Department: Commercial – Guest Services

Reports to: Vice President, Guest Services

Location: North Vancouver, B.C.

Your Opportunity at ARC’TERYX:

As the Manager, Guest Services Operations, you will lead and manage cross-functional projects, operational improvement initiatives, portfolio planning and change management programs that optimize our Guest Services processes and enable our front-line teams to excel in their roles. Your focus will be on ensuring our fast-growing global teams are equipped with the tools, resources, and information they need to provide outstanding service to our guests.

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

Meet Your Future Team:

The Arc’teryx Guest Services and After-Sales team offers a service that is authentic, professional, and knowledgeable, striving for a human interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand around the world.

If you were the Manager, Guest Services Operations now, here are some of the core activities you would be doing:

• Building, coaching and, leading a team of Guest Services project specialists, providing guidance, coaching, and direction
• Serving as the liaison between Guest Services and cross functional teams, ensuring alignment of objectives, clear communication, and seamless integration of new processes and technologies
• Developing change management strategies to support the adoption of new processes, systems, and structures within Guest Services, providing clear communication, training, and support to facilitate smooth transitions
• Supporting the Vice President, Guest Services to manage planning, prioritization and execution of Guest Services projects, effectively allocating resources and focusing on highest-impact activities to support the business
• Working closely with the Guest Services Leadership Team to analyze Guest Services processes, metrics, and feedback to identify improvement areas, and implement data-driven strategies to optimize efficiency
• Developing and executing an improved way of working across regions including harmonized processes and role clarity to ensure a consistent, high-quality guest experience and streamlined operations
• Identifying current and future needs of the department, and supporting the Vice President to ensure the team has the tools needed to perform at the highest level
• Driving significant operational improvements, leading to increased efficiency and higher guest satisfaction and employee engagement scores, as evidenced by key performance indicators and guest feedback

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

• Enhancing collaboration and alignment between Guest Services and other cross-functional teams, ensuring seamless integration of new initiatives, technologies, and processes to tangibly improve our operation
• Managing the Guest Services project portfolio, prioritizing high-impact initiatives and ensuring timely completion while staying within budget and resource constraints
• Demonstrating measurable progress towards the organization's long-term strategic goals in Guest Services, such as expanding service availability, implementing new communication channels, and leveraging emerging technologies
• Establishing identified and addressed potential challenges or roadblocks to Guest Service success, maintaining open communication with executive leadership and other stakeholders to ensure timely resolution
• Established a reputation as a trusted leader and subject matter expert in Guest Services operations, acting as a valuable resource for the organization and contributing to the ongoing growth and success of the business

Are you our next Manager, Guest Services Operations?

• You have 5+ years of experience in an operations-focused customer service role, including 3+ years leading a team
• You have a strong background in project management and change management methodologies
• You have demonstrated success implementing change management strategies, resulting in smooth adoption of new processes, systems, and organizational structures with minimal disruption to guest service delivery
• You possess excellent verbal and written communication skills
• You are skilled in team building, fostering a positive work environment, and promoting collaboration
• You are proactive in identifying the root cause of issues and developing solutions
• You have experience working in a global/regional organization, effectively coordinating across different geographical regions and time zones
• You are highly adaptable and able to effectively manage ambiguity
• You balance autonomy and collaboration in your decision-making process
• You inspire breakthrough thinking and continuous improvement within your team
• You are committed to seeking the best solutions, prioritizing what is right over what is easy
• You have a passion for your work and enjoy getting outside to experience the outdoors firsthand
• You are ideally familiar with Arc'teryx systems and processes

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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