The Arc’teryx Guest Services and After-Sales team offers a service that is authentic, professional, and knowledgeable, striving for a human interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand around the world.
Establishing a Guest Services experience and operations centre of excellence that sets service and operational standards globally, while guiding technology priorities and communication alignment across regional partners
Leading, coaching, and mentoring a team responsible for Guest Services Continuous Improvement, Project Management, Data Analytics, Communications, Knowledge Base, and Guest Sentiment Analysis
Representing Guest Services across cross-functional projects, initiatives, and business changes, ensuring the needs of our guests and frontline teams are understood, prioritized, and incorporated into planning and execution
Serving as the primary liaison between Guest Services and cross-functional partners, driving alignment, clear communication, and effective integration of new processes, tools, technologies, and ways of working
Owning Guest Services communications and documentation, ensuring teams have access to timely, clear, and accurate information that supports operational consistency and execution
Leading guest sentiment reporting and insight sharing, translating guest feedback, team input, and operational data into recommendations and actions that improve the guest experience and team effectiveness
Leading end-to-end operational design and continuous improvement across Guest Services, including current-state assessment, root cause analysis, future-state process design, and implementation of scalable solutions that improve efficiency, consistency, and guest outcomes
Owning Guest Services operational data, reporting priorities, and insight development in partnership with the Guest Services Data Analyst, ensuring decisions are grounded in measurable performance, operational trends, and business impact
Partnering closely with Technology and cross-functional stakeholders to define operational requirements, influence system enhancements, and support the successful rollout and adoption of tools and processes across Guest Services
Managing and influencing Guest Services project intake, prioritization, and change readiness, ensuring resources are focused on the highest-impact initiatives and the department is prepared to adopt change effectively
Driving consistency, alignment, and a defined way of working across global Guest Services teams to support a high-quality, scalable guest experience
Supporting Guest Services senior leadership with projects and initiatives as required
Enhancing communication and cross-functional partnership between Guest Services and other teams, ensuring new initiatives, technologies, and processes are integrated effectively and improve how we operate
Managing the global intake and portfolio of Guest Services initiatives, ensuring projects are prioritized effectively, aligned to department goals, and delivered with clear ownership and coordination
Partnering with regional leaders in EMEA and APAC to align on service and operational standards, improve ways of working, and create greater consistency across Guest Services globally
Evolving the Integrations team’s ways of working, including how the team manages ownership, prioritization, collaboration, and execution in support of Guest Services and cross-functional partners
Strengthening the approach to Guest Services technology planning and portfolio management, ensuring tools and investments are aligned to business priorities, operational needs, and the guest experience
You have 8-10 years of experience in Guest Services, customer service, contact center, or service operations environments, including significant experience in operations-focused roles
You have leadership experience managing and developing teams, with the ability to coach employees across multiple functions and align them around shared priorities
You have deep experience owning operational processes, process design, and continuous improvement in a customer service or contact center environment, including current-state assessment, root cause analysis, and future-state workflow development
You have strong experience owning operational reporting, analytics, and performance measurement, and using data and insights to influence priorities, decisions, and business change
You have strong experience leading cross-functional operational initiatives, project portfolios, and change management efforts, including prioritization, stakeholder alignment, implementation planning, and adoption
You have experience partnering closely with Technology and other cross-functional stakeholders to define business requirements, support systems enhancements, and contribute to successful implementations across service or contact center environments
You have experience working with contact center and service technologies, including case management platforms such as Zendesk, Salesforce, or Oracle; project and workflow management tools such as Jira, Jira Service Management, Monday.com, or similar platforms; and telephony platforms such as Five9, RingCentral, or similar systems
You have experience implementing AI technologies in a contact center or service environment, including AI agents and internal AI tools, and understand how to support their rollout, adoption, and continuous improvement
You have strong presentation, verbal, and written communication skills, and are able to synthesize complex information into clear updates, recommendations, and materials for cross-functional partners and senior leadership
You are a strategic thinker and strong problem solver, able to assess complex situations, identify root causes, and develop effective solutions in a dynamic and evolving environment
You are an adept relationship builder who can collaborate effectively with cross-functional and regional partners, advocate for Guest Services, and drive alignment across teams
You have strong organizational skills and attention to detail, with the ability to manage multiple priorities and bring structure to complex work
You are proficient in Microsoft Office, including strong Excel skills
You have experience working with remote teams and regional partners, and are comfortable navigating global collaboration and differing business needs
You are self-driven, adaptable, and continuously look for better ways of working, with a strong commitment to operational excellence and continuous improvement
You balance autonomy and collaboration well, and are comfortable leading through ambiguity, change, and growth
You seek the best solutions, not simply the easiest ones, and consistently act with integrity and sound judgment
