Program Manager, Omnichannel Retail Experience - NAM

Job description

**Department**: Business Excellence **Reports to:** Senior Manager, Omnichannel Operations - NAM **Location:** North Vancouver **Your Opportunity at ARC’TERYX:** 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. **Meet Your Future Team:** 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 ### If you were the Program Manager Omnichannel Retail Experience now, here are some of the activities you would be doing: **Drive Adoption & Field Impact** - **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. **Support Change Management & Training Strategy** - 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 Program Rollout & Enhancements** - 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 issues early, and resolve them independently or in partnership with others. - Ensure our NAM operating model, documentation, and KPIs are clear and ladder into that Global alignment for future growth and standards - Plan and facilitate omnichannel store visits, partnering with cross-functional teams to identify opportunities, capture feedback, and improve program execution. **Measure, Analyze & Optimize** - Partner with the Omnichannel team to bring together quantitative performance data and qualitative feedback from store teams, pinpointing where programs can be optimized for the greatest impact. - Monitor and support omnichannel support tickets, escalating issues as needed and partnering with the appropriate teams to identify root causes, closing tickets, and improve store execution. - Analyze guest behavior and feedback to surface pain points and improvement opportunities. - Design and run pilot programs and A/B tests to validate new Omnichannel technologies and service models before they scale. - Partner with the Omnichannel team to create, manage, and deliver reporting on program performance, guest satisfaction, and ROI — ensuring success metrics capture the biggest possible business impact. - Manage requests and priorities across multiple stakeholders and provide ad hoc support across the Business Excellence team as needed. - Own the Omnichannel SOP framework, ensuring all store-facing processes are standardized, up-to-date, clearly documented, and routinely audited to support consistent execution across stores and evolving program capabilities. ### Here are some things you could be working on in the future: - Collaborating with the Senior Manager, Omnichannel, and others from across the business, to conceptualize, plan, and deliver new programs and services for our guests and teams. - Developing experience strategies for existing initiatives and pilot programs. - High adoption and operational compliance of Omnichannel programs across NAM stores. - Improved guest and associate experience metrics. - Reduced program-related support tickets and operational friction. - Successful rollout of new capabilities with minimal disruption to stores. - Actionable field insights that directly influence the Omnichannel roadmap and future investments. ### Are you our next Program Manager, Omnichannel Retail Experience? - You have at least 5 years of experience in program or project management - You are comfortable managing initiatives and integrations across an organization, bridging functional areas such as Operations, Ecommerce, Retail, and Information Technology - You are skilled in gaining alignment and making it easy for stakeholders to act - You possess strong organizational and time management skills and can coordinate & prioritize tasks from multiple projects. - High adoption and operational compliance of Omnichannel programs across NAM stores. - Improved guest and associate experience metrics. - Reduced program-related support tickets and operational friction. - Successful rollout of new capabilities with minimal disruption to stores. - Actionable field insights that directly influence the Omnichannel roadmap and future investments. - You have strong attention to detail and embrace ambiguity as an opportunity to create clarity and direction. - You are confident at working with retail teams, and HQ departments - You effectively balance autonomy with collaboration - You are proactive in identifying the root cause of issues and developing solutions - You have a bias to action and are unafraid to question assumptions - You seek the best (but sometimes not the easiest) solutions, with an unwavering commitment to do what is right - You ideally have experience of Omnichannel logistics and business rules implementation. - You have strong analytical, organizational and communication skills. - You are an adaptable, pragmatic problem solver. - You’re able to drive program initiatives and deep dive to understand key customer problems and/or business impacts. - You think critically and understand the business needs of a program holistically. - You implement on a program plan based on strategic solutions and ensure excellence in day-to-day operations. - You manage program issues/risks and provides recommended solutions/course of action. ### Compensation The salary range for this role is: CAD$94,000 - CAD$124,000