Program Manager, OMNI Channel Retail Experience

ARC'TERYX • Vancouver, BC

1d • CA$108,000 - CA$142,000 • Onsite

About The Position

As the Program Manager, Omnichannel Retail Experience, you will be responsible for how Omnichannel programs are adopted, executed, and continuously improved across Arc'teryx's North American retail fleet. Working closely with Retail Operations, Training, Guest Services, Ecommerce, and Technology teams, you will ensure store teams are equipped with the tools, processes, training, and support required to deliver best-in-class Omnichannel experiences. You will act as the voice of the field for Omnichannel initiatives, identifying opportunities to improve execution, remove operational friction, and strengthen the connection between digital and physical retail experiences. Through cross-functional partnership, operational leadership, and change management, you will help drive adoption, enhance guest outcomes, and support the future growth of Arc'teryx's Omnichannel business.

Requirements

• At least 5 years of experience in program or project management
• Comfortable managing initiatives and integrations across an organization, bridging functional areas such as Operations, Ecommerce, Retail, and Information Technology
• Skilled in gaining alignment and making it easy for stakeholders to act
• Strong organizational and time management skills and can coordinate & prioritize tasks from multiple projects.
• High adoption and operational compliance of Omnichannel programs across NAM stores.
• Improved guest and associate experience metrics.
• Reduced program-related support tickets and operational friction.
• Successful rollout of new capabilities with minimal disruption to stores.
• Actionable field insights that directly influence the Omnichannel roadmap and future investments.
• Strong attention to detail and embrace ambiguity as an opportunity to create clarity and direction.
• Confident at working with retail teams, and HQ departments
• Effectively balance autonomy with collaboration
• Proactive in identifying the root cause of issues and developing solutions
• Bias to action and are unafraid to question assumptions
• Seek the best (but sometimes not the easiest) solutions, with an unwavering commitment to do what is right
• Strong analytical, organizational and communication skills.
• Adaptable, pragmatic problem solver.
• Able to drive program initiatives and deep dive to understand key customer problems and/or business impacts.
• Think critically and understand the business needs of a program holistically.
• Implement on a program plan based on strategic solutions and ensure excellence in day-to-day operations.
• Manage program issues/risks and provides recommended solutions/course of action.

Nice To Haves

• Ideally have experience of Omnichannel logistics and business rules implementation.

Responsibilities

• Drive Adoption & Field Impact: Own how omnichannel tools and programs land in stores. Partner with the Senior Manager, Omnichannel Operations – NAM, Retail Training, and store teams to drive adoption, optimize day-to-day operations, close training gaps, and equip teams to deliver the best possible guest experience.
• Represent Omnichannel across the business: Act as the voice and advocate for Omnichannel to stores, Retail Managers, Area Directors, senior leaders, and cross-functional partners — and continuously refine how we communicate our mission and differentiation.
• Support Change Management & Training Strategy: Partner with the Change Management team to define the level of change and impact each project initiative has on Omnichannel retail programs and cross-functional partners, and align on how that change gets managed.
• Partner with the Retail Training team to build scalable training content that reinforces the most critical behaviours, success measures, and operating standards for Omnichannel programs, ensuring materials support initial rollout, new-hire onboarding, and future new store openings.
• Work cross-functionally to identify risk and build proactive solutions ahead of rollout.
• Serve as a key stakeholder in project plans with Retail Training, Operations Solutions, and Technology, ensuring new capabilities are clearly communicated and existing capabilities are continually analyzed — enrolling the right partners to guarantee project success.
• Own Program Rollout & Enhancements: Own store delivery of core Omnichannel program enhancements across Click & Collect, Click & Ship, MPOS, and Endless Aisle — ensuring each identified program is continuously enhanced and improved.
• Support User Acceptance Testing and onboarding documentation in partnership with cross-functional teams.
• Conduct research and discovery on best-in-class Omnichannel experiences to inform program design.
• Keep cross-functional partners updated on project statuses that impact Omnichannel programs, and maintain the project documentation — briefs, aligned requirements, timelines, and status reports — so all key stakeholders stay informed.
• Identify risk and issues early, and resolve them independently or in partnership with others.
• Ensure our NAM operating model, documentation, and KPIs are clear and ladder into that Global alignment for future growth and standards.
• Plan and facilitate omnichannel store visits, partnering with cross-functional teams to identify opportunities, capture feedback, and improve program execution.
• Measure, Analyze & Optimize: Partner with the Omnichannel team to bring together quantitative performance data and qualitative feedback from store teams, pinpointing where programs can be optimized for the greatest impact.
• Monitor and support omnichannel support tickets, escalating issues as needed and partnering with the appropriate teams to identify root causes, closing tickets, and improve store execution.
• Analyze guest behavior and feedback to surface pain points and improvement opportunities.
• Design and run pilot programs and A/B tests to validate new Omnichannel technologies and service models before they scale.
• Partner with the Omnichannel team to create, manage, and deliver reporting on program performance, guest satisfaction, and ROI — ensuring success metrics capture the biggest possible business impact.
• Manage requests and priorities across multiple stakeholders and provide ad hoc support across the Business Excellence team as needed.
• Own the Omnichannel SOP framework, ensuring all store-facing processes are standardized, up-to-date, clearly documented, and routinely audited to support consistent execution across stores and evolving program capabilities.

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: Mid Level
• Education Level: No Education Listed