Lead, ReBIRD Service Operations - NAM

Department: Commercial - ReBIRD Reports to: VP, ReBIRD Location:  North Vancouver, B.C. Your Opportunity at ARC’TERYX: As the Director, ReBIRD Global Transformation & Capabilities, you are the executive visionary and strategic leader shaping Arc’teryx’s 3-5 year global circular service ecosystem. You own the holistic engine that powers ReBIRD globally – unifying Service Capabilities and Operations, Product Ownership in Enterprise Technology, Data Analytics and Insights, together with cross-functional Care & Repair Operations, into a seamless, end to end strategic function. You lead a multi-disciplinary organization responsible for defining global standards, accelerating tech-enabled circular services, and leveraging data to drive commercial viability across owned vertical channels, wholesale and experiences.  You will partner directly with executive leadership across Supply Chain, Technology, Commercial, Finance and Brand to ensure circularity becomes a major growth driver and competitive differentiator for Arc’teryx, globally. 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: Under the Circularity umbrella, the ReBIRD team supports the operations of our warranty and repairs program, our service centers within retail, and resale.  The global ReBIRD program focuses on an exceptional Guest experience at all Commercial touchpoints, inclusive of Guest Services, After Sales, Branded activations, and especially within our owned Vertical channels, Retail and eCommerce.  The ReBIRD Global Capabilities organization powers the operational frameworks, digital tools, and analytics behind our care & repair service programs.

If you were in the Lead, ReBIRD Service Operations - NAM role now, here are some of the core activities you would be doing: Supporting the development and execution of operational plans for North American ReBIRD Service Operations

Translating Global ReBIRD standards into localized NAM rollout plans, contributing to timing, sequencing, and operational readiness

Acting as a key contributor to the Guest experience across ReBIRD services and programs in North America

Ensuring new services, processes, and tools are implemented smoothly, minimizing friction for front-line teams

Supporting alignment between NAM regional leadership and Global ReBIRD capabilities

Gathering and sharing regional insights and feedback with Global stakeholders to improve the omni-channel guest journey

Partnering with Retail and Brand teams to support engagement and execution of ReBIRD service initiatives

Collaborating with the Resale team to help refine the in-store trade-in and resale experiences, ensuring operational efficiency

Supporting pilot programs and new initiatives in North American markets, ensuring readiness and strong execution

Here are some of the things you could be working on in the future: Supporting expansion of ReBIRD service experiences into NAM Wholesale channels and key strategic accounts

Contributing insights to support consistency across Global ReBIRD service experiences

Supporting onboarding, training, and development of team members and filed partners

Assisting in audits and reviews to improve performance, process adherence, and visibility across the ReBIRD service network within North America

Are you our next Lead, ReBIRD Service Operations - NAM? You have a bachelor’s degree or post-secondary education in Business, Commerce or a related field

You have 5+ years’ of North American retail operations experience – ideally within a vertical apparel brand, with a focus on service execution, operational excellence, and customer experience programs

You have experience supporting or leading projects and initiatives, with exposure to cross-functional collaboration

You are passionate about Guest facing experience design in service and experiential retail

You have experience supporting operational change and continuous improvement initiatives

You have strong communication and presentation skills, with the ability to work effectively across teams

You are a collaborative team player who can influence partners across functions

You are proactive in identifying the root cause of issues and contributing solutions

You are adaptable and comfortable working in evolving, fast-paced environments

You balance independent execution with strong collaboration

You are committed to delivering high-quality outcomes and doing what is right

Your passion for your work is paralleled by your passion for getting outside and living it

Compensation The compensation range for this role is CAD$94,000 - $118,000

Total Rewards Most new team members join between the start and midpoint of the range, where you can contribute right away while continuing to grow your craft, your collaborations, and your impact at Arc’teryx. This range reflects market alignment and the scope of the role. Individual pay is determined by your skills, experience, and level of responsibility.  We’re 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.  In addition to base pay, Arc’teryx supports people through benefits designed to sustain both work and life:  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.

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