Senior Manager, ReBIRD Service Operations - NAM

**Department**: Commercial - ReBIRD

**Reports to:** VP, ReBIRD

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

**Your Opportunity at ARC’TERYX:**

As the Senior Manager, NAM ReBIRD Operations, you will enable the North American ReBIRD service experience by translating and deploying the services and programs within the region. You will bridge the NAM region and the Global capability team, owning the ReBIRD operational readiness and adoption blueprint. You champion the Arc’teryx ReBIRD Guest service experience, ensuring global initiatives seamlessly integrate into the NAM channels, without creating operational friction for front-line staff.

This role is based out of our North Vancouver office and is open to hybrid work.

**Meet Your Future Team:**

Under the Circularity umbrella, the ReBIRD team supports the operations of our warranty and repairs program, our service centers within retail, and resale program. The global ReBIRD program focuses on an exceptional Guest experience at all Commercial touchpoints, including Guest Services, After Sales, Branded activations, and especially within our owned Vertical channels, Retail and eCommerce.

### If you were in the Senior Manager, ReBIRD Service Operations role now, here are some of the core activities you would be doing:

• Developing long-term operational roadmaps and contributing to long-term strategic planning and forecasting for North American ReBIRD service operations
• Translating Global ReBIRD service and repair standards into a localized NAM rollout schedule, explicitly defining the ‘when” (timing, sequencing and operational capacity) and the “who”
• Serving as the primary advocate for the Guest experience touchpoints for ReBIRD services and programs in North America
• Safeguarding the FOH and Guest Experience by ensuring new services, processes, or tool eliminates operational friction
• Serving as the strategic bridge between NAM regional leadership (Retail & Brand) and Global ReBIRD teams
• Delivering regional insights and learnings to Global stakeholders to influence the holistic, omni-channel guest journey
• Partnering with Retail and Brand leadership to engage, inspire and align on ReBIRD services and initiatives
• Collaborating directly with the Resale team to refine the in-store trade-in and resale experience, ensuring the operations within Retail and Events is smooth and efficient.
• Partnering with Global ReBIRD teams to pilot and validate new services and initiatives in key North American markets, ensuring operational readiness, scalability, and Guest Experience service and repair excellence

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

• Partnering with the ReBIRD Resale team to drive the resale business experience in alignment with Retail & Experience expectations
• Partnering with NAM Wholesale leaders and key strategic accounts to drive the ReBIRD service experience more formally, meeting the Guest where they are
• Delivering strategic insights to non-NAM regions, to support Global ReBIRD experience and consistency
• Recruiting, onboarding, coaching, and developing a high performing team.
• Recommending and conducting audits to improve performance, process adherence, and visibility across the ReBIRD service network within North America

### Are you our next Senior Manager, ReBIRD Service Operations?

• You have a bachelor’s degree or post-secondary education in Business, Commerce or a related field
• You have 8+ years’ of North American retail operations experience – ideally within a vertical apparel brand, with a focus on service execution, operational excellence, and customer experience programs
• You have 3+ years' experience managing and developing high-performing teams
• You obsess the Guest facing experience design in service and experiential retail
• You have proven experience leading retail operations, organizational change
• You have excellent communication and presentation skills, especially across senior leadership
• You have strong leadership capabilities with experience building high performing teams
• You inspire breakthrough thinking and continuous improvement
• You drive influence without authority, bridging the gap between global stakeholders and fast-paced regional channel environments
• You are proactive in identifying the root cause of issues and developing solutions
• You remain highly flexible and adaptable when faced with ambiguity
• You effectively balance autonomy and collaboration
• You seek the best (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

### Compensation
The compensation range for this role is CAD$126,000 - CAD$165,000.