Lead, ReBIRD Service Operations - NAM
About The Position
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. 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.
Requirements
- 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
- You are adaptable and comfortable working in evolving, fast-paced environments
- You balance independent execution with strong collaboration
- You are committed to delivering high-quality outcomes and doing what is right
- Your passion for your work is paralleled by your passion for getting outside and living it
Responsibilities
- 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
- 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
Benefits
- Extended health, dental, and vision coverage, including mental health support, fertility benefits, gender-affirming care and a 24/7 Employee Assistance Program (EAP).
- RRSP matching and eligibility for Arc'teryx Annual Incentive Plan and access to Employee Stock Purchase program (ESPP) where applicable.
- Paid time off, wellness time, and No Wasted Day program (dedicated paid days to get outside & explore).
- Parental leave top-up and a nesting period for new parents.
- Professional development opportunities, Arc'teryx Academies (outdoor skill-building events), Employee Belonging Councils, and access to employee discounts and Pro Deals (exclusive discounted pricing on gear).
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
