Supervisor, Warranty Operations (12 Month Contract)

Supervisor, Warranty Operations (12 Month Contract)

Location: CGS1

Address: 33 Commander Blvd Scarborough, Ontario M1S 3E7 Canada

Job Title: Supervisor, Warranty Operations (12 Month Contract)

Canada Goose isn't like anything else. We've built something great, something special - an iconic lifestyle brand with an inspirational and authentic story. At the heart of it is our promise to inspire and enable all people to thrive in the world outside. To Live in the Open.

Position Overview:

The Warranty Operations Supervisor will lead the Warranty Operations team in executing the day-to-day operations to provide a seamless journey to our consumers. Responsibilities include aligning garment inspection to the end of the Warranty journey to ensure customer-initiated quality issues are dealt with promptly. This position will work in close collaboration with many departments within the Canada Goose organization – but not limited to Production, Operations, Product Team, Customer Experience and Quality Assurance to ensure all cases are executed and resolved promptly.

What You’ll Do:

• Oversee daily warranty operations in Canada and support other regions to ensure all tasks are executed efficiently and effectively to deliver on SLA
• Support in recruitment, selecting, onboarding, and training new team members
• Conduct performance reviews and responsible for the professional development of the Warranty Operations team
• Monitor that all Warranty processes are followed
• Support cross-functional projects
• Maintain current reporting for internal and external stakeholders
• Work cross functionally with our repair facilities to ensure alignment of Warranty activities to ensure continuity and consistency of the customer’s Warranty journey
• Provide support/training to our contact center and retail teams related to processes, repairs, product knowledge, and quality standards
• Inspect and analyze all jackets/accessories/products submitted through the Warranty program and determine whether they fall under the warranty domain
• Determine the best solution for repairs and process each claim accordingly
• Support team in determining authentication of products in collaboration with cross-functional partners to ensure there is continuous updating of Anti-Counterfeit documents
• Update the warranty system through each step of the warranty repair process
• Working closely with the sewing supervisor & operators, ensure all repairs promised to the customer are executed up to QA standard and provide feedback to the sewing supervisor & team
• Perform quality assurance tests after repairs are completed and communicate/provide feedback on repairs that do not meet QA standards and support to ensure continuous training/uptraining is maintained
• Oversee raw materials inventory for Warranty operations
• Liaise with the cutting room department when parts require cutting for panel replacements
• Liaise with external contractors for repairs not performed in-house
• Communicate with the Customer Experience team daily to provide regular updates on the status of cases
• Work closely with the Salesforce Administrator to continually evolve the Warranty platform for better data collection
• Identify key trends of products coming back for repairs and provide regular feedback to various departments to improve future development
• Identify key trends of repairs and products coming back for repairs and maintenance
• Holds weekly operation meetings with repair facilities and provides support where needed
• Maintain appropriate training tools (SOPs) and ensure they are updated regularly
• Work closely with Product Quality Experience and Production teams to ensure new machines/technology required to offer warranty repairs is ordered and set up promptly
• Working closely with the Product Quality Experience team, to ensure Style Management is up to date and for improved data collection
• Track Monthly Vendor Performance for up training opportunities and alignment

Let's Talk About You:

• Degree in Fashion/Textile manufacturing required
• 3 – 5 years experience in Manufacturing/Quality Assurance field
• 2 – 3 years in a similar management role
• Familiarity with pattern making, cutting, sewing and garment construction
• Must be familiar with manufacturing techniques and knowledge of apparel manufacturing
• Must be familiar with equipment used in the apparel industry
• Proficiency in MS Office
• Excellent written and verbal skills
• Experience in a manufacturing and/or garment industry
• Strong knowledge of garment construction and patternmaking
• Demonstrated analytical skills and attention to detail
• Strong organizational skills and ability to multi-task in a fast-paced environment
• Excellent problem-solving, interpersonal and communication skills
• Creative thinker who continuously looks for opportunities to innovate
• Goal-oriented and self-motivated individual
• Proficient in Salesforce an asset

What’s in it For You?

• A company built on Canadian roots and heritage
• Your work is recognized with a comprehensive and competitive Total Rewards Program
• Opportunities for career growth through numerous internal and external programs
• Recognize and be recognized by your peers with our Goose Rewards & ICON Rewards
• Be a part of CG Gives. Donation matching and paid volunteer time to help the organizations you care about
• Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues
• Inspiring leaders and colleagues who will lift you up and help you grow

We believe in the power of inclusion and are passionate about building and sustaining an inclusive and equitable working environment where all employees can bring their authentic selves to work everyday. Canada Goose is an equal opportunity employer and is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

If you require any interview accommodation for your interview, please e-mail us at HR@canadagoose.com.

Why work here?

At Canada Goose, you’ll find purpose in keeping the planet cold and the people on it warm. As part of our team, you’ll embrace your inherent responsibility to give back, protect our environment, and make a meaningful impact—all while experiencing that unique ‘Canadian Warmth’ that defines our culture.

About Us

Canada Goose isn't like anything else. We’ve built something great, something special – an iconic brand with an inspirational and authentic story. Here, opportunities are everywhere – to try something new, to learn, to do meaningful and impactful work, and they’re yours for the taking.

We embrace diversity in all its forms and definitions and strive to remove barriers to create an inclusive culture and equitable workplace where everyone can live authentically, every day and in every situation.