Lead, ReBIRD Service Operations - NAM

**Department**: Commercial - ReBIRD

**Reports to****:** Senior Manager, ReBIRD Operations – NAM / VP, ReBIRD Interim

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

**Your Opportunity at ARC’TERYX:**

As the Lead, ReBIRD Service Operations - NAM, you will support the delivery of the North American ReBIRD service experience by executing and operationalizing services and programs within the region. You will act as a key connector between the NAM region and the Global capability team, contributing to the operational readiness and adoption of ReBIRD service initiatives. You help champion the Arc’teryx ReBIRD Guest experience, ensuring global programs are implemented effectively across NAM channels while minimizing operational friction for front-line teams.

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 Lead, ReBIRD Service Operations - NAM role now, here are some of the core activities you would be doing:

• Supporting the development and execution of operational plans for North American ReBIRD Service Operations
• Translating Global ReBIRD standards into localized NAM rollout plans, contributing to timing, sequencing, and operational readiness
• Acting as a key contributor to the Guest experience across ReBIRD services and programs in North America
• Ensuring new services, processes, and tools are implemented smoothly, minimizing friction for front-line teams
• Supporting alignment between NAM regional leadership and Global ReBIRD capabilities
• Gathering and sharing regional insights and feedback with Global stakeholders to improve the omni-channel guest journey
• Partnering with Retail and Brand teams to support engagement and execution of ReBIRD service initiatives
• Collaborating with the Resale team to help refine the in-store trade-in and resale experiences, ensuring operational efficiency
• Supporting pilot programs and new initiatives in North American markets, ensuring readiness and strong execution

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

• Supporting expansion of ReBIRD service experiences into NAM Wholesale channels and key strategic accounts
• Contributing insights to support consistency across Global ReBIRD service experiences
• Supporting onboarding, training, and development of team members and filed partners
• Assisting in audits and reviews to improve performance, process adherence, and visibility across the ReBIRD service network within North America

### Are you our next Lead, ReBIRD Service Operations - NAM?

• You have a bachelor’s degree or post-secondary education in Business, Commerce or a related field
• You have 5+ 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 experience supporting or leading projects and initiatives, with exposure to cross-functional collaboration
• You are passionate about Guest facing experience design in service and experiential retail
• You have experience supporting operational change and continuous improvement initiatives
• You have strong communication and presentation skills, with the ability to work effectively across teams
• You are a collaborative team player who can influence partners across functions
• You are proactive in identifying the root cause of issues and contributing solutions