Licensing Operations Manager

Position Summary

The 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, own the end-to-end client licensing lifecycle for an assigned portfolio of approximately 50–70 clients, and perform first-pass quality review on all applications produced by the pod prior to final sign-off.

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.
  • 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.
  • Absorb and resolve 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 Responsibilities

  • This 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.

Qualifications

• 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.

Professional Services

Remote (United States)