Emplacement: Canada
État/Province/Ville: British Columbia
Ville: Vancouver
Unité commerciale: Store Support Centre (SSC)
Type d'heure: Full-time
Manager, GEC Resolutions
Description et exigences
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 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 GEC Resolutions Team reduces friction for guests and works to restore loyalty by resolving complex, escalated, or sensitive conversations across all channels with urgency and alignment to brand values. The team identifies challenges in guest experience and removes barriers for our guests and educators.
As Manager, GEC Resolutions, you will lead, manage, coach, support, and elevate the Resolutions team. You are responsible implementing the strategic vision of the department in alignment with the broader Guest Support vision, including execution of strategic initiatives, overseeing daily operations and planning for the upcoming year. You work cross functionally within the GEC and with key teams across lululemon to elevate end to end guest experience.
You lead exceptional guest experience through coaching and mentoring our operations manager and team leads. You work with the Director and Senior Managers to share guest experience trends and insights across the territories in North America.
Core Responsibilities
Leadership & People Management
- Manage and grow a diverse team through remote leadership, utilizing regular check-in conversations, ongoing performance documentation, the annual evaluation process, and business goal setting.
- Support learning and development consistently and equitably by providing feedback, coaching, mentoring, and career path guidance, creating a diverse talent plan for their team.
- Create and foster a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all team members, virtually and in person as required.
- Communicate effectively both with senior leadership and front-line Educators, partners seamlessly with Guest Support teams across North America, and represents their team in cross-functional meetings.
- Partner on and deliver operational strategies to enroll team in priorities of the business and ensure they meet or exceed key performance indicators.
- Maintain and execute GEC's people vision for their business function and develop and implement in-year strategies to enhance and remove barriers to team engagement and morale, in alignment with broader Guest Support vision, including managing monthly + quarterly rewards budget for your team.
- Manage the team's hiring strategy to build a strong team that includes team members with
- diverse lived experiences, backgrounds, identities, and skillsets to drive Resolutions operations
- Address all employee concerns and issues, including knowing when to partner with cross functional partners to take appropriate action.
Guest Experience & Operations
- Develop, implement and execute operational solutions to improve Resolutions team operations and guest experience, in alignment with Guest Support’s vision, through identifying themes, trends and priorities in the guest experiences across channels.
- Review and assess team performance and lead enhancement of the overall guest experience and key performance indicators for the Resolutions team, collaborating with cross functional partners to remove barriers as needed.
- Collaborate with cross functional partners to execute projects and guest experience initiatives and resolutions, including Guest Support, Ecommerce, Retail Operations, IDEA Asset Protection, Legal.
- Partner on establishing performance standards and team key performance indicators for the Resolutions team.
- Participates in and facilitates leadership and department meetings including weekly, monthly, quarterly and annual business performance reviews.
- Under the direction of your manager, perform/complete other additional projects, duties, and assignment as required and/or by request.
Job Requirements
Eligibility
- Must be legally authorized to work in Canada.
Schedule/Availability
- Role requires a flexible schedule including evenings, weekends, and holidays.
- Role may require travel to key market locations to accomplish work, as needed and as requested.
Experience
- 5+ years people management experience
- Experience driving performance through other leaders and/or leading in an operations-based environment
- 2+ years leading large scale business operations (ecommerce, contact centre or retail)
- Experience handling complex, highly sensitive customer cases, including liaising with cross functional partners to ensure a timely and effective resolution
Job Assets (i.e. nice to have; not required)
- Education: Bachelor’s degree or equivalent
- Experience leading people remotely
- Familiarity with Salesforce or other customer experience management platforms an asset
- Bilingualism (French/English) is an asset.
What We Look For
- Inclusion & Diversity: Creates/supports an inclusive environment that values/celebrates differences
- Leadership: Is able and desires to lead, influence, and inspire others; motivates, empowers, develops, drives for performance, and directs people as they work
- Adaptability/Agility: Navigates uncertainty and ambiguity and can change priorities in a fast-paced environment
- Collaboration and Teamwork: Works productively with and supports others to achieve goals; seeks partnerships and diverse perspectives
- Drive/Entrepreneurship: Takes initiative to ensure the success of the business and drives toward accomplishing big goals; is innovative and owns results
- Decision Making/Problem Solving: Identifies opportunities for improvement; evaluates alternatives and makes effective, timely decisions
- Strategic Thinking: Considers the lasting implications of decisions; sets a plan and makes decisions aligned with company strategy, vision, and values
- 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)
- Change Management Leadership: Leads others through change processes and uncertainty
- Communication: Exceptional communication skills, both verbal and written, with the ability to tailor communication to interact with a variety of audiences.
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.
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 $107,500-$141,100 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. 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.
Only those applicants under consideration will be contacted. Please accept our utmost appreciation for your interest. Lululemon is an Equal Employment Opportunity employer. Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances. Reasonable accommodation is available for qualified individuals with disabilities, upon request. This Equal Employment Opportunity policy applies to all practices relating to recruitment and hiring, compensation, benefits, discipline, transfer, termination and all other terms and conditions of employment. While management is primarily responsible for seeing that Lululemon equal employment opportunity policies are implemented, you share in the responsibility for assuring that, by your personal actions, the policies are effective.
lululemon s’engage à fournir des accommodements raisonnables pour les candidats avec un handicap. Si vous souhaitez qu’un membre de notre équipe communique avec vous pour un soutien personnalisé, écrivez-nous à accommodations@lululemon.com. In your email, please include the position title, the location of the position and the nature of your request.