Lead, ReCare Service Operations
Arc'teryx
- North Vancouver, BC
- $91,000-114,000 per year
- Permanent
- Full-time
- Leading, coaching and mentoring a team of ReCare Operations Coordinators to support the day-to-day operation of the repair network
- Collaborating with cross-functional teams to improve our systems and processes which support a consistent guest experience across the world; including (but not limited to) testing, workflow mapping, documentation of reference and training material, troubleshooting and training delivery
- Documenting standard processes and providing recommendations for continuous improvement
- Leading the onboarding of system / workflow / process set up and training delivery for new 3rd party repair partners
- Understanding global systems and processes, and how to approach troubleshooting through collaboration with other Arc'teryx subject knowledge experts
- Assisting in the expansion of service and repair capabilities into new regions and through new channels
- Implementing a scalable process for performance management and capacity targets for our 3rd party repair partners
- Strengthening the relationship between service teams, retail locations and our growing 3rd party repair network to identify opportunities, provide recommendations and deliver best in class service levels for our guest
- Providing holistic recommendations for strategic priorities to the manager, ReCare Operations, based on operational constraints
- You have a bachelor's degree or equivalent industry training, certification, or related business experience
- You have a 5+ years' experience in a cross-departmental operations role
- You demonstrate initiative, agility, and commitment, while balancing autonomy and collaboration
- You demonstrate a strong capability to offer strategic recommendations aimed at optimizing processes and workflows
- You have experience working cross-functionally
- You are dynamic and organized, and a master of clear delegation
- You have experience working in roles where you need to translate information between technical and non-technical players and have excellent communication skills
- You are proactive in identifying the root cause of issues and recommending solutions
- You are skilled at facilitating meetings and workshops
- You have demonstrated the ability to balance a wide array of responsibilities and are effectively able to adapt and re-prioritize as required
- You remain highly flexible and adaptable when faced with ambiguity
- You have a record of curiosity and collaboration
- Your passion for your work is paralleled by your passion for getting outside and living it