Alvaro Carvajal

Experience

A track record of building and scaling operations

1. Dec 2025 –
   Present
   Implementation Manager· Sweed Current

   • Owned end-to-end implementations for licensed cannabis retailers: kickoff, configuration, data migration, training, go-live, and Customer Success handoff.
   • Launched 21 stores for 11 clients across New Jersey, New York, California, and Florida, managing 5–10 concurrent implementations for single-store operators through multi-state enterprise clients.
   • Migrated 13 stores off BioTrack (custom ecommerce API), IndicaOnline, Treez, and BLAZE, and opened 8 new stores with no prior POS; led catalog and customer data ETL, including merge-rule design, client-approved merge previews, and loyalty point true-ups.
   • Configured market-specific tax and compliance settings against state sources, and stood up METRC and BioTrack traceability integrations through state validation and go-live clearance.
   • Delivered integrations across payments, card terminals, lab results, e-commerce domains, marketing platforms, analytics, and native iOS and Android apps.
   • Ran structured calls with owners, operations directors, finance, marketing agencies, and frontline store teams, and published written status updates with open items and launch risks.
   • Surfaced risks early, escalated blockers to Product, Engineering, Support, and Sales, and drove fixes to release before launch dates.
   • Traveled to customer sites for onsite go-lives: open-to-close launch coverage, day-two follow-up, budtender training, and delivery driver training.
   • Handed off launched accounts to Customer Success with a warm introduction and a documented account state.
2. Sep 2025 –
   Dec 2025
   Order Fulfillment Supervisor· Green Thumb Industries (GTI)

   • 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.
3. Feb 2024 –
   Sep 2025
   Digital Support Manager· TerrAscend USA

   • 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.
4. Aug 2022 –
   Feb 2024
   Product Support Specialist· TerrAscend

   • 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.
5. Apr 2020 –
   Aug 2022
   Inventory and Vault Manager· TerrAscend

   • 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.
6. Apr 2020 –
   Apr 2021
   Inventory Control Supervisor· Fabuwood

   • 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.
7. Mar 2018 –
   Apr 2020
   Warehouse Manager· Excalibur Group LLC / Spartan Shielding LLC

   • 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.
8. Nov 2012 –
   Mar 2018
   Assistant Store Manager / Sales· Verizon Wireless

   • 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.