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Manager, Guest Services Training

4 months ago

Vancouver, Canada Arc'teryx Full time

**Department**: Guest Services

**Reports to**:VP, Guest Services

**Location**:North Vancouver, B.C.

**Your Opportunity at ARC’TERYX**:

- As the Manager, Guest Services Training, you will harness your strategic thinking and leadership skills to manage a team of trainers with a shared objective of empowering our guest-facing teams. You will take a creative, problem-solving approach to drive the design, development, and execution of all Arc’teryx Guest Services training programs.

Collaborating with cross-functional partners, you will challenge yourself and your team to provide the tools our guest services team needs to deliver a consistent best-in-class guest experience reflective of the premium nature of the Arc’teryx brand.

***

**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 Training now, here are some of the core activities you would be doing**:

- Leading, coaching and developing a team of Guest Service Trainers, providing direction, coaching, guidance, and feedback
- Designing and directing the Guest Services training program, working with your Guest Services Trainers to ensure each member of the Guest Services team is equipped with the knowledge, skills, and abilities to consistently exceed the needs of the guest
- Overseeing the build of the schedule for all Guest Services training programs, which could include a series of trainings delivered online, in-person or through an eLearning-based platform
- Collaborate with the Guest Services Leadership team and cross functional partners to support initiatives that align with the brand goals and drive the ongoing improvement of our guest experience
- Supporting the training, coaching, onboarding, and regular communication of business process as it relates to our foundational technology platforms

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

- Using data, insights, and feedback to develop and iterate training programs and plans for all roles within Guest Services
- Overseeing the coordination of an effectively organized and easily accessible collection of training materials for our team to reference
- Continuously reviewing and evaluating the accuracy, quality and effectiveness of existing Guest Services training programs, including onboarding, seasonal refreshers, and role development
- Identifying and anticipating upcoming training needs, collaborating with leadership and cross-functional partners to proactively allocate resources and training tools where necessary and drive alignment across our frontline teams and the service experience we provide our guest

**Are you our next Manager, Guest Services Training?**:

- You have 5+ years experience in a Customer Service Training role, including 2+ years at a management level
- You have experience incorporating adult learning principles into content development
- You have experience delivering online training and working with eLearning platforms
- You are passionate about delivering an exceptional consumer experience
- You are able to engage, coach, and motivate others
- You have excellent communication skills, both interpersonal and brand voice
- You are a creative problem solver with strong analytical and decision-making skills
- You are flexible, with the ability to set, prioritize and manage multiple tasks
- You are proactive in identifying the root cause of issues and developing solutions
- You have interest or experience using Arc’teryx products or other outdoor brand products
- You remain highly flexible and adaptable when faced with ambiguity
- You are able to balance autonomy and collaboration
- You inspire breakthrough thinking and continuous improvement
- You seek the best (but sometimes not the easiest) solutions, with an unwavering commitment to do what is right
- Your passion for your work is paralleled by your passion for getting outside and living it

**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.

**Design your Purpose. Live our Values.**
- DISRUPTIVE EVOLUTION. Design your future through challenge, exp