Manager, Software Engineering (Service Cloud)

Your Opportunity at ARC’TERYX:

ARC’TERYX is growing -- in guest experience excellence, in variety and sophistication of business models, and in operational volume and critical workflows. The Technology group is a key part of supporting and accelerating ARC’TERYX growth!

As a Manager, Software Engineering, you will lead a high-performing team focused on enhancing the experience of our Guest Services organization and driving strategic outcomes for After‑Sales Support operations. You will provide technical and strategic direction for the development of key features within our Salesforce suite of applications, balancing both programmatic and declarative approaches. In this role, you will mentor engineers, foster a culture of quality and accountability, and ensure alignment with broader business objectives. You’ll also oversee issue resolution, maintain high standards for unit test coverage, and collaborate closely with product managers to report progress and inform roadmap planning.

This role is based out of ARC’TERYX headquarters in North Vancouver, BC. We are open to a hybrid or remote work. Remote candidates must be committed to Pacific time zone hours. Please note that candidates must be eligible to work in Canada.

Meet Your Future Team:

The Guest Services Technology team develops and supports the tools used by our Guest Services and After‑Sales teams to deliver seamless and engaging experiences for guests interacting with our brand. Working within cross‑functional Agile squads, the team designs and deploys new features that enhance the performance of our Guest Service and Brand Representatives ensuring smooth and consistent support for our guests.

Core Activities:

• Mentor and inspire a team of engineers to deliver high‑quality solutions while fostering a collaborative and growth‑oriented environment.
• Develop and execute strategies to enhance the Guest Services experience and optimize After‑Sales Support operations.
• Lead the design, development, and deployment of new features within our Salesforce suite (Service Cloud, Experience Cloud, Commerce Cloud, Loyalty Cloud) utilizing both declarative and programmatic approaches.
• Identify and address technical debt by collaborating with Product Managers and Product Owners to prioritize and resolve in a timely manner.
• Work closely with Product Managers and business stakeholders to define clear success metrics and ensure the team delivers impactful outcomes that benefit both customers and the business.
• Contribute to a culture of continuous improvement by sharing learnings and technical insights with other engineering managers, enhancing the performance of all teams collectively.
• Oversee unit test coverage and establish continuous improvement processes to maintain the reliability and scalability of the Salesforce solutions, while guiding the team in adopting DevOps and CI/CD best practices.
• Work with your team to craft a technical vision that aligns with the overall business strategy, driving innovation and future product development.
• Align with ARC’TERYX leadership practices and culture in your daily work.

Who You Are:

• 8+ years of experience developing solutions on Salesforce Service/Sales Cloud within Agile environments with a proven track record in guiding teams to successfully deliver high‑quality solutions.
• Proven expertise from architecting and delivering 5+ medium to large‑scale Salesforce implementations, owning the solution end‑to‑end and ensuring successful outcomes throughout the project lifecycle.
• Strong knowledge of integration patterns across APIs (REST, SOAP, GraphQL), middleware, event‑driven architecture and Salesforce‑native APIs across enterprise systems.
• Hands‑on Salesforce engineering knowledge across Apex, LWC, Flows and platform automation.
• Experience working with Data Cloud, including customer profile unification, identity resolution, segmentation, activation, and integration across Salesforce clouds (Service, Experience, Loyalty, Commerce).
• Familiarity with Agentforce, including AI‑assisted service experiences, agent actions, grounding, prompt design, data access and governance considerations.
• Experience leveraging Data Cloud as a foundation for AI and Agentforce use cases, ensuring agents can access the right customer, transaction, loyalty, service, and engagement data in a governed and secure way.
• Ability to partner with Enterprise Architecture and translate higher‑level solution direction into practical, executable engineering designs.
• Excitement to share learnings, insights, and best practices with other engineering managers to foster a culture of collective improvement and driving operational excellence.
• Proactive identification of bottlenecks within the team’s processes and implementation of improvements to enhance efficiency.
• Deep knowledge of the limitations and capabilities of the Salesforce platform, enabling informed, strategic decisions about the suitability of solutions for various business challenges.
• Strong communication, problem‑solving, and documentation skills.
• Capability to guide the team through ambiguity and change while maintaining focus on iterative progress and clear objectives.
• Passion for work and a passion for getting outside and living it.

Compensation:

The salary range for this role is CAD$107,000 – CAD$141,000. Individual pay is determined by your skills, experience, and level of responsibility.

Total Rewards

We are committed to fair, equitable, and competitive pay, reviewed regularly to ensure internal alignment and market relevance. Transparency is part of how we follow through on our commitments and how we honour the value you bring to our team.

Benefits:

• Health & wellbeing – Extended health, dental, and vision coverage, including mental health support, fertility benefits, gender‑affirming care and a 24/7 Employee Assistance Program (EAP).
• Financial wellbeing – RRSP matching and eligibility for ARC’TERYX Annual Incentive Plan and access to Employee Stock Purchase program (ESPP) where applicable.
• Time & flexibility – Paid time off, wellness time, and No Wasted Day program (dedicated paid days to get outside & explore).
• Family support – Parental leave top‑up and a nesting period for new parents.
• Growth, community & gear – Professional development opportunities, ARC’TERYX Academies (outdoor skill‑building events), Employee Belonging Councils, and access to employee discounts and Pro Deals (exclusive discounted pricing on gear).

*Eligibility for certain programs may vary by role.

Equal Opportunity

ARC’TERYX is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.

Creating an inclusive workplace is connected to our core value “Do Right” while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.

All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.

#J-18808-Ljbffr