Lululemon

about the team

The Guest Education Centre (GEC) is our contact centre at lululemon—our digital frontline connection. It serves our North American guests through an omni-channel experience, engaging with guests and supporting their purchasing and resolutions needs.

job summary

The Operations Manager, GEC Service Recovery role supports the Manager, GEC Service Recovery in driving people and business performance and guest experience against key performance indicators for their team and region. They manage, coach, and develop a diverse team of Team Leads remotely and, through them, a large team of Educators. In collaboration with other leaders, the Operations Manager, GEC Service Recovery oversees daily operations, with a guest loyalty and guest experience focused mentality.

Applicants must reside in one of the following time zones: ET, AT, or NT, and will manage a remote team located in Eastern North America.

core responsibilities of the job

leadership & people management

• Plan and facilitate 1:1 and group meetings on a regular cadence to drive team performance and foster connection with Team Leads & their teams.
• Lead ongoing learning and development of Team Leads consistently and equitably by providing and documenting direct feedback, coaching, mentoring, continuous career and personal development check-ins and performance management activities.
• Create and foster a respectful and inclusive team environment by welcoming and celebrating each employee to ensure a supportive, productive, and fun experience for all team members, virtually and in person as required.
• Identify and address all employee concerns and issues, including knowing when to partner with cross functional teams to take appropriate action.
• Implement the Manager’s people vision and engagement plans to enhance team engagement and morale for your region, cascade it to team members, and assess impact.
• Responsible for allocating monthly rewards budgets for your team.
  
  

guest experience & operations

• Responsible for driving guest loyalty and service recovery through team performance by executing Manager's strategies and setting goals to ensure delivery of high level of service.
• Address emergent issues, including guest escalations and urgent requests, working in partnership with cross functional teams as required.
• Diagnose and communicate guest experiences trends and operational barriers to employee day to day performance, propose possible solutions, and execute strategies to improve experience as directed by Manager.
• Responsible for planning and delivering relevant content for staff meetings and organizational business review meetings as required by manager.
• Partner with key cross-functional teams to ensure clear communication, team performance and engagement, and execution of business initiatives and content, as directed by manager.
• Enroll team in priorities of the business and execute strategies to meet or exceed key performance indicators.
• Under the direction of your manager, perform/complete execution of prioritized projects, duties, and assignments as required and/or by request.

job requirements:

eligibility

• Must be legally authorized to work in the country where their region is located

schedule/availability

• Work occurs on a variable schedule which could include early mornings, mornings, afternoons, evenings, and late nights, as well as weekends and holidays.
• Work is completed remotely at a desk.

experience

• 3+ years people management experience (including hiring, onboarding, and holding employees accountable to performance expectations)
  
  

job assets (i.e. nice to have; not required)

• Education: High school diploma, GED or equivalent
• Education:  Bachelor’s Degree or equivalent
• Experience in contact centre or retail leadership
• Experience leading remote teams
  
  

what we look for:

• Inclusion & Diversity: Creates/supports an inclusive environment that values/celebrates differences
• Integrity: Behaves in an honest, fair, and ethical manner
• Leadership: Is able and desires to lead, influence, and inspire others; motivates, empowers, develops, drives for performance, and directs people as they work
• Decision Making/Problem Solving: Identifies opportunities for improvement; evaluates alternatives and makes effective, timely decisions
• Team Building: Creates and develops teams that maximize accomplishments; encourages unique contributions and different perspectives
• Strategic Thinking: Considers the lasting implications of decisions; Sets a plan and makes decisions aligned with company strategy, vision, and values
• Change Management Leadership: Leads others through change processes and uncertainty
• Business Acumen: Is able to quickly understand and address business information (e.g., profit and loss statements, budgets and sales forecasts, digital strategy and approaches, contact centre key performance reports)
• Communication: Exceptional communication skills, both verbal and written, and is willing to openly/constructively share concerns and creates space for others to do the same