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Warranty Operations Supervisor

7 months ago

Scarborough, Canada Canada Goose Inc. Full time

Company Description

Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open. At Canada Goose, you're part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by a purpose to keep the planet cold and the people on it warm. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.

Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking.

**Job Description**:
The Warranty Operations Supervisor will lead the Warranty Operations team in executing the day-to-day operations to provide seamless journey to our consumers. Responsibilities include aligning garment inspection all the way to the end of the Warranty journey to ensure customer-initiated quality issues are dealt with in a timely manner. This position will work in close collaboration with many departments within the Canada Goose organization - but not limited to Production, Operations, Product Team, Customer Experience and Quality Assurance to ensure all cases are executed and resolved in a timely manner.

**What You'll Do**:

- Oversee daily warranty operations in Canada and support other regions to ensure all tasks are executed in an efficient and effective manner to deliver on SLA
- Conduct performance reviews and responsible for the professional development of the Warranty Operations team
- Monitor that all Warranty processes are followed
- Maintain current reporting for internal and external stakeholders
- Work cross-functionally with our repair facilities to ensure alignment of Warranty activities to ensure continuity and consistency of the customer’s Warranty journey
- Provide support/training to our call center and retail teams related to processes, repairs, product knowledge, and quality standards
- Inspect and analyze all jackets/accessories/products submitted through the Warranty program and determine whether they fall under the warranty domain
- Determine best solution for repairs and process each claim accordingly
- Support team in determining authentication of products in collaboration with cross functional partners to ensure there is continuous updating of Anti-Counterfeit documents
- Update warranty system through each step of warranty repair process
- Working closely with the sewing supervisor & operators, ensure all repairs promised to customer are executed up to QA standard and provide feedback to sewing supervisor & team
- Perform quality assurance tests after repairs are completed and communicate/provide feedback on repairs that do not meet QA standards and support to ensure continuous training/uptraining is maintained
- Oversee raw materials inventory for Warranty operations
- Liaise with cutting room department when parts require cutting for panel replacements
- Liaise with external contractors for repairs not performed in-house
- Communicate with Customer Experience team daily to provide regular updates on status of cases
- Maintain appropriate training tools (SOPs) and ensure they are updated on a regular basis
- Work closely with Product Quality Experience and Production teams to ensure new machines/technology required to offer warranty repairs is ordered and set up in a timely manner
- Track Monthly Vendor Performance for uptraining opportunities and alignment

**About You**:

- Degree in Fashion/Textile manufacturing required
- 3 - 5 years’ experience in Manufacturing/Quality Assurance field
- 2 - 3 years in similar management role
- Familiarity with pattern making, cutting, sewing and garment construction
- Must be familiar with manufacturing techniques and knowledge of apparel manufacturing
- Must be familiar with equipment used in the apparel industry
- Proficiency in MS Office
- Excellent written and verbal skills
- Experience in a manufacturing and/or garment industry
- Strong knowledge of garment construction and patternmaking
- Demonstrated analytical skills and attention to detail
- Strong organizational skills and ability to multi-task in a fast-paced environment
- Excellent problem solving, interpersonal and communications skills
- Creative thinker who continuously looks for opportunities to innovate
- Goal-oriented and self-motivated individual
- Proficient in Salesforce an asset
- Comfortable with working in a warehouse environment

Additional Information

**What’s in it For You?**
- A company built on Canadian roots and heritage
- Your work is recognized with a comprehensive and competitive Total Rewards Program
- Opportunities for career growth through numerous internal and external programs
- Recognize and be recognized by your peers with our Goose