Position SummaryThe Licensing Operations Manager is a senior-level player-coach role responsible for leading a dedicated client pod within the Professional Services organization. This position bridges the operational expertise of a State Licensing Project Manager with foundational team leadership responsibilities, serving as the primary point of accountability for pod performance, client satisfaction, and licensing quality. The Licensing Operations Manager will manage a team of Project Managers and embedded Application Specialists, owns the end-to-end client licensing lifecycle for an assigned portfolio of approximately 50-70 clients, and performs first-pass quality review on all applications produced by the pod prior to final sign-off.
This role is ideal for a high-performing team member ready to take the next step into team leadership without fully stepping away from hands-on client and licensing work.
Essential Duties and Responsibilities:Team Leadership & Development- Lead, coach, and develop a pod team consisting of 2-3 PMs and 2-3 Application Specialists, fostering a culture of accountability, quality, and continuous improvement.
- Serve as the primary escalation point for pod team members on complex licensing issues, client conflicts, and regulatory questions.
- Provide day-to-day guidance to team members on company policies, procedures, and regulatory standards applicable to state licensing.
- Conduct regular one-on-ones and team check-ins to monitor workload balance, performance, and professional development.
- Collaborate with the Director of Professional Services on resource planning, capacity management, and performance feedback for pod members.
- Model exemplary performance standards and represent the company's culture and values in all client and internal interactions.
Client Portfolio Management- Oversee the licensing portfolios of all clients assigned to the pod, ensuring accurate, timely, and compliant management of initial applications, change-of events (COEs), and any non-renewal licensing activity.
- Serve as a senior client contact for escalated issues, relationship management, and complex licensing scenarios requiring experienced judgment.
- Review questionnaires and business model assessments with clients; ensure pod team members are gathering complete and accurate information to support application completion.
- Ensure superior customer satisfaction across the pod's client portfolio through proactive communication, issue resolution, and expectation management.
- Maintain accurate and current client information across all internal systems and databases.
Licensing Operations & Quality- Perform first-pass quality review on all licensing applications (initial licenses and change-of events) completed by the pod's Application Specialists prior to submission to the central QA function.
- Review applications for accuracy, completeness, and adherence to applicable state regulatory requirements before advancing to QA sign-off.
- Assist Application Specialists in identifying and resolving application deficiencies raised by state licensing boards on behalf of clients.
- Consolidate and compile applications as needed, maintaining oversight of the pod's full application pipeline.
- Ensure the pod's internal database accurately reflects application status, progression, and all associated tasks and requirements.
- Review and manage outgoing and incoming physical and electronic correspondence related to the pod's client portfolio.
Performance & Reporting- Monitor pod-level metrics including application turnaround times, deficiency rates, client satisfaction, and QA first-pass accuracy.
- Report pod performance to the Director of Professional Services on a regular cadence, surfacing risks, blockers, and improvement opportunities.
- Collaborate with the Director and QA Manager to identify process improvements and implement standardized best practices across pods.
- Contribute to special projects and cross-functional initiatives as assigned by senior leadership.
Supervisory ResponsibilitiesThis position carries direct supervisory responsibility for pod team members (Sr PM, PMs, and Application Specialists). The Licensing Operations Manager is expected to embody and represent the company's culture and hold team members accountable to performance standards, client commitments, and regulatory compliance obligations.
QualificationsRequired- 5+ years of experience in state licensing project management within pharmaceutical supply chain, cannabis, or a similarly regulated industry.
- Demonstrated ability to manage complex client portfolios with multiple concurrent licensing activities.
- Strong working knowledge of state licensing regulatory requirements, application processes, and board interactions.
- Experience reviewing and quality-checking licensing applications for accuracy and completeness.
- Excellent written and verbal communication skills; ability to manage senior client relationships with confidence and professionalism.
- Proficiency in Microsoft Office Suite and licensing/project management software platforms.
Preferred- Prior experience in a team lead, senior, or mentorship role with responsibility for guiding junior staff.
- Familiarity with QA review processes or compliance documentation standards.
- Experience working in a pod, squad, or cross-functional team structure.
