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 Guest Support Operations Lead acts as a liaison between SSC partners and Guest Support teams by influencing, creating, and executing strategies for continuous improvement and initiative planning within Guest Support. This role is responsible for daily operations as it relates to initiative planning and delivery across Guest Support. This role ensures that changes are delivered to the business with clear communication and effective change management plans in place. Additionally, this role is responsible for collaborating with partners to deliver urgent solutions when issues are impacting field operations for Guest Support teams. Each Operations Lead owns a pillar of the business for which they are the liaison and main cross-functional partner within Guest Support to key partners within the Store Support Centre (SSC).

core responsibilities

• Manage and organize initiatives assigned from the Guest Support intake, including leading intakes through discovery, project planning, executing, monitoring and closing phases.
• Collaborate with intake stakeholders to define project goals, scope, requirements, and deliverables.
• Leads planning and implementation of cyclical operations activities as well as day-to-day educator and guest-facing changes that impact the GEC, ensuring all cross-functional partners are enrolled and that deliverables are completed on time.
• Responsible for maintaining relationships, partnering on business updates, and representing Guest Support in cross-functional meetings.
• Leads and participates in cross-functional working groups to ensure that the needs of Guest Support are considered and included in the execution of initiatives, timing, and communications.
• Provide options and impacts to cross-functional stakeholders and decision-makers with a clear recommendation.
• Escalate and drive the solution of in the moment/urgent operational issues that impact the GEC.
• Leads enrollment strategies to ensure all teams within Guest Support have the information they need on key business updates.
• Maintain strong organization by following Smartsheet intake processes and Guest Support Operations ways of working for all initiatives to ensure intakes are managed with accuracy and efficiency.
• Other projects and duties as required.

qualifications

• Minimum 2 years in an operations or project planning role, ideally in the digital, contact centre, or retail space
• Ability to organize, set priorities and manage multiple projects on tight deadlines
• Ability to hold cross-functional partners and peers accountable
• Excellent communication skills, both written and verbal
• Experience working on cross-functional teams
• Experience leading complex projects
• Experience in initiative change management

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. 

additional notes
Authorization 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 CAD $81,500-$107,000 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 and, 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. Recognizing 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 catalog of development course offerings 
• People networks, mentorship programs, and leadership series (to name a few) 

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.

 
workplace arrangement

Hybrid 

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

 #LI-ravencparker