Title:   Operational Quality Manager 

Supervisor:    Vice President, Medical Operations and Business Process Optimization

Department:   Medical

Job Purpose

In this role, you will be responsible for developing a strong & positive work force across all of National Access Cannabis Medical’s operations across Canada. You will be instrumental in building strong internal communication and translating Company goals to ensure alignment and compliance with policy, procedures, goals and the regulatory environment. You are responsible for overall achievement and productivity, through coaching of staff and maintaining positive engagement through effective leadership & mentorship.


You work collaboratively with the NACM team to ensure that we are the leader in medical cannabis, not only in customer service, education, and positive community impact but also in business efficiency.

Key Job Responsibilities and Activities


Major Activities


  • Champion the culture of NACM, creating and maintaining a positive work environment
  • Ensure that Corporate and Clinics' policies and procedures are communicated, implemented, and followed in all clinics
  • Ensure that effective training and coaching is provided to all employees
  • Coach, train and engage Clinic Managers ensuring that they are provided with continuous support, performance feedback
  • Participate with hiring new managers and participate in the engagement of new employees
  • Be open-minded and proactive in adopting change in a new industry
  • Lead by example and promote professionalism.

Sales and Networking

  •  Review and ensure oversight of the clinics on a national basis for profitability, coach Clinic Managers on clinic's overall performance
  • Submit national and/or operational reports to the Senior Leadership Team as requested
  • Participate in Medical Outreach as appropriate and maintain positive Physician-Clinic relationship
  • Attend or represent NACM at various events (i.e. cannabis conferences, trade shows, networking events, etc.)
  • Capitalize on networking and community involvement opportunities to enhance NACM’s brand and exposure.


  • Development of pharmacy level medical cannabis programs for specific indications
  • Assist with learning management system content development
  • Assist with accreditation of educational programs
  • Fill in as a Cannabinoid Therapy Educator as needed. 
  • Assisting with other NACM projects as required
  • Maintain currency on available research and literature
  • Work with other departments to develop and deliver educational material to our stakeholders

Presentation and Image

  • Foster a culture that is knowledgeable, personal, and customer-focused.
  • Ensure visual identity is deployed and respected at all locations
  • Ensure consistency at all of our locations, including standards of cleanliness, maintenance, and overall experience.

Administration and Operations

  • Development of SOPs and guidance documents: MD/NP onboarding & training program, Outreach SOP, Cannabinoid Educator SOPs, Pharmacy SOPs, such that all operations meet regulatory requirements.
  • Insuring best practices, processes and recommended guidelines are followed at all NACM affiliated clinics and partner pharmacies
  • Assisting with content review and development for medical cannabis educational programs
  • Participate actively in business development and financial planning.
  • Help develop continuous improvement systems within each clinic.
  • Develop, recommend, and maintain a budget, including providing guidance and advice to clinics to ensure they stay on budget.



Job Qualifications




Minimum 4 years progressive leadership experience in a regulated environment.

Computer (including Microsoft office, project management, and learning management systems)

Live our values; displays ownership, collaboration, integrity, & uplifting.

Valid driver's license and a clean driving abstract

Excellent leadership skills including coaching on results and management of remote teams

Motivation for success.

Knowledge of the medical cannabis industry with previous experience in a regulated environment

Superior time management, organization and sound decision-making process



University degree in a related field (e.g., business management, health sciences, or similar areas) or equivalent experience

Strong written and verbal communication skills, relationship building, ability to delegate tasks effectively, client service skills


Change Agent

Understanding of federal, provincial and municipal regulations pertaining to medical cannabis, specifically the ACMPR and the Cannabis Act.


Project management, budgeting and forecasting skills with attention to detail l

Emotional Intelligence

Experience or knowledge in designing and managing pharmacy or medical continuing education programs is an asset.


Ability to work in a fast paced, rapidly growing and changing environment, with short timelines

Initiative/Goes Above & Beyond



Willing to accept and provide constructive feedback



Ability to pass background & security check



Financial: Makes decisions within the scope of approved budgets for clinics.  Recommends out-of-budget expenditures to the Senior Leadership.

