Manager, Software Engineering (Service Cloud)

ARC'TERYX • Vancouver, BC

2d • CA$107,000 - CA$141,000 • Hybrid

About The Position

As a Manager, Software Engineering, you will lead a high-performing team focused on enhancing the experience of our Guest Services organization and driving strategic outcomes for After-Sales Support operations. You will provide technical and strategic direction for the development of key features within our Salesforce suite of applications, balancing both programmatic and declarative approaches. In this role, you will mentor engineers, foster a culture of quality and accountability, and ensure alignment with broader business objectives. You’ll also oversee issue resolution, maintain high standards for unit test coverage, and collaborate closely with product managers to report progress and inform roadmap planning.
This role is based out of ARC’TERYX headquarters in North Vancouver, BC. We are open to a hybrid or remote work. Remote candidates must be committed to Pacific time zone hours. Please note that candidates must be eligible to work in Canada.
The Guest Services Technology team develops and supports the tools used by our Guest Services and After-Sales teams to deliver seamless and engaging experiences for guests interacting with our brand. Working within cross-functional Agile squads, the team designs and deploys new features that enhance the performance of our Guest Service and Brand Representatives ensuring smooth and consistent support for our guests.

Requirements

• 8+ years of experience developing solutions on Salesforce Service/Sales Cloud within Agile environments with a proven track record in guiding teams to successfully deliver high-quality solutions
• Proven expertise from architecting and delivering 5+ medium to large-scale Salesforce implementations, owning the solution end-to-end and ensuring successful outcomes throughout the project lifecycle
• Strong knowledge of integration patterns across API’s (REST, SOAP, GraphQL), middleware, event-driven architecture and Salesforce-native APIs across enterprise systems
• Strong hands-on Salesforce engineering knowledge across Apex, LWC, Flows and platform automation
• Experience working with Data Cloud, including customer profile unification, identity resolution, segmentation, activation, and integration across Salesforce clouds (Service, Experience, Loyalty, Commerce)
• Familiarity with Agentforce, including AI-assisted service experiences, agent actions, grounding, prompt design, data access and governance considerations
• Experience leveraging Data Cloud as a foundation for AI and Agentforce use cases, ensuring agents can access the right customer, transaction, loyalty, service, and engagement data in a governed and secure way
• Ability to partner with Enterprise Architecture and translate higher-level solution direction into practical, executable engineering designs
• Excited to share learnings, insights, and best practices with other engineering managers to foster a culture of collective improvement and driving operational excellence
• Proactively identify bottlenecks within the team’s processes and implement improvements to enhance efficiency
• Deep knowledge of the limitations and capabilities of the Salesforce platform, enabling you to make informed, strategic decisions about the suitability of solutions for various business challenges
• Great communication, problem solving, and documentation skills
• Thrive in guiding the team through ambiguity and change maintaining focus on iterative progress and clear objectives

Nice To Haves

• Your passion for your work is paralleled by your passion for getting outside and living it

Responsibilities

• Mentoring and inspiring a team of engineers to deliver high-quality solutions while fostering a collaborative and growth-oriented environment
• Developing and executing strategies to enhance the Guest Services experience and optimize After-Sales Support operations
• Leading the design, development, and deployment of new features within our Salesforce suite ( Service Cloud, Experience Cloud, Commerce Cloud, Loyalty Cloud ) utilizing both declarative and programmatic approaches
• Identifying and addressing technical debt by collaborating with Product Managers and Product Owners to prioritize and resolve in a timely manner
• Working closely with Product Managers and business stakeholders to define clear success metrics and ensure the team delivers impactful outcomes that benefit both customers and the business
• Contributing to a culture of continuous improvement by sharing learnings and technical insights with other engineering managers, enhancing the performance of all teams collectively
• Overseeing unit test coverage and establish continuous improvement processes to maintain the reliability and scalability of the Salesforce solutions, while guiding the team in adopting DevOps and CI/CD best practices
• Working with your team to craft a technical vision that aligns with the overall business strategy, driving innovation and future product development
• Aligning with ARC'TERYX leadership practices and culture in your daily work.

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).

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed