Care & Repair Operational Excellence Specialist

Department
:
Supply Chain Excellence–ReBIRD– Care & Repair Operations

Reports to: Manager, Care & Repair Operational Excellence

Location: North Vancouver, BC

As the Operational Excellence Specialist, Care & Repair, you will ensure our global After‑Sales program delivers a smooth, high‑quality, guest‑centric experience.

You’ll oversee daily performance across the Care & Repair network, monitoring workflows, assessing third‑party execution, and identifying friction points that affect the guest journey. Using performance reviews and data insights, you’ll pinpoint opportunities to streamline processes, improve consistency, and scale best practices.

You’ll collaborate with internal and external partners to ensure quality and turnaround standards are met, providing the guidance and tools needed to strengthen execution. By addressing operational barriers and resolving escalations, you’ll help deliver reliable, efficient, and guest‑focused service every day.

You’ll collaborate closely with cross‑functional teams — including but not limited to guest services, tech, retail and data — as well as external repair partners, to support continuous improvement and drive best‑in‑class service delivery.

This role combines hands‑on operational coordination with analytical and project support, offering the opportunity to influence key decisions that shape the long‑term success of our Care and Repair program.

This role is based out of our North Vancouver office. Candidates must be eligible to work in Canada.

Circularity is at the heart of Arc’teryx’s sustainability vision. Through a program that we call ReBIRD, we service, care for, and give our gear multiple lives. By joining the Care & Repair Ops team, you’ll be part of an innovative space where technology, sustainability and guest experience intersects. This is your chance to make a real impact‑driving change, shaping the future of circularity in fashion, and building solutions that matter.

If you’re passionate about circularity, creating meaningful guest experiences, and continuous improvement, this is the team for you.

• Serve as the subject matter expert and act as the main point of contact, for ongoing Care & Repair operations, tools, and systems, for all regions
• Monitor daily operational performance, ensuring workflows, tools, and partner execution meet quality, compliance, and turnaround standards.
• Collaborate with service partners to identify opportunities, provide recommendations, and lead or support the implementation of changes
• Analyze operational reports and metrics, identifying trends, risks, and opportunities for improved efficiency, cost, or guest experience.
• Propose and support reporting enhancements that improve visibility and operational decision‑making.
• Lead continuous improvement initiatives aimed at elevating guest experience and operational consistency across regions.

• You have a post‑secondary education and 3+ years in a cross‑departmental coordination role
• You bring experience monitoring, analyzing, and optimizing operational workflows, ideally in a multi‑region or multi‑partner environment.
• You have experience supporting vendor management
• You have strong analytical and problem‑solving skills, with the ability to interpret operational data, identify trends, and make actionable recommendations.
• You have strong proficiency in Excel and reporting tools, with the ability to work with dashboards, KPIs, and operational metrics.
• You are comfortable navigating complex systems and technical tools, and can partner with SMEs to troubleshoot system‑related issues.
• You excel at identifying root causes of operational friction and developing solutions that improve service consistency, quality, and turnaround time.
• You have strong ability to ensure process adherence and drive accountability across teams and partners.
• You remain highly flexible and adaptable when faced with ambiguity
• You have a proactive, solution‑oriented and a can‑do attitude.
• You have strong computer skills (especially Microsoft Excel, Visio and PowerPoint)
• You can travel (domestically and internationally) as required

The…