Job Overview
Front of House Senior ManagerReports To: Director of PharmaciesSupervises: Patient Experience Manager, Front of House Leads, Pharmacy Agents, and Front of House StaffPay: Salary from $60k- $65k annually (DOE)Position Summary
The Front of House Senior Manager is responsible for the daily leadership and execution of all customer-facing operations within the pharmacy. This role ensures a professional, compliant, and welcoming environment by overseeing Front of House operations, developing leaders, maintaining operational standards, and supporting exceptional patient experiences.
Working closely with the Director of Pharmacies and the Back Office Manager, the Senior Manager translates company goals into daily execution while building a culture of accountability, communication, and continuous improvement. Success in this role is measured by consistent operational execution, strong leadership development, regulatory compliance, and a positive patient experience.
Key ResponsibilitiesLeadership & Oversight
- Directly supervise the Patient Experience Manager, Front of House Leads, Pharmacy Agents, and other Front of House staff.
- Provide daily coaching, direction, and support to supervisors and team members.
- Conduct regular one-on-one meetings with the Patient Experience Manager and Front of House Leads to support their professional development.
- Build leadership capability by coaching supervisors toward confident, independent decision-making.
- Foster a professional, accountable, and patient-focused culture.
- Conduct daily Front of House huddles and recurring leadership meetings to communicate priorities, review performance, and improve coordination.
Scheduling & Staffing
- Oversee scheduling for all Front of House employees to ensure appropriate staffing levels and excellent patient service.
- Balance employee scheduling requests with operational needs.
- Monitor labor coverage and proactively identify staffing gaps.
- Partner with Human Resources in recruiting, interviewing, onboarding, and retaining Front of House employees.
Leadership Development & Performance Management
- Develop structured training plans for the Patient Experience Manager, Front of House Leads, and Pharmacy Agents.
- Ensure leaders receive training across operational responsibilities, company procedures, and leadership expectations.
- Conduct performance evaluations and provide ongoing coaching and feedback.
- Address performance concerns promptly through coaching, documentation, and corrective action when appropriate.
- Recognize employee achievements and encourage continuous professional growth.
- Develop leaders who are capable of confidently managing daily operations in your absence.
Training & SOP Management
- Develop and lead onboarding and ongoing training programs.
- Ensure all Front of House staff maintain competency in customer service, compliance, product knowledge, and company procedures.
- Maintain, review, and update Front of House Standard Operating Procedures (SOPs) to reflect regulatory requirements and operational improvements.
- Ensure SOP changes are communicated, understood, and consistently executed by the team.
Compliance & Security
- Ensure Front of House operations comply with all applicable state regulations, company policies, and operational procedures.
- Enforce patient verification, purchase limits, cash handling, and security protocols.
- Partner with Compliance and Security teams to maintain a safe, compliant, and diversion-free environment.
- Ensure the department remains inspection-ready and operationally compliant at all times.
Operations & Cross-Department Collaboration
- Oversee daily opening and closing procedures.
- Partner closely with the Back Office Manager to ensure inventory availability, operational readiness, and overall pharmacy efficiency.
- Collaborate with Inventory, Fulfillment, Compliance, HR, and Leadership to support seamless daily operations.
- Assist in identifying operational challenges and implementing process improvements.
- Monitor operational standards and follow through on assigned initiatives.
Patient Experience
- Ensure every patient receives professional, compassionate, and compliant service.
- Resolve escalated patient concerns promptly and professionally.
- Monitor customer feedback and implement improvements to enhance the patient experience.
Communication & Accountability
- Lead recurring Front of House leadership meetings.
- Communicate priorities established by the Director of Pharmacies.
- Document leadership meetings, action items, and follow-up assignments.
- Ensure operational initiatives are completed accurately and on time.
- Promote consistent communication across all Front of House team members.
Performance Metrics
Success in this role may be measured by:
- Patient satisfaction
- Staffing coverage and scheduling effectiveness
- Employee retention and engagement
- Leadership development and readiness of supervisors
- Training completion and competency
- Compliance audit results
- Operational consistency across shifts
- SOP adherence
- Sales and service performance
- Team productivity and accountability
Qualifications
- Two or more years of retail management experience required; cannabis industry leadership experience strongly preferred.
- Demonstrated experience supervising leaders and developing high-performing teams.
- Strong understanding of customer service, scheduling, compliance, and operational management.
- Experience conducting coaching conversations, performance evaluations, and employee development.
- Excellent leadership, communication, conflict resolution, and organizational skills.
- Ability to prioritize multiple responsibilities in a fast-paced, highly regulated environment.
- Must meet all state requirements for employment within the cannabis industry, including applicable licensing and background requirements.
Working Conditions
- Ability to stand and walk for extended periods in a fast-paced retail environment.
- Ability to occasionally lift up to 50 pounds.
- Flexible schedule, including evenings, weekends, and holidays as business needs require.
- Work environment includes handling cannabis products and related accessories.
What Success Looks Like
A successful Front of House Senior Manager creates a department that operates consistently, professionally, and efficiently regardless of their physical presence. They develop leaders who confidently manage daily operations, maintain high standards of compliance and patient service, communicate effectively, and execute company initiatives with accountability. Through strong leadership and operational discipline, they create a stable, engaged team that supports the Director's broader strategic objectives.
Pay: $60,000.00 - $65,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
