Coordinator, Product Quality Experience

Company Description

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. At Canada Goose, you're part of a movement that belongs to something bigger. One that seeks out the restorative power of nature and is driven by a purpose to keep the planet cold and the people on it warm. We endure any condition, observe every detail, and are building a community that believes in living bravely and coming together to support game-changing people.

Here, opportunities are everywhere - to try something new, to learn, to do meaningful and impactful work, and they're yours for the taking.

The Product Quality Experience Coordinator will support Warranty Operations by finding creative, efficient, and effective repair methods for the wide range of products offered by Canada Goose. This role will work closely with Product and Technical Engineers to proactively find solutions and support Warranty Operations Team for efficient and effective execution of operations. During peak season, the Warranty Repairs Coordinator will also support the Warranty Operations team with inspections and all necessary tasks to meet service levels set and promised to our customers.

What You'll Do:

• Assist in determining what RM are needed from analyzing
• Liaise with cutting room department when parts require re-cutting
• Update “Style Management” in Salesforce to ensure all necessary information required for Warranty lives in Salesforce for easy access from call centers and repair facilities
• Provide simplified repair explanations/training tools to call centers to ensure Brand Ambassadors know how to speak of the new product/features and the repairs
• Inspect and analyze all jackets and accessories submitted through the Warranty & Repairs process and determine whether they fall under the warranty domain
• Order, manage and prepare all repair samples for time study
• Record and manage the digital repairs archives (visual guidance and setting baseline for repair facilities)
• During new season/product roll out, Warranty Repairs Coordinator will support in Product Knowledge sessions/repairs training to ensure repair offerings are globally aligned
• Support with repairs cost/pricing valuation
• Working with RM planning, initiate and ensure all new RMs are ordered and dispatched to all global repair facilities
• Assist in facilitating wear testing
• Liaise with external contractors for repairs not performed in-house
• Work with Warranty Operations team in providing monthly feedback to all stakeholders on product performance and warranty trends to ensure the business is working towards short and long-term solutions
• Communicate with Customer Experience team on a daily to provide regular updates on status of claims
• Maintain Warranty Repairs & Visual Standards Log
• Update warranty system through each step of warranty repair process
• During peak season and when volume is high, Warranty Repairs Coordinator will support the Warranty Operations team with the operational daily tasks to ensure Warranty Operations SLA and our promise to our customers are being met
• Share anticipated risks/repairs for new styles to Warranty Operations team so that Operations team can loop back and submit QA issues to CAPA and ensure all stakeholders are notified and working towards short & long-term solutions
• Attend Proto meetings to review new styles in the development pipeline to mitigate risk and provide feedback to QA, PD, PE, and PIC during the development cycle
• Find effective and efficient repair methods on old and new styles
• Conduct time study on product categories with Warranty
• Update and manage the repair types offered through Warranty in Salesforce
• Support the preparation of quarterly Product Insights Report
• Benchmark what is considered warranty vs. value added services
• Perform quality assurance tests after repairs are completed

About You:

• Excellent written and verbal skills
• Goal-oriented and self-motivated individual with ability to work under pressure independently or in team environment
• Proficiency in MS Office
• Degree in Fashion/Textile manufacturing required
• Demonstrated analytical skills and attention to detail
• Familiarity with pattern making, cutting, sewing and garment construction
• Strong knowledge of garment construction and patternmaking
• Proficient in Salesforce is an asset
• Strong organizational skills and ability to multi-task and work in a fast-paced environment to ensure SLA and KPIs are achieved
• Experience in a manufacturing and/or garment industry
• Excellent interpersonal and communications skills
• 2 – 4 years’ experience in Manufacturing/Quality Assurance field

Additional Information

What’s in it For You?

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

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. We believe every one of our team members enriches our diversity by exposing us to varying ways to understand the world, identify challenges, and to discover, design, produce, and deliver great products and service. Our different perspectives are what enable us to create, dream and live in the open.

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.

There are multiple ways to interview with us! If you require any interview accommodation for your interview, please e-mail us at [email protected].