Director, Product Management - Guest Education Centre (Contact Centre)

国・地域: Canada

都道府県/州・省: British Columbia

市区町村: Vancouver

ビジネスユニット: Store Support Centre (SSC)

時間タイプ: Full-time

詳細と要件

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

TheGuest Education Centre (GEC) is the contact center for lululemon.With offices in Vancouver, BC and Mississauga, ON,and a growing Work from Home (WFH) program,we are a vital frontline connection with our guests.Most people call them customers, but because we create an inviting environment, we call them guests.  


a day in the life: what you’ll do

  • Lead the product management function responsible for our Guest Education Centre (our contact centre, a.k.a GEC) in partnership with technology and business operations
  • Deliver long term vision, strategy and roadmap rooted in data and execute on core GEC educator experiences and guest-facing experiences focused on self-service (e.g. chatbot) in support of our 5 year GEC strategy
  • Build effective and thriving teams by developing and mentoring product managers within the GEC through the deepening of subject matter expertise and product management function
  • Develop an end-to-end understanding of key transactional GEC processes within the organization, the pain points of internal users, and opportunities for improvement/optimization
  • Educate global stakeholders on unlocked GEC capabilities and how they can be utilized by the business and provide advice on operational workflows and processes that the owned toolset enables
  • Partner with peers across the Enterprise to promote the product management function and evolve its community of practice 


qualifications

  • Experience: 10+ years experience in product management, including 3-5 years experience with contact centre technology (i.e. MS Dynamics, Salesforce, chatbot technology) and 5+ years leading product management teams (including indirect reports)
    • Experience working in a large, complex, global organization
    • Familiarity working in an agile environment
  • Skills: Demonstrated analytical and problem-solving skills; Detail-oriented; Strong multi-tasking ability; Ability to work and deliver in changing environments, under limited guidance while adhering to specified deadlines and budgets; Ability to build relationships with key business partners and other brand stakeholders; Execution and results-focused, with emphasis on on-time delivery; ability to structure complex work streams 


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. 


Choose one: #LI-NK1