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    Director, Care - North Vancouver, BC, Canada - Arc'teryx

    Arc'teryx
    Arc'teryx North Vancouver, BC, Canada

    3 weeks ago

    Default job background
    $146,000 - $182,000
    Description

    Department: Commercial - ReBIRD

    Reports to: VP, ReBIRD

    Location: North Vancouver

    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 Director, Care & Repair Operations you lead a high performing operations team who is rooted in enabling our ReBIRD care and repair global strategy that supports our warranty, non-warranty and recommerce (ReGEAR) repairs. Obsessed with delivering an industry leading technical product care, repair, and service model, you will partner cross-functionally to deliver an ideal Guest-centric vision.

    This role is based out of our North Vancouver office and is open to a hybrid work arrangement.

    Meet Your Future Team:

    Circularity is at the heart of our sustainability vision, a program that we call ReBIRD. We are 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 are 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 in the Director, Care & Repair Operations role now, here are some of the core activities you would be doing:

    1. Developing and implementing our 3-5-year strategy, roadmap, and repair capacity model to deliver an elevated and consistent Guest experience globally
    2. Leading, motivating, and developing a team of Care and Repair (ReCARE) Operations as well as owned and third-party partners to ensure high performance standards and exceptional service to our Guests
    3. Providing ongoing training and development opportunities for the care and repair team, while considering team pipeline in future
    4. Championing a Guest-centric approach ensuring that every interaction with our care and repair teams exceed expectations
    5. Establishing and managing the best-in-class SLA's for efficient repair turn time, cost, repair quality
    6. Implementing rigorous quality measures to ensure our repairs meet our performance standards, Guest expectations and in alignment with our ReBIRD principles
    7. Supporting the long-term strategy planning for vendor partnership and negotiation across third party repair, raw material, and technology vendors
    8. Overseeing inventory (and maintenance) of repair materials and equipment
    9. Championing Arc'teryx led sustainability commitments for our care and repair operations, including adherence to regulations, implementation of textile recycling programs and future eco-friendly repair operations
    10. Partnering with Insights to deliver regular forecasting and reporting on key performance metrics, trend analysis, capacity planning for repairs and materials and identify ongoing opportunities for improvement
    11. Developing and maintain budgets in alignment with business objectives, considering people and repair operations expenses
    12. Analyzing market insights and opportunities to support best-in-class performance and Guest experience
    13. Supporting the VP, ReBIRD with projects and initiatives, as required

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

    • Evaluating our Guest Journey insights and vision mapping to identify unmet Guest needs and opportunities to refine and optimize to drive Brand loyalty
    • Ensuring best-in-class Guest experience for care and repair across all owned (eCom, Retail, Service delivery teams), and partner channels inclusive of strategic wholesale
    • Pioneering and championing new repair innovation to support future efficiencies that will extend the life of our product

    Are you our next Director, Care & Repair Operations?

    You have:

    • a bachelor's degree in Business, Operations Management, or a related field (master's degree preferred)
    • 10+ years' progressive cross-departmental operations experience
    • 5+ years' experience leading a team
    • the ability to set, communicate, and align with your team on a clear strategy in support of the departmental and Brand vision
    • excellent business acumen and the ability understand and analyze current industry standards through an external lens
    • a strong understanding of technical outdoor gear and repair
    • a thorough understanding of the product lifecycle process, inclusive of post-consumer product manufacturing and/or repair operations
    • a passion for sustainability and environmental stewardship
    • a proven ability to influence and collaborate in partnership with cross-functional stakeholders
    • excellent people leadership and team building and development capabilities, with the ability to motivate and inspire a diverse team
    • demonstrated initiative, agility, and commitment, while balancing autonomy and collaboration
    • a strong capability to offer strategic recommendations aimed at optimizing processes and workflows
    • experience working in roles where you need to translate information between technical and non-technical players and have excellent communication skills
    • proactivity in identifying the root cause of issues and recommending solutions
    • skills in facilitating meetings and workshops
    • demonstrated ability to balance a wide array of responsibilities and effectively adapt and re-prioritize as required
    • high flexibility and adaptability when faced with ambiguity
    • curiosity and collaboration
    • a passion for your work and for getting outside and living it

    $146,000 - $182,000 a year

    #J-18808-Ljbffr
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