Human resources:  Hires, fires, trains, and approves compensation decisions within human resources strategy and budget for Clinic Managers (who in turn make the same choices for their clinic staff).  Recommends out-of-budget hiring, training costs, and compensation matters to Senior Leadership. 

Marketing:  Works collaboratively with corporate marketing department to provide input and field perspective.

Direction Received and Given

  • Receives instruction and guidance from the VPMO on a daily basis.
  • Receives direction from the Senior Leadership Team on an ad hoc basis.
  • Directs Clinic Managers within the region.
  • Works collaboratively with other corporate staff to develop various annual plans and budgets.



  • Federal and provincial government regulations including, but not limited to:
  • C45: The Cannabis Act
  • Access to Cannabis for Medical Purposes Regulations (ACMPR)
  • Provincial College of Nurses and/or Physician Guidelines


Physical, Mental and Visual Demands

This position poses significant mental and visual demands (ability to multi-task, work under pressure and be self-motivated, with time spent on the telephone, in face-to-face meetings and on the computer).  A significant amount of travel is also required.

Working Conditions

The working conditions for this position are in an office environment with frequent travel to clinic locations (up to 50%) of the time


Statement on Diversity & Inclusivity

National Access Cannabis (NAC) provides services in one of the most diverse countries in the world. The diversity of our communities takes many forms. It includes differences related to race, ethnicity, national origin, gender identity, gender expression and presentation, sexual orientation, religion, age, ability and socioeconomic status. We see diversity as an asset to our organization and communities and strive to be reflective of the communities that we serve. We commit ourselves to promoting better understanding and appreciation of our human diversity; a commitment which is best realized through our individual and collective effort.

NAC is professionally and personally committed to celebrating the rich diversity of people who work in our company, to those who live in our communities, and to those who access our services and resources.  We believe that it is critical that our services empower freedom of thought and opinion in an environment of mutual respect. All of our activities and interactions are enriched by accepting each other as we are and by celebrating our uniqueness as well as our commonality. We are guided by the principle that celebrating diversity enriches and empowers the lives of all people.

Accommodation Statement

National Access Cannabis welcomes and encourages applications from people with disabilities, as such reasonable accommodations are available upon request from a candidate with a disability, thus ensuring you can take part in all aspects of the recruitment and selection process. If as a qualified job applicant, you request an accommodation, National Access Cannabis will consult with you and provide reasonable accommodations according to your accessibility needs.  If you wish to make a request, please provide a cover letter, when applying to this position.

The successful candidate to this role will be asked to complete a background screen, which may include criminal, credit, employment and/or educational checks. All offers of employment are conditional on the receipt of satisfactory results of any applicable check.

This is an evolving position as such, the job responsibilities and title may shift to reflect a change in requirements.

How to apply:

Unless otherwise stated, applications will only be considered from candidates eligible to work in Canada, without sponsorship.

If you are interested in this position and can clearly demonstrate that you meet the requirements defined in the job description, please put #chooseme on your resume in the top right corner, complete our online application form by the Wednesday April 24, 2019 closing date. 

Message to Agencies

National Access Cannabis does not accept unsolicited telephone calls, referrals or resumes from any source other than directly from candidates. We will not consider unsolicited telephone calls, referrals and/or resumes from vendors including and without limitation, search firms, staffing agencies, fee-based referral services and recruiting agencies. The submission of referrals or resumes by anyone other than a candidate directly to National Access Cannabis employees is not welcome. Unsolicited referrals and resumes sent to National Access Cannabis are deemed gratuitous, and the company will not be obligated or bound in any way to pay any referral or other fee if a person referred to us from a source other than a candidate is hired.

Notwithstanding the foregoing, resumes will be accepted from approved vendors who have written agreements in place with National Access Cannabis, and then only to the extent such agreement covers a specified position and, if required by such agreement, the submission of resumes by the vendor has been authorized in writing by National Access Cannabis for such specified position. Any resume submitted in the absence of a signed agreement will become the property of National Access Cannabis and no fee shall be due for any candidate that may be subsequently hired. 

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