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

Located in Vancouver, British Columbia, the Educator Help Centre (EHC) is the technology support centre for our 650+ global lululemon stores, Guest Education Centre (GEC), our lululemon SSCs and lululemon Distribution Centres (DCs). The EHC is a vital frontline, directly connecting our Technology team with Educators and all internal technology users.   

We provide a best-in-class support experience worldwide through phone, email and our ServiceNow tool. We answer all questions and support in solving all technical issues for the organisation. As a member of the EHC team, you are empowered to be solution oriented, think creatively and find resolutions for our employees. The EHC team is passionate about technical problem-solving resolutions through authentic connection. There is a lot of variety to keep this team stimulated, but enough familiarity to become a master of Educator & User Experience.    

The EHC team works in a fast-paced environment that emphasises goal setting and personal development through our core values. We also have a lot of fun!   

a day in the life: what you’ll do

You work with your fellow Senior Support Analysts to manage the day-to-day performance and operations of the EHC – you take responsibility for the state of every ticket in our queues. As an agile and empathetic Senior Support Analyst you will support the team in providing a best-in-class support experience every time an employee needs help with a technology issue. 

In addition, you’ll work closely with the leadership team to continue elevating the EHC. You’ll leverage reporting to track and analyse performance and identify areas of opportunity – whether in our schedule, processes, people, or technology. The Technology Team Leads will rely on you to provide a comprehensive and holistic view of the EHC and make recommendations for the future.

• Serve as the point of escalation when there are roadblocks in the EHC’s queue and are accountable for driving a root cause resolution for aged tickets
• Think outside the box and utilise trend analysis to provide root cause resolutions for chronic issues and drive change
• Report and monitor the performance of the EHC and drive for improvements and action items; clearly communicate your findings and make recommendations to stakeholders and cross functional partners with dashboard reporting and during weekly Retail Governance meetings 
• Closely manage critical incidents, supporting the technology organisation through the coordination, response, and escalation strategy, including IVRs and banner requests.
• Actively participate in vendor communications and operations, and work closely with key third party strategic partners to improve MTTRs and processes
• Support cross-functional and inter-departmental projects and strategic initiatives as needed, acting as the ‘voice of the EHC’
• Champion ITIL processes, including Incident, Change, Problem and Major Incident Management 

Please note the working pattern is 9am – 5pm Tuesday to Saturday.

qualifications

• Experience with call centre and/or ticketing systems
• Experience with point-of-sale technologies is an asset
• Experience with vendor management and working closely with key third party strategic partners is a plus
• High school diploma preferred; completion of post-secondary education will be considered an asset 
• Excellent leadership skills with the ability to coach others
• Strategic problem solver with an operational and creative mindset 
• Able to demonstrate sound judgement and strong decision-making abilities
• Strong time management skills, ability to prioritise tasks and meet deadlines
• Strong organisational and multitasking skills, attention to detail is a must
• Strong business acumen and written and verbal skills

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 

This role is classified as In-Person under our 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 recognises exceptional individual and team performance. The typical hiring range for this position is from $81,100 to $106,500 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 programme, 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.