Program Manager, OMNI Channel Retail

Department

Business Excellence

Senior Manager, Omnichannel Operations - NAM

North Vancouver

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.

Operations Solutions plans and deploys services, tools and initiatives that support our retail and digital teams in the service of our guests and store teams. We collaborate with cross-functional resources and external vendors to define and deliver our roadmap, and we inform intuition with data to continually improve our decision-making. Our team helps to prepare our business for the future, while ensuring we operate at our best in the present

• 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.

• 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 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…