Supervisor, 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 Supervisor will lead the drive in finding new and creative repair solutions to ensure most efficient and effective repairs are rolled out for warranty operations. Working closely with the Warranty Operations Supervisor, the Product Quality Experience Supervisor will look for product performance trends and articulate these opportunities back to the business for continuous product improvement but find creative solutions to ensure repairs are rolled out effectively. This candidate must be proactive and forward thinking with focus on innovation and continuous improvement to ensure customer’s experience is as seamless as possible. This candidate will also work closely with cross-functional partners to ensure testing and to help mitigate risks.

What You'll Do:

• Attend Proto meetings to review all styles in the development pipeline to mitigate risk and provide feedback to cross-functional partners and to ensure repairability is taken into consideration
• Provide insights of new developments to determine authentication of products and support the Supervisor and Manager of Warranty Operations in updating all Anti-Counterfeit documents
• Support in recruitment, selecting, onboarding, and training new team members
• Work closely with PPI to ensure for better alignment with cross functional partners
• Provide regular feedback to various departments regarding common repairs and manufacturing defects to improve future development
• Lead and/or support cross-functional projects
• Determine best solution for repairs for the evolving product mix
• Review the different repair types in Salesforce and add/revise repairs as necessary
• Prepare and organize product knowledge kits and training decks to educate other global repair facilities and call centers on new styles out in the market
• Working closely with the Technical Engineers and MD, determine new technology and machinery required for new and innovative repairs
• Maintain appropriate training tools (SOPs) and ensure they are updated on a regular basis
• Ensure the call centers are trained on new repairs and understand what they are and how to speak of these repairs to customers
• Conduct performance reviews and responsible for the professional development of the Product Quality Experience team
• Oversee “Style Management” with Warranty Operations Supervisor and ensure all new styles and product information is updated into Salesforce
• Monitor industry standards and implement best practices and look for innovative ways to drive repairs forward
• Deliver customer feedback and product insights back to the business
• Ensure all new repair recordings, guidelines/tips and documentations are shared to global repair facilities and followed
• Work with Sales Planning and Consumer Education to keep up to date with launch dates of new products
• Support in conducting time studies and lead the cost analysis of new repairs (old and new styles)
• Work with QA & Development teams to ensure products are meeting performance expectations and conduct wear tests where and when needed
• Pull RM lists to better prepare for the new product mixes coming out onto the market
• Oversee the Product Quality Experience team and drive the initiative in finding new and creative repair solutions to ensure repairs are efficient and effective in order for Warranty Operations to be able to execute and maintain the agreed upon service levels
• Hold regular meetings to update internal teams of new developments and new style and repair roll outs
• Working closely with the Operations team, leverage data to identify, articulate trends and opportunities of Canada Goose products back to the business
• Validate Product Knowledge Kits to ensure design feature claims and colours are correct for the style and collection
• Working closely with PIC to update testing standards with data driven from Warranty Operations
• Evaluating repair time/cost on a regular basis to reflect accurate costing in the rapidly evolving repairs world

About You:

• Goal-oriented and self-motivated individual
• Proficiency in MS Office
• Excellent problem solving, interpersonal and communications skills
• 1 – 2 years in similar management role
• Strong knowledge of garment construction and patternmaking
• Experience in a manufacturing and/or garment industry
• Proficient in Salesforce
• Must be familiar with equipment used in the apparel industry
• Creative thinker who continuously looks for opportunities to innovate
• Must be familiar with textile and apparel testing methods
• Degree in Fashion/Textile manufacturing required
• Must be familiar with manufacturing techniques and knowledge of apparel manufacturing
• Demonstrated analytical skills and attention to detail
• Strong organizational skills and ability to multi-task in a fast-paced environment
• Excellent written and verbal skills
• 2 – 4 years’ experience in Manufacturing/Quality Assurance field
• Familiarity with pattern making, cutting, sewing and garment construction

Additional Information

What’s in it For You?

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

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].