Kairos Labs is Michigan’s most trusted cannabis testing laboratory, located in Warren, MI. We specialize in fast, accurate, and ethical testing services that support both consumer safety and brand integrity. In a state facing widespread potency inflation and inconsistent lab standards, Kairos Labs stands out by offering reliable, science-backed results that clients and consumers can count on. We work closely with top cannabis brands to ensure their products meet or exceed state compliance. But we don’t stop at testing—we actively partner with our clients to improve cultivation, extraction, and production practices, helping them grow smarter and scale with confidence. At Kairos, we believe that cannabis consumers deserve transparency, safety, and education. Our team is passionate about making science accessible, advancing quality standards in the industry, and fostering long-term trust across Michigan’s cannabis ecosystem. Join us in setting the bar for what integrity in cannabis science looks like.

Job Description

The Operations Manager, employed by Kairos Labs LLC as the Employer of Record, will serve as a full-time, on-site leader at our facility in Warren, Michigan. Reporting directly to the CEO or Laboratory Director, the Operations Manager will oversee the day-to-day execution of lab operations with a special emphasis on client relations, field operations, and internal coordination across departments.

This role directly supervises the Customer Success Manager and serves as the central point of accountability for ensuring operational excellence, on-time execution of services, compliance with regulatory protocols, and internal efficiency across client-facing and field operations.

Kairos Labs is seeking a strategic, detail-oriented leader who can build systems, manage people, and maintain calm under pressure in a fast-paced, compliance-driven environment.

Essential Duties and Responsibilities

Leadership + Oversight

• Supervise and support the Customer Success Manager, including strategic direction, workload planning, and performance development.
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• Lead weekly operations check-ins across relevant teams including field samplers, lab logistics, and customer care.
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• Serve as the escalation point for urgent client or sampling issues not resolved at the Customer Success level.
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• Collaborate with Laboratory Director and executive team on cross-functional priorities and resource allocation.
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Operational Strategy + Execution

• Own the operational calendar and ensure timely execution of all field sampling, client onboarding, and routine service touchpoints.
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• Maintain scheduling and coverage oversight across departments, especially for field sampling, delivery coordination, and lab drop-offs.
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• Develop, maintain, and enforce internal SOPs related to field operations, sampling protocols, and client support systems.
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• Ensure documentation, sample intake, and compliance workflows are completed to state and company standards.
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Client Experience + Quality Control

• Oversee end-to-end client experience from onboarding to retention, ensuring feedback loops and service consistency.
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• Partner with Customer Success Manager to expand client education efforts and lead proactive outreach strategy.
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• Track key customer success metrics, retention data, and operational KPIs and provide monthly reports to leadership.
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• Ensure all vehicles, supplies, and field kits are maintained and used in compliance with SOPs and safety protocols.
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Compliance + Performance Monitoring

• Conduct internal audits of client records, sample logs, and field notes for accuracy and regulatory compliance.
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• Maintain current knowledge of METRC and all relevant state compliance requirements impacting lab sampling or reporting.
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• Assist with license maintenance, documentation updates, and audit preparation as needed.
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Additional Responsibilities

• Represent Kairos Labs professionally with both clients and vendors.
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• Provide input on hiring, staffing needs, and departmental structure.
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• Perform additional duties as assigned by the CEO, Chief of Staff or Laboratory Director.

Qualifications

Skills & Experience

• 2+ years of operational leadership experience, preferably within the cannabis, pharmaceutical, or regulated industry.
• 1+ year experience managing a customer success or field operations team.
• Deep understanding of compliance, logistics, and client retention best practices.
• Demonstrated success in team leadership, systems improvement, and strategic problem-solving.
• Excellent verbal and written communication skills.
• Strong organizational skills and an ability to manage multiple priorities.
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Requirements

• Must be 21+ years old.
• Must pass a criminal background check.
• Must be authorized to work in the United States.
• Must be able to work on-site in Warren, Michigan, Monday–Friday and weekends as needed.
• Ability to obtain or maintain any required Michigan cannabis industry certifications.
• Physical ability to perform standard office and field tasks and lift up to 50 lbs if necessary.

Requirements

• Must meet all listed qualifications above
• Must be 21+ years old.
• Ability to pass a criminal background check.
• Ability to commute to Kairos Labs in Warren, Michigan.
• Ability to relocate near Warren, Michigan before starting work.
• Ability to obtain and maintain any required state-specific certifications for compliance roles within the cannabis industry.
• Physical ability to perform typical office tasks, including sitting, standing, and using computer equipment.
• Physical ability to lift 25-50 lbs.
• Language: English
• Work authorization: United States

Equal Opportunity Employer Statement

KAIROS LABS LLC is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or veteran status.