Director, Care
7 days ago
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:- Developing and implementing our 3-5-year strategy, roadmap, and repair capacity model to deliver an elevated and consistent Guest experience globally
- 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
- Developing and maintain budgets in alignment with business objectives, considering people and repair operations expenses
- 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
- Pioneering and championing new repair innovation to support future efficiencies that will extend the life of our product
- You have a bachelor's degree in Business, Operations Management, or a related field (master's degree preferred)
- You have 10+ years’ progressive cross-departmental operations experience
- You have 5+ years' experience leading a team
- You can set, communicate, and align with your team on a clear strategy in support of the departmental and Brand vision
- You have excellent business acumen and the ability understand and analyze current industry standards through an external lens
- You have a strong understanding of technical outdoor gear and repair
- You have a thorough understanding of the product lifecycle process, inclusive of post-consumer product manufacturing and/or repair operations
- You have a passion for sustainability and environmental stewardship
- You have a proven ability to influence and collaborate in partnership with cross-functional stakeholders
- You have excellent people leadership and team building and development capabilities, with the ability to motivate and inspire a diverse team
- You demonstrate initiative, agility, and commitment, while balancing autonomy and collaboration
- You demonstrate a strong capability to offer strategic recommendations aimed at optimizing processes and workflows
- You have experience working in roles where you need to translate information between technical and non-technical players and have excellent communication skills
- You are proactive in identifying the root cause of issues and recommending solutions
- You are skilled at facilitating meetings and workshops
- You have demonstrated the ability to balance a wide array of responsibilities and are effectively able to adapt and re-prioritize as required
- You remain highly flexible and adaptable when faced with ambiguity
- You have a record of curiosity and collaboration
- Your passion for your work is paralleled by your passion for getting outside and living it
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