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Director Projects and Technical Services

4 months ago

North Vancouver BC, Canada Arc'teryx Limited Full time

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.
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. 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:
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
Providing ongoing training and development opportunities for the care and repair team, while considering team pipeline in future
Championing a Guest-centric approach ensuring that every interaction with our care and repair teams exceed expectations
Establishing and managing the best-in-class SLA’s for efficient repair turn time, cost, repair quality
Implementing rigorous quality measures to ensure our repairs meet our performance standards, Guest expectations and in alignment with our ReBIRD principles
Supporting the long-term strategy planning for vendor partnership and negotiation across third party repair, raw material, and technology vendors
Overseeing inventory (and maintenance) of repair materials and equipment
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
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
Analyzing market insights and opportunities to support best-in-class performance and Guest experience
Supporting the VP, ReBIRD with projects and initiatives, as required
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
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)
You can set, communicate, and align with your team on a clear strategy in support of the departmental and Brand vision
You have a strong understanding of technical outdoor gear and repair
You have excellent people leadership and team building and development capabilities, with the ability to motivate and inspire a diverse team
You have experience working in roles where you need to translate information between technical and non-technical players and have excellent communication skills
You remain highly flexible and adaptable when faced with ambiguity