Department: Commercial - Guest Services
Reports to: Manager, Guest Services Training
Location: North Vancouver, BC
Your Opportunity at ARC’TERYX:
As the Instructional Design for the Guest Services department, you are responsible for leading the successful design and creation of Guest Service team learning experiences that drive passion and knowledge, enabling the delivery of an exceptional guest experience. Specifically, you will focus on the build-out and continual improvement of our onboarding and staff development programs ranging from eLearning to facilitator-led training events. In this highly collaborative role, you will work with cross-functional partners to create transformational learning experiences to address staff development and training delivery needs. Using your innovative mindset, you will assess ways to make our Guest Services (GS) training content uniquely Arc’teryx. You approach instructional design from the learner’s perspective, first and foremost. You reflect and get curious about how learning delivery and content is received and adapt future content to address feedback. You are obsessed with creating practical, hands-on learning that is engaging and has a positive and memorable impact on each team member’s learning journey.
This role is primarily based out of our North Vancouver office and is open to hybrid remote work. Candidates must be eligible to work in Canada.
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 in our epicenter cities and around the world.
Part of the Guest Services and After-Sales team, the Guest Services Training Team works in service to delivering an industry leading guest experience while scaling for business growth and establishing a global Guest Services Training experience. Our small but mighty Guest Services Training team is growing quickly and determined to deliver engaging, fun, and best-in-class learning programs that cater to the diverse and changing needs of our growing business. You will be designing learning experience to create training that unleashes your teams’ potential, building a high-performance culture.
If you were the Instructional Designer, Guest Services now, here are some of the core activities you would be doing:
- Collaborating with Manager, Guest Services Training, the Guest Services Training Team, and key stakeholders to create and execute a training strategy that enables the successful roll-out of seasonal and ongoing training initiatives
- Leading the end-to-end design and development of innovative and varied Arc’teryx authentic curriculum and instructional materials (e.g., eLearning, presentations, facilitator guides, etc.) in alignment with Guest Services training strategy
- Working cross-functionally with subject matter experts across the Guest Services and commercial teams to build out accurate and effective training content
- Creating and managing project plans that comprehensively detail project goals, key milestones, timelines, and required project resources
- Conducting needs assessments to understand training gaps and requirements
- Developing and implementing evaluation criteria that measures training effectiveness and strategic impact
- Engaging with and working alongside Guest Services Team members to stay connected to the business and understand training needs
- Staying up to date on industry standards and emerging trends in adult learning theory, instructional design methods and industry leading tools and applications
Here are some of the things you could be working on in the future:
- Collaborating with Guest Services trainers and department leaders to develop training strategy and programs for Guest Services department support roles.
- Leading LMS implementation to support Guest Services training programs
Are you our next Instructional Designer, Guest Services?
- You have a bachelor’s degree or post-secondary education in education, organizational behaviour, instructional design, a related field, or comparable experience
- You have 4+ years’ experience in corporate training or learning design (retail or call centre experience is considered an asset)
- You have experience working with Learning Management Systems (LMS)
- You have demonstrable experience with creative tools such as Adobe Creative Suite, Final Cut Pro, and Instructional Design authoring tools (Articulate Rise, Storyline, 7Taps or others) (portfolio or work samples will be requested)
- You have extensive experience using Instructional Design methods (ADDIE, SAM, etc.) and designing learning in alignment with Adult Learning best practices
- You can foresee barriers and opportunities with implementing new training, and are solution-oriented
- You have excellent communication and interpersonal skills, and a demonstrated ability to build relationships across all levels of the organization
- You thrive in an agile environment and can balance multiple priorities at once
- You can multi-task, meet deadlines, and manage priorities working in a fast-paced environment
- You have excellent project management skills
- You remain highly flexible and adaptable when faced with ambiguity
- You are able to balance autonomy and collaboration
- You inspire breakthrough thinking and continuous improvement
- You are proactive in identifying the root cause of issues, seeking the best (sometimes not the easiest) solutions with an unwavering commitment to do what is right
- Your passion for your work is paralleled by your passion for getting outside and living it
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.
Leave it Better
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