Manager, Guest Services Operations

**Department**: Commercial - Guest Services

**Reports to**:Vice President, Guest Services

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

**Your Opportunity at ARC’TERYX**:

- As the Manager, Guest Services Operations, you will lead and manage cross-functional projects, operational improvement initiatives, portfolio planning and change management programs that optimize our Guest Services processes and enable our front-line teams to excel in their roles. Your focus will be on ensuring our fast-growing global teams are equipped with the tools, resources, and information they need to provide outstanding service to our guests.

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

- Building, coaching and, leading a team of Guest Services project specialists, providing guidance, coaching, and direction
- Serving as the liaison between Guest Services and cross functional teams, ensuring alignment of objectives, clear communication, and seamless integration of new processes and technologies
- Developing change management strategies to support the adoption of new processes, systems, and structures within Guest Services, providing clear communication, training, and support to facilitate smooth transitions
- Supporting the Vice President, Guest Services to manage planning, prioritization and execution of Guest Services projects, effectively allocating resources and focusing on highest-impact activities to support the business
- Working closely with the Guest Services Leadership Team to analyze Guest Services processes, metrics, and feedback to identify improvement areas, and implement data-driven strategies to optimize efficiency
- Developing and executing an improved way of working across regions including harmonized processes and role clarity to ensure a consistent, high-quality guest experience and streamlined operations
- Identifying current and future needs of the department, and supporting the Vice President to ensure the team has the tools needed to perform at the highest level
- Driving significant operational improvements, leading to increased efficiency and higher guest satisfaction and employee engagement scores, as evidenced by key performance indicators and guest feedback

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

- Enhancing collaboration and alignment between Guest Services and other cross-functional teams, ensuring seamless integration of new initiatives, technologies, and processes to tangibly improve our operation
- Managing the Guest Services project portfolio, prioritizing high-impact initiatives and ensuring timely completion while staying within budget and resource constraints
- Demonstrating measurable progress towards the organization's long-term strategic goals in Guest Services, such as expanding service availability, implementing new communication channels, and leveraging emerging technologies
- Establishing identified and addressed potential challenges or roadblocks to Guest Service success, maintaining open communication with executive leadership and other stakeholders to ensure timely resolution

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

- You have 5+ years of experience in an operations-focused customer service role, including 3+ years leading a team
- You have a strong background in project management and change management methodologies
- You have demonstrated success implementing change management strategies, resulting in smooth adoption of new processes, systems, and organizational structures with mínimal disruption to guest service delivery
- You possess excellent verbal and written communication skills
- You are skilled in team building, fostering a positive work environment, and promoting collaboration
- You are proactive in identifying the root cause of issues and developing solutions
- You have experience working in a global/regional organization, effectively coordinating across different geographical regions and time zones
- You are highly adaptable and able to effectively manage ambiguity
- You balance autonomy and collaboration in your decision-making process
- You inspire breakthrough thinking and continuous improvement within your team
- You are committed to seeking the best solutions, prioritizing what is right over what is easy
- You have a passion for your work and enjoy getting outside to experience the outdoors firsthand
- You are ideally familiar with Arc'teryx systems and processes

**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 uniq