Director, Care & Repair Operations
Arc'teryx
- North Vancouver, BC
- $146,000-182,000 per year
- Permanent
- Full-time
- Developing and implementing our 3-5-year strategy, roadmap, and repair capacity model to deliver an elevated and consistent Guest experience globally
- Leading, motivating, and developing a team of Care and Repair (ReCARE) Operations as well as owned and third-party partners to ensure high performance standards and exceptional service to our Guests
- Providing ongoing training and development opportunities for the care and repair team, while considering team pipeline in future
- Championing a Guest-centric approach ensuring that every interaction with our care and repair teams exceed expectations
- Establishing and managing the best-in-class SLA's for efficient repair turn time, cost, repair quality
- Implementing rigorous quality measures to ensure our repairs meet our performance standards, Guest expectations and in alignment with our ReBIRD principles
- Supporting the long-term strategy planning for vendor partnership and negotiation across third party repair, raw material, and technology vendors
- Overseeing inventory (and maintenance) of repair materials and equipment
- Championing Arc'teryx led sustainability commitments for our care and repair operations, including adherence to regulations, implementation of textile recycling programs and future eco-friendly repair operations
- Partnering with Insights to deliver regular forecasting and reporting on key performance metrics, trend analysis, capacity planning for repairs and materials and identify ongoing opportunities for improvement
- Developing and maintain budgets in alignment with business objectives, considering people and repair operations expenses
- Analyzing market insights and opportunities to support best-in-class performance and Guest experience
- Supporting the VP, ReBIRD with projects and initiatives, as required
- Evaluating our Guest Journey insights and vision mapping to identify unmet Guest needs and opportunities to refine and optimize to drive Brand loyalty
- Ensuring best-in-class Guest experience for care and repair across all owned (eCom, Retail, Service delivery teams), and partner channels inclusive of strategic wholesale
- Pioneering and championing new repair innovation to support future efficiencies that will extend the life of our product
- You have a bachelor's degree in Business, Operations Management, or a related field (master's degree preferred)
- You have 10+ years' progressive cross-departmental operations experience
- You have 5+ years' experience leading a team
- You can set, communicate, and align with your team on a clear strategy in support of the departmental and Brand vision
- You have excellent business acumen and the ability understand and analyze current industry standards through an external lens
- You have a strong understanding of technical outdoor gear and repair
- You have a thorough understanding of the product lifecycle process, inclusive of post-consumer product manufacturing and/or repair operations
- You have a passion for sustainability and environmental stewardship
- You have a proven ability to influence and collaborate in partnership with cross-functional stakeholders
- You have excellent people leadership and team building and development capabilities, with the ability to motivate and inspire a diverse team
- 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 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