Senior Manager, ReBIRD Service Operations - NAM

Department: Commercial - ReBIRD Reports to: VP, ReBIRD Location: North Vancouver, B.C. Your Opportunity at ARC’TERYX: As the Senior Manager, NAM ReBIRD Operations, you will enable the North American ReBIRD service experience by translating and deploying the services and programs within the region.  You will bridge the NAM region and the Global capability team, owning the ReBIRD operational readiness and adoption blueprint.  You champion the Arc’teryx ReBIRD Guest service experience, ensuring global initiatives seamlessly integrate into the NAM channels, without creating operational friction for front-line staff. This role is based out of our North Vancouver office and is open to hybrid work.

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 program.  The global ReBIRD program focuses on an exceptional Guest experience at all Commercial touchpoints, including Guest Services, After Sales, Branded activations, and especially within our owned Vertical channels, Retail and eCommerce.

If you were in the Senior Manager, ReBIRD Service Operations role now, here are some of the core activities you would be doing: Developing long-term operational roadmaps and contributing to long-term strategic planning and forecasting for North American ReBIRD service operations

Translating Global ReBIRD service and repair standards into a localized NAM rollout schedule, explicitly defining the ‘when” (timing, sequencing and operational capacity) and the “who”

Serving as the primary advocate for the Guest experience touchpoints for ReBIRD services and programs in North America

Safeguarding the FOH and Guest Experience by ensuring new services, processes, or tool eliminates operational friction

Serving as the strategic bridge between NAM regional leadership (Retail & Brand) and Global ReBIRD teams

Delivering regional insights and learnings to Global stakeholders to influence the holistic, omni-channel guest journey

Partnering with Retail and Brand leadership to engage, inspire and align on ReBIRD services and initiatives

Collaborating directly with the Resale team to refine the in-store trade-in and resale experience, ensuring the operations within Retail and Events is smooth and efficient.

Partnering with Global ReBIRD teams to pilot and validate new services and initiatives in key North American markets, ensuring operational readiness, scalability, and Guest Experience service and repair excellence

Here are some of the things you could be working on in the future: Partnering with the ReBIRD Resale team to drive the resale business experience in alignment with Retail & Experience expectations

Partnering with NAM Wholesale leaders and key strategic accounts to drive the ReBIRD service experience more formally, meeting the Guest where they are

Delivering strategic insights to non-NAM regions, to support Global ReBIRD experience and consistency

Recruiting, onboarding, coaching, and developing a high performing team.

Recommending and conducting audits to improve performance, process adherence, and visibility across the ReBIRD service network within North America

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

You have 8+ 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 3+ years' experience managing and developing high-performing teams

You obsess the Guest facing experience design in service and experiential retail

You have proven experience leading retail operations, organizational change

You have excellent communication and presentation skills, especially across senior leadership

You have strong leadership capabilities with experience building high performing teams

You inspire breakthrough thinking and continuous improvement

You drive influence without authority, bridging the gap between global stakeholders and fast-paced regional channel environments

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

You remain highly flexible and adaptable when faced with ambiguity

You effectively balance autonomy and collaboration

You seek the best (sometimes not the easiest) solutions, with an unwavering commitment to do 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$126,000 - CAD$165,000.

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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