Complaint Resolution Officer Jobs (NOW HIRING)

Reporting to the Executive Director, the Chief Operations Officer (COO) will oversee the day-to-day operations of the Commission and programs.  Working with the Executive Director, the COO will ensure that the Commission executes onto the statutory and regulatory requirements in accordance with Chapter 65 of the Acts of 2026.  The COO will lead strategic initiatives for the Commission essential to organizational effectiveness and ensure operational efficiencies, in a manner consistent with Commission mission and goals.  The COO, in conjunction with the Executive Director, will play a pivotal role in driving operational efficiency and aligning day-to-day activities with overall Commission goals and objectives.  The COO will also foster a performance driven culture through the implementation and execution of organizational strategies that support change initiatives and organizational transformation that led to sustainable growth.; ensuring that tactical solutions, a strong infrastructure, and available resources are in place to ensure overall organizational goals and objectives are met.   

• Bachelor's degree in business administration or a related field from an accredited institution of higher education required; master's degree in business administration preferred, or combination of education and experience.

• 7-10 years of experience leading the development and execution of key operational and strategic functions within a fast-paced environment including at least 3-5 years of supervisory experience; 

• Superior leadership experience, particularly in cultivating high-performing teams, and in developing and maintaining excellent relations with staff, stakeholders, community members and vendors;  

• Experience in project/operations management and performance improvement; 

• Demonstrated resourcefulness in setting priorities and guiding investment in people and systems along with experience building cultural competence among a team; 

• Record of managing a team of professional staff, senior level managers; ability to lead, inspire and empower demonstrating confidence and executive presence; and 

• Experience working with people from diverse cultural and ethnic backgrounds. 

  
  Working Conditions

  Physical Demands:   

• • Must be able to lift, push, or pull up to 20 pounds. 

• • Must tolerate sitting, standing, or walking for extended periods of time. 

• • Must be sensitive to and can manage frequent interruptions. 

• • Standard office environment with use of, and exposure to various office temperatures, and equipment such as computers, fax machines, copiers, etc. 

  Benefits Package: 

  The Commission is pleased to offer a comprehensive benefits package to its employees.  The specific components and eligibility may vary based upon position classification, hours worked per week and other variables.  Therefore, specific benefits for this position may be discussed as part of the interview and offer process. 

  This position is non-civil service.  This position is an exempt position. 

  The overall benefits available include paid vacation, sick and personal leave time, health, dental and vision insurance through the Commonwealth's Group Insurance, and optional pre-tax Health Savings Account plans. 

  In addition, the Commission provides employees the opportunity to elect life insurance, long-term disability insurance, deferred compensation savings, tuition remission and pre-tax commuter account plans, along with other programs. 

  The Commission employees also participate in the Commonwealth's State Retirement Plan, which can become a defined benefit plan for those that both vest and subsequently retire from State service.  Follow this link for additional retirement information: http://www.mass.gov/treasury/retirement/state-board-of-retire/.  

  Commitment to Diversity: 

  The Cannabis Control Commission is an Equal Opportunity Employer and is committed to creating and sustaining a diverse workforce and equitable, and inclusive workplace. The Commission prohibits any discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, national origin, ancestry, disability, age, veteran or military status, genetic information, or any other legally protected class or characteristic. All employment decisions- including recruitment, hiring, promotion, etc., are made solely on the basis of merit, qualifications and Commission needs.

  Cannabis Control Commission's Mission Statement and Operating Principles

  OUR MISSION 

  The mission of the Cannabis Control Commission is to honor the will of the voters of Massachusetts by safely, equitably, and effectively implementing and administering the laws enabling access to medical and adult-use marijuana in the Commonwealth. 

  The Commission will foster the creation of a safely regulated industry that will create entrepreneurial and employment opportunities and incremental tax revenues in and to communities across the state and which will be a best practice model for other states.  

  The industry will be characterized by participation by small and larger participants and with full and robust participation by minorities, women, and veterans.  

  We will develop policies and procedures to encourage and enable full participation in the marijuana industry by people from communities that have previously been disproportionately harmed by marijuana prohibition and enforcement and positively impact those communities. 

  OUR OPERATING PRINCIPLES 

  The Commission promises to: 

  • Conduct all of our processes openly and transparently; and 

  • Engage in regular two-way communication with all concerned citizens, patients, health care providers and caregivers, partners, and other constituencies. 

  Build a world-class state agency by: 

  • Committing to the highest level of constituent services using state-of-the-art technology and multiple media; 

  • Defining and publicly measuring our performance versus metrics regarding timely execution, accessibility, impact on public health and safety, impact on disproportionately harmed communities, and incremental tax revenue generation; 

  • Becoming self-funding and generating a revenue surplus; and 

  • Creating a great place to work. 

  Enhance and ensure public health and safety by: 

  • Developing and enforcing effective regulations; 

  • Developing and executing a program of continuing public education; 

  • Conducting and contributing to research on marijuana-related topics; and 

  • Using surplus funds to help address issues in these areas.