Lead, ReBIRD Service Operations - Arc'teryx, North Vancouver

Role overview

As the Lead, ReBIRD Service Operations - NAM, you will play a pivotal role in delivering the North American ReBIRD service experience. This involves executing and operationalizing various services and programs throughout the region. You will serve as a crucial link between the NAM region and the Global capability team, contributing significantly to the operational readiness and successful adoption of ReBIRD service initiatives. Your work will champion the Arc’teryx ReBIRD Guest experience, ensuring global programs are implemented effectively across all North American 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.

The ReBIRD team, operating under the Circularity umbrella, is dedicated to supporting the warranty and repairs program, service centres within retail, and the resale program. The global ReBIRD program is committed to delivering an exceptional Guest experience across all Commercial touchpoints, including Guest Services, After Sales, Branded activations, and especially within our owned Vertical channels like Retail and eCommerce.

Day-to-day

In this dynamic role, your current responsibilities would include:

• 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.

Looking ahead, your contributions could expand to include:

• 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 field partners.
• Assisting in audits and reviews to improve performance, process adherence, and visibility across the ReBIRD service network within North America.

What you'll bring

To thrive as the Lead, ReBIRD Service Operations - NAM, you should possess:

• A bachelor’s degree or post-secondary education in Business, Commerce or a related field.
• 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.
• Experience supporting or leading projects and initiatives, with exposure to cross-functional collaboration.
• A passion for Guest facing experience design in service and experiential retail.
• Experience supporting operational change and continuous improvement initiatives.
• Strong communication and presentation skills, with the ability to work effectively across teams.
• A collaborative team player who can influence partners across functions.
• Proactiveness in identifying the root cause of issues and contributing solutions.
• Adaptability and comfort working in evolving, fast-paced environments.
• The ability to balance independent execution with strong collaboration.
• Commitment to delivering high-quality outcomes and doing what is right.
• A passion for your work paralleled by your passion for getting outside and living it.

Benefits

Arc'teryx is committed to providing a comprehensive total rewards package designed to support both your professional and personal life. In addition to competitive base pay, benefits include:

• Health & wellbeing: Extended health, dental, and vision coverage, including mental health support, fertility benefits, gender-affirming care and a 24/7 Employee Assistance Program (EAP).
• Financial wellbeing: RRSP matching and eligibility for Arc'teryx Annual Incentive Plan and access to Employee Stock Purchase program (ESPP) where applicable.
• Time & Flexibility: Paid time off, wellness time, and No Wasted Day program (dedicated paid days to get outside & explore).
• Family support: Parental leave top-up and a nesting period for new parents.
• Growth, community & gear: 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).