Guest Services Supervisor (Temporary Assignment)

Arc’teryx is seeking a highly motivated and adaptable Guest Services Supervisor for a temporary assignment. In this role, you will lead and coach a team of Guest Services Representatives, ensuring they consistently exceed guest expectations through exceptional product knowledge and service. You'll play a critical role in implementing new processes and driving service objectives within a solution-oriented mindset.

This temporary assignment is expected to begin between September and October 2026, concluding between January and March 2027. The role is based at the Arc’teryx Guest Services location at 565 Great Northern Way, Vancouver, B.C., with potential for hybrid work based on business needs and department policy.

Your Opportunity at Arc'teryx:

As a leader, you will foster a high-performing team, focusing on individual strengths and helping representatives achieve their annual objectives. You will supervise daily operations, collaborate with other supervisors and managers to ensure consistency, and act as a key point of contact for escalated issues and system troubleshooting.

Meet Your Future Team:

The Arc’teryx Guest Services and After-Sales team is dedicated to providing authentic, professional, and knowledgeable service, prioritizing human interaction to inspire guest loyalty and support brand growth.

Core Activities:

• Lead and coach Guest Services Representatives towards high performance.
• Conduct weekly one-on-one check-ins with team members.
• Supervise and coordinate daily operations to meet service level goals.
• Collaborate with peers and management to ensure team consistency.
• Assist with representative inquiries and resolve escalated issues.
• Troubleshoot system errors with technology teams.
• Cultivate a high-performance culture and manage team KPIs.
• Generate reports and audit service levels.
• Conduct formal annual performance appraisals.
• Participate in personnel actions (performance improvement plans, corrective actions, etc.).
• Collaborate with the Guest Services Scheduling team on daily schedules.
• Coach the team on delivering high-quality, guest-centric interactions.
• Encourage engagement in order processes and support team members.
• Guide and lead departmental improvements and evolution.
• Develop French language resources for team operations, training, and communications.

Future Opportunities:

• Support leadership and cross-functional partners by leading meetings and assisting with training.
• Provide insights on projects through user acceptance testing and change management.
• Contribute to developing new service measurements and standard operating procedures.
• Support team growth through interviewing, hiring, and onboarding.
• Facilitate French language interviews.
• Plan and design employee engagement initiatives.

Are You Our Next Guest Services Supervisor?

Requirements:

• 2+ years of experience leading a team of 8-15 individuals or equivalent leadership/coaching experience.
• 3+ years of experience in a Contact Centre Service environment.
• Experience driving employee engagement and recognition programs.
• Fluency in both French and English (reading, writing, speaking).
• Excellent communication and coaching skills in both French and English.
• Post-secondary education in a related field or equivalent experience.
• Proven ability to give and receive feedback and conduct coaching conversations.
• Ability to lead by example, remaining flexible and adaptable.
• Strong problem-solving skills and proactive approach to identifying root causes.
• Inspire continuous improvement and breakthrough thinking.
• Experience navigating difficult conversations.
• Proficiency in Microsoft Office (Excel); knowledge of Salesforce, Calabrio, or similar systems is a plus.
• Knowledge of Arc’teryx products and/or outdoor-related products.
• Passion for the outdoors.

Expectations:

• Minimum three days per week in-office, following a set hybrid schedule.
• Blackout dates apply during peak periods (November 16 - December 18; January 4 - January 8).
• Full-time in-office required from November 24 - December 5.
• Full-time in-office required for the first 2 months of training.

Compensation:

• Salary Range: $71,000 - $80,000 per year.
• This range includes base pay, which is determined by skills, experience, and responsibility level. Individual pay is competitive and regularly reviewed.

Total Rewards:

Arc’teryx offers a comprehensive benefits package designed to support your work and life:

• Health & Wellbeing: Extended health, dental, vision, mental health support, fertility benefits, gender-affirming care, and 24/7 EAP.
• Financial Wellbeing: RRSP matching, eligibility for Annual Incentive Plan, and ESPP.
• Time & Flexibility: Paid time off, wellness time, and No Wasted Day program.
• Family Support: Parental leave top-up and nesting period.
• Growth, Community & Gear: Professional development, Arc’teryx Academies, Employee Belonging Councils, and employee discounts/Pro Deals.

Equal Opportunity:

Arc’teryx is committed to fostering an inclusive and diverse workplace. We believe in equal opportunity and fair treatment for all.