Supervisor, Product Quality Experience
4 weeks ago
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**:
**What You'll Do**:
- Oversee the Product Quality Experience team and drive the initiative in finding new and creative repair solutions to ensure repairs are efficient and effective in order for Warranty Operations to be able to execute and maintain the agreed upon service levels
- Determine best solution for repairs for the evolving product mix
- Pull RM lists to better prepare for the new product mixes coming out onto the market
- Support in recruitment, selecting, onboarding, and training new team members
- Conduct performance reviews and responsible for the professional development of the Product Quality Experience team
- Attend Proto meetings to review all styles in the development pipeline to mitigate risk and provide feedback to cross-functional partners and to ensure repairability is taken into consideration
- Work closely with PPI to ensure for better alignment with cross functional partners
- Support in conducting time studies and lead the cost analysis of new repairs (old and new styles)
- Evaluating repair time/cost on a regular basis to reflect accurate costing in the rapidly evolving repairs world
- Maintain appropriate training tools (SOPs) and ensure they are updated on a regular basis
- Ensure all new repair recordings, guidelines/tips and documentations are shared to global repair facilities and followed
- Prepare and organize product knowledge kits and training decks to educate other global repair facilities and call centers on new styles out in the market
- Ensure the call centers are trained on new repairs and understand what they are and how to speak of these repairs to customers
- Oversee “Style Management” with Warranty Operations Supervisor and ensure all new styles and product information is updated into Salesforce
- Review the different repair types in Salesforce and add/revise repairs as necessary
- Provide insights of new developments to determine authentication of products and support the Supervisor and Manager of Warranty Operations in updating all Anti-Counterfeit documents
- Working closely with the Operations team, leverage data to identify, articulate trends and opportunities of Canada Goose products back to the business
- Provide regular feedback to various departments regarding common repairs and manufacturing defects to improve future development
- Deliver customer feedback and product insights back to the business
- Work with QA & Development teams to ensure products are meeting performance expectations and conduct wear tests where and when needed
- Monitor industry standards and implement best practices and look for innovative ways to drive repairs forward
- Working closely with PIC to update testing standards with data driven from Warranty Operations
- Working closely with the Technical Engineers and MD, determine new technology and machinery required for new and innovative repairs
- Hold regular meetings to update internal teams of new developments and new style and repair roll outs
- Work with Sales Planning and Consumer Education to keep up to date with launch dates of new products
- Lead and/or support cross-functional projects
- Validate Product Knowledge Kits to ensure design feature claims and colours are correct for the style and collection
**About You**:
- Degree in Fashion/Textile manufacturing required
- 2 - 4 years’ experience in Manufacturing/Quality Assurance field
- 1 - 2 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
- Must be familiar with têxtile and apparel testing methods
- 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
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