lululemon

who we are

lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we're in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people.

about this team

The Global Support Enablement team is the backbone of operational efficiency and performance excellence for lululemon’s Educator Help Centre (EHC), our Global Technology Support team. The EHC is crucial in providing frontline technical support to Educators globally in our stores, Store Support Centres, and the Guest Education Centres. We are a collaborative team dedicated to building the processes and programs that empower the EHC to deliver exceptional support experiences to our Educators worldwide. Our key programs include Quality Assurance, Learning, Training and Onboarding, Standard Operating Procedures, Scheduling and Forecasting, and Performance Analytics.

a day in the life: what you’ll do

As an agile and collaborative leader, you will be responsible for leading a team of analysts dedicated to GSE program delivery. You contribute to our exceptional employee experience through clear communication, coaching and mentoring. Leading the centre of excellence for Support Enablement, you partner with Global Leaders (NA, India, EMEA and APAC) in the Support + Operations team to improve Global Support operations and delivery. You will also partner with your direct Manager, in crafting the vision, strategy and execution of the Support Enablement global roadmap.

Responsibilities:

• Lead and directly manage a team of operationally focused Support Analysts, assigning them as needed to program operational duties and roadmap initiatives.
• Lead roadmap planning and delivery including project charters, implementation plans and business requirements, project delivery, go live and sustainment efforts.
• Partner with cross-functional technology teams to drive Support Enablement Initiatives, including but not limited to our Service Excellence and Service Management teams to make enhancements to the EHC’s Incident Management processes
• Own the Support Enablement teams sprint planning cycles from start to finish, guiding the Support Enablement team to effectively manage day-to-day responsibilities and initiative related work.
• Oversee operational programs, including new team member onboarding and training, quality assurance, forecasting and scheduling, and EHC performance analytics, ensuring these programs are effectively delivered and continuously improved.
• Measure and report on key performance indicators and use these metrics to inform your strategies and ensure the best solutions are actioned; use metrics to story tell effectively to key stakeholders and decision makers
• Conduct 1:1 meetings with team members to discuss job performance, career development, and foster connections.
• Plan, lead, and execute daily, weekly, and monthly team meetings based on team priorities.
• Flexible to work evenings or early mornings to partner with our global teams in India, EMEA and APAC

qualifications

• 2-3 years’ experience crafting and delivering strategic roadmaps 
• 1-2 years’ experience in a people leadership role
• Experience within contact centres and 1-2 years’ experience with ticketing systems such as ServiceNow
• Experience in project management and driving strategic initiatives
• Experience working in a global team with multiple hubs
• Strong organisational and multitasking skills, attention to detail is necessary.
• Excellent communicator with strong business acumen and written and verbal skills
• Able to work well under pressure and meet deadlines
• Degree or diploma in Business or a related field is nice to have
• Project Management Professional (PMP) and Agile certification is nice to have

must haves

• Acknowledge the presence of choice in every moment and take personal responsibility for your life.
• Possess an entrepreneurial spirit and continuously innovate to achieve great results. 
• Communicate with honesty and kindness and create the space for others to do the same. 
• Lead with courage, knowing the possibility of greatness is bigger than the fear of failure. 
• Foster connection by putting people first and building trusting relationships. 
• Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriously. 

workplace arrangement 

Your role is classified as In-Person under our global SSC Workplace Policy. 

In-person collaboration and connection are important to our culture. Work is performed onsite, minimum 4 days per week.

additional notes
Authorisation to work in Canada is required for this role. 

compensation and benefits package 

lululemon’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. The typical hiring range for this position is from $112,600-$147,800 annually; the base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive annual bonus program subject to program eligibility requirements.  

At lululemon, investing in our people is a top priority. We believe that when life works, work works. We strive to be the place where inclusive leaders come to develop and enable all to be well. Recognising our teams for their performance and dedication, other components of our total rewards offerings include support of career development, wellbeing, and personal growth:

• Extended health and dental benefits, and mental health plans 
• Paid time off 
• Savings and retirement plan matching 
• Generous employee discount 
• Fitness & yoga classes 
• Parenthood top-up 
• Extensive catalogue of development course offerings 
• People networks, mentorship programs, and leadership series (to name a few)

#LI-ZP #LI-Onsite

Note: The incentive programs, benefits, and perks have certain eligibility requirements. The Company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.