operations Manager -
Call Center and Delivery Pay:
$25.00 per hour
Schedule:
37.5-40 hours per week
Job Type:
Full-timeLocation:
Sacramento, CA About the Role KOLAS is looking for an Operations Manager to oversee the day-to-day performance of our Call Center and Delivery teams. This role reports to the Senior Operations Manager - Delivery & Call Center and is responsible for supporting efficient operations, strong customer service, team accountability, and sales performance. This is a hands-on leadership role for someone who can coach employees, solve problems quickly, communicate clearly, and help both departments operate smoothly in a fast-paced environment. What You'll Do Oversee daily operations of the call center and delivery teams. Monitor order flow from call/order placement through delivery completion. Support dispatch decisions and help resolve delays, fulfillment issues, or delivery communication gaps. Make and manage outbound sales calls, including guest re-engagement, abandoned cart/order follow-up, promotion follow-up, and customer retention outreach. Provide superior customer service and support customer satisfaction goals. Respond to customer complaints, requests, concerns, and suggestions, and resolve issues as needed. Communicate weekly promotions, goals, and operational updates from upper management to staff. Prepare daily, weekly, and monthly reports. Support daily, weekly, and monthly performance goals. Identify operational improvement opportunities and share recommendations with leadership. Answer staff questions and support team problem-solving. Serve as a resource on products, services, policies, procedures, industry updates, and regulatory changes. Perform quality assurance audits and provide one-on-one coaching. Manage schedules for the call center and delivery teams. Train new employees and support ongoing training for current staff. Oversee opening and closing duties as needed. Manage the delivery fleet, vehicle inspections, maintenance schedule, and vehicle maintenance software. Escalate unresolved staffing, guest, vehicle, compliance, or operational issues to leadership as needed. What We're Looking For Minimum 1 year of management experience. Sales experience preferred. Strong understanding of customer service and customer retention strategies. Proven leadership, team management, and conflict resolution skills. Excellent communication and strong attention to detail. Strong time management and multitasking ability. Ability to adapt in a fast-paced, changing environment. Ability to follow direction from upper management and implement expectations effectively. Proficiency in Google Suite, including Sheets and Docs. Preferred Background Experience in call center, delivery, retail, hospitality, or other high-volume service environments. Cannabis industry experience is a plus. What Success Looks Like Call center and delivery teams meet service, quality, and performance expectations. Customer complaints are resolved professionally and followed up on when needed. Outbound sales calls support customer retention, re-engagement, and revenue growth. Delivery delays, order flow issues, and staffing gaps are identified and escalated quickly. Fleet readiness is maintained and vehicle issues are addressed promptly. Team members receive consistent coaching, communication, and accountability. Apply If you are a hands-on leader who can support performance, coach teams, and help drive a smooth and guest-focused operation, we'd like to hear from you.
Job Type:
Full-time Pay:
$25.00 per hour
Benefits:
401(k) Dental insurance Employee discount Health insurance Life insurance Paid time off Vision insurance Application Question(s): Are you able to work from 8:00 AM to 11:30 PM Monday - Sunday?
