Lead, ReCare Service Operations

Department : Commercial - ReBIRD

Reports to : Manager, ReCare Operations

Location : North Vancouver, B.C.

Your Opportunity at ARC'TERYX :

As part of our post-purchase Guest journey, our goal is to support the Guest in extending the lifecycle of Arc'teryx products, through an elevated Service commitment.

As the Lead, ReCare Service Operations you enable the product operations backbone that supports after-sales repair and product service.

You will lead your direct team and support owned and third-party repair contractors with the objective of delivering scalable and exceptional Guest services to drive brand loyalty.

This role is based out of our North Vancouver office and is open to a hybrid work schedule. Candidates must be eligible to work in Canada.

Meet Your Future Team :

Circularity is at the heart of our sustainability vision, a program that we call ReBIRD. We're on a mission to create durable, long-lasting products and services that not only serve our guests but also our planet.

By extending the life of our products, we're ensuring fewer end up in landfills. The ReBIRD team is focused on an exceptional Guest experience at all Commercial touchpoints, inclusive of Guest Services, After-Sales, Brand activations, and especially within our owned channels, Retail and eCommerce.

If you were the Lead, ReCare Service Operations now, here are some of the core activities you would be doing :

• Leading, coaching and mentoring a team of ReCare Operations Coordinators to support the day-to-day operation of the repair network
• Collaborating with cross-functional teams to improve our systems and processes which support a consistent guest experience across the world;

including (but not limited to) testing, workflow mapping, documentation of reference and training material, troubleshooting and training delivery

• Documenting standard processes and providing recommendations for continuous improvement
• Leading the onboarding of system / workflow / process set up and training delivery for new 3rd party repair partners
• Understanding global systems and processes, and how to approach troubleshooting through collaboration with other Arc'teryx subject knowledge experts

Here are some of the things you could be working on in the future :

• Assisting in the expansion of service and repair capabilities into new regions and through new channels
• Implementing a scalable process for performance management and capacity targets for our 3rd party repair partners
• Strengthening the relationship between service teams, retail locations and our growing 3rd party repair network to identify opportunities, provide recommendations and deliver best in class service levels for our guest
• Providing holistic recommendations for strategic priorities to the manager, ReCare Operations, based on operational constraints

Are you our next Lead, ReCare Service Operations?

• You have a bachelor's degree or equivalent industry training, certification, or related business experience
• You have a 5+ years' experience in a cross-departmental operations role
• You demonstrate initiative, agility, and commitment, while balancing autonomy and collaboration
• You demonstrate a strong capability to offer strategic recommendations aimed at optimizing processes and workflows
• You have experience working cross-functionally
• You are dynamic and organized, and a master of clear delegation
• You have experience working in roles where you need to translate information between technical and non-technical players and have excellent communication skills
• You are proactive in identifying the root cause of issues and recommending solutions
• You are skilled at facilitating meetings and workshops
• You have demonstrated the ability to balance a wide array of responsibilities and are effectively able to adapt and re-prioritize as required
• You remain highly flexible and adaptable when faced with ambiguity
• You have a record of curiosity and collaboration
• Your passion for your work is paralleled by your passion for getting outside and living it

$91,000 - $114,000 a year

A reasonable estimate of the pay range is $91,000 - $114,000 CAD at the time of this posting. Within the range, individual pay is determined by factors such as job-related skills, relevant experience, education and / or training.

Please note that the range details above reflect the base pay only and does not include our competitive bonus program and benefits that we offer.

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.

Design your Purpose. Live our Values.

DISRUPTIVE EVOLUTION. Design your future through challenge, experimentation, and inspiration.

COMMIT. Set and deliver on bold objectives as we collectively raise the bar.

LIVE IT. Deepen your connection to nature and live your most purposeful life.

LEAVE IT BETTER. Create a better world, together.