Operations & Implementation Leader

Alvaro
Carvajal

resume@magnetar.xyz alvaro.llc

Operations and support leader with over a decade of experience spanning enterprise IT support, POS/ERP implementation, fulfillment operations, and inventory control across regulated retail markets. Proven track record managing system integrations, M&A transitions, data migrations, and regulatory compliance while delivering on-time launches and continuous operational improvement.

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Experience

Professional history

Implementation Manager
Dec 2025 – Present
Sweed · Remote
  • Drive licensed retail implementations end-to-end: kickoff, configuration, data migration, training, and go-live for SMB and enterprise clients migrating off existing POS platforms.
  • Manage 5–10 concurrent implementations at once, keeping every project on track through clear prioritization, milestones, and detailed status tracking.
  • Run structured customer calls with C-suite and VP-level stakeholders, operations leads, and frontline store teams, setting expectations and holding launches to timeline.
  • Configure market-specific compliance rules, tax settings, POS workflows, integrations, and data migrations to match each client's operation.
  • Surface risks early and build mitigation plans that keep go-lives on time with minimal post-launch defects.
  • Troubleshoot configuration, workflow, and launch-readiness issues, then partner with Support, Product, Engineering, Sales, and Account Management to resolve them and hand off cleanly.
  • Travel to customer sites 3–4 times per month to deliver onsite training, run go-lives, and support high-touch rollouts.
Order Fulfillment Supervisor
Sep 2025 – Dec 2025
Green Thumb Industries (GTI) · Multi-site operations
  • Supervised daily order fulfillment operations in a licensed manufacturing facility, maintaining product quality and inventory integrity.
  • Led the fulfillment team in pulling and validating orders for 100% accuracy, verifying unit counts and compliance labels against retail manifests to prevent rejections.
  • Reconciled inventory between compliance and order platforms and ran weekly finished-product audits, investigating and resolving discrepancies.
  • Coordinated with Sales and Transportation to keep fulfillment aligned with daily and weekly goals, while enforcing safety, GMP, and jurisdiction-specific traceability requirements.
Digital Support Manager
Feb 2024 – Sep 2025
TerrAscend USA · National support
  • Spearheaded the end-to-end implementation of the Zendesk platform as the enterprise Product Owner.
  • Led and supervised a team of Level 1 and Level 2 Digital Support Specialists.
  • Served as primary escalation point for complex support issues, coordinating resolution with Level 3 and cross-functional teams.
  • Implemented team KPIs and strategies to optimize ticket resolution time and customer satisfaction.
  • Developed a scalable enterprise support model to improve efficiency and reduce backlog across multiple business units.
  • Collaborated with key stakeholders to define SLAs and align support goals with business needs.
  • Provided mentorship, performance reviews, and career development plans for direct reports.
  • Generated bi-weekly reports to IT leadership detailing performance metrics, escalations, and ongoing initiatives.
Product Support Specialist
Aug 2022 – Feb 2024
TerrAscend · Multi-market operations
  • Led implementation of new e-commerce and POS systems across 29 licensed retail locations in multiple markets.
  • Served as subject matter expert for compliance platform integration with ERP and POS systems.
  • Provided insights to C-suite on system rollouts and operational impacts, including SOP updates.
  • Managed hardware setup coordination and issue resolution with MSPs and vendors.
  • Supported market-specific business units through major market transitions and M&A integrations.
  • Created and maintained detailed documentation for software features, SOPs, and onboarding processes.
  • Acted as liaison between internal business units and external software developers.
Inventory and Vault Manager
Apr 2020 – Aug 2022
TerrAscend · Multi-site operations
  • Oversaw full-cycle inventory control from vault to sales floor to e-commerce.
  • Maintained accurate stock levels and coordinated product availability with sales forecasts.
  • Trained and mentored 3 GMs, 3 Inventory Managers, and 10 Supervisors across locations.
  • Managed purchasing, vendor relationships, and weekly restocking from internal and external sources.
  • Analyzed weekly sales and implemented FIFO and anti-stagnation measures.
  • Ensured compliance with jurisdiction-specific regulations and internal audit standards; became SME for regulated inventory systems and led discrepancy resolution.
Inventory Control Supervisor
Apr 2020 – Apr 2021
Fabuwood · Warehouse operations
  • Recruited, hired, and trained inventory control staff.
  • Conducted root cause analysis and implemented solutions to correct inventory defects.
  • Reduced department space by 75% while improving productivity.
  • Rolled out cross-training programs to reduce bottlenecks; decreased inactive SKU resolution time from 5 to 2 days.
  • Managed SKU validation and cycle counts.
Warehouse Manager
Mar 2018 – Apr 2020
Excalibur Group LLC / Spartan Shielding LLC · Warehouse operations
  • Managed warehouse operations, logistics, and inventory accuracy.
  • Supervised cycle counts and created a standardized shipping/receiving system.
  • Trained staff on vendor management and material handling; scheduled material delivery to job sites.
  • Created monthly inventory and delivery reports.
Assistant Store Manager / Sales
Nov 2012 – Mar 2018
Verizon Wireless · Retail operations
  • Trained and coached sales staff on consultative techniques and promotional campaigns.
  • Managed daily operations including sales reconciliation, inventory audits, and merchandising.
  • Reached $400,000 in personal sales in 2017 and boosted store performance through integrated marketing strategies.