Assistant General Manager (AGM) - Training, QA & Customer Experience Collective Santa Ana, CA Job Details Full-time From $27.50 an hour 9 hours ago Benefits Health insurance Dental insurance Paid time off Vision insurance Employee discount Life insurance Retirement plan Pet insurance Qualifications Customer communication Managing retail teams Team leadership Workplace dispute resolution Shift management Team development Attention to detail Quality audits POS systems Retail management Management experience within retail industry Full Job Description About Collective Collective is a cannabis dispensary in Santa Ana focused on delivering a consistent, welcoming, and compliant customer experience. We're hiring an Assistant General Manager (AGM) who thrives on developing people, driving standards, and creating a best-in-class in-store experience for both customers and staff. What You'll Do Staff Training & Development Own onboarding and training programs for all store roles (budtenders, leads, support staff). Deliver hands-on coaching through daily floor observations, skill refreshers, and role-play (product knowledge, POS, compliance, consultative selling, de-escalation). Track training completion and proficiency using checklists, training logs, and competency sign-offs. Create individual development plans and support internal promotions and succession planning. Identify performance gaps early and implement coaching plans with measurable improvement targets. Quality Assurance (QA) & Store Standards Build and run routine QA checks across the store to ensure consistent execution of SOPs and brand standards. Conduct opening/closing audits, transaction accuracy checks, and cleanliness walk-throughs, and service quality reviews. Partner with leadership to correct issues quickly, document corrective actions, and prevent repeat errors. Maintain audit readiness by ensuring processes are followed consistently and documentation is complete. Customer Service Experience Leadership Set the standard for hospitality and professionalism, model it, coach it, and reinforce it on every shift. Monitor the customer journey (greeting, wait times, consultation quality, transaction flow, and service recovery). Handle escalated customer situations with calm leadership and fair resolutions. Build a culture that prioritizes compliance, respect, and a welcoming environment for every guest. Shift Leadership & Team Communication Lead floor execution, manage breaks, adjust coverage, and keep the team focused and supported. Run pre-shift huddles, communicate goals and promos, and ensure consistent messaging. Support performance documentation and feedback conversations in alignment with company policy. Qualifications 2+ years of retail leadership experience (AGM/Shift Lead/Store Manager equivalent). Strong background in coaching, training, and performance improvement. Detail-oriented with a "standards and consistency" mindset (QA discipline). Excellent communication skills and confident conflict resolution. Comfortable using POS systems and basic reporting/tracking tools. Preferred Cannabis retail experience and familiarity with regulated retail environments (compliance-driven operations). Schedule & Physical Requirements Flexible availability including evenings, weekends, and holidays as needed. Ability to stand/walk for extended periods and lift up to 25 lbs.

Benefits Health Benefits Contributions:

Employer pays 75% of employee premiums Employer pays 50% of dependent premiums Benefits include:

Major Medical, Dental, Vision Supplemental Benefits:

Pet Insurance Identity Protection Optional Additional Life Insurance Pay:

From $27.50 per hour

Benefits:

Dental insurance Employee discount Health insurance Life insurance Paid time off Retirement plan Vision insurance

Work Location:

In person