Senior Manager, Guest Services (Contact Centre) Integrations

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 human‑interaction above all else. By doing so, we inspire guest loyalty and support the growth of our brand around the world.

Key Responsibilities

• 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 Areas

• 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

Qualifications

• You have 8‑10 years of experience in Guest Services, customer service, contact centre 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 centre 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 centre environments
• You have experience working with contact centre 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 centre 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

Total Rewards

Most new team members join between the start and midpoint of the range, where you can contribute right away while continuing to grow your craft, your collaborations, and your impact at Arc’teryx. This range reflects market alignment and the scope of the role. Individual pay isdeterminedby your skills, experience, and level of responsibility.

We’recommitted to fair,equitable, and competitive pay, reviewed regularly to ensure internal alignment and market relevance. Transparency is part of how we follow through on our commitments and how we honour the value you bring to our team.

In addition to base pay, Arc’teryx supports people through benefits designed to sustain both work and life:

• Health &wellbeing – Extended health, dental, and vision coverage, including mental health support, fertility benefits, gender‑affirming care and a 24/7 Employee Assistance Program (EAP).
• Financial wellbeing – RRSP matching and eligibility for Arc’teryx Annual Incentive Plan and access to Employee Stock Purchase program (ESPP) where applicable.
• Time & Flexibilit y – Paid time off, wellness time, and No Wasted Day program (dedicated paid days to get outside & explore).
• Family support – Parental leave top‑up and a nesting period for new parents.
• Growth, community & gear – Professional development opportunities, Arc’teryx Academies (outdoor skill‑building events), Employee Belonging Councils, and access to employee discounts and Pro Deals (exclusive discounted pricing on gear).

*Eligibility for certain programs may vary by role.*

Equal Opportunity

Arc’teryx is committed to actively creating and fostering a culture of inclusivity where voices are heard, people are seen, and values are respected. We care about the uniqueness of our applicants, employees, and guests, and we do so in a safe space fueled by curiosity and acceptance.

Creating an inclusive workplace is connected to our core value Do Right while also having the added benefit of helping make our business better. We believe inclusion helps us to create a healthier, happier workplace, drive creativity and innovation, and reflect the communities where we operate.

All applicants, employees, and guests can expect equality of opportunity and fair treatment in alignment with our values.