Senior Manager, Guest Services Strategy and Enablement

Department : NAM - Guest Services

Reports to :
Director, Guest Services

Location :
Vancouver, B.C.

Your Opportunity at ARC’TERYX
As the Senior Manager, Guest Services Integrations, you will play a critical role in leading the operational development of Guest Services across process, technology, data, and cross‑functional ways of working. As the senior operational representative for Guest Services, you will ensure the needs of our guests and frontline teams are reflected in business initiatives, process design, systems changes, and experience decisions that impact how we operate.

You will lead the work that enables Guest Services to operate with greater clarity, consistency, and impact, while strengthening alignment with regional and cross‑functional partners. This role will help establish and evolve best practices, support global ways of working, and build a centre of excellence in North America that contributes to the long‑term growth of Guest Services.

You are a strategic, collaborative, and operationally minded leader who can influence across teams, connect priorities, and translate ideas into meaningful improvements for both the guest experience and the way our teams work.

This role is currently based out of our Vancouver office and is open to a hybrid work arrangement.

Meet Your Future Team
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.

Core Activities

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

Future Work

Enhancing communication and cross‑functional partnership between Guest Services and other teams, ensuring new initiatives, technologies, and processes are…