Guest Support Operations Lead - Vancouver (Hybrid)

Who we are
lululemon is a yoga-inspired technical apparel company up to big things. The practice and philosophy of yoga informs our overall purpose to elevate the world through the power of practice. We are proud to be a growing global company with locations across North America, Australia and New Zealand, Europe, and Asia. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connections we get to make in every community we are in.
About the Role
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 theGuest Support Organization (GSO). This role is responsible for daily operations as it relates to initiative planning and delivery across GSO. 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 GSO 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).
Key Responsibilities

• Leads planning and implementation of cyclical operations activities as well as day-to-day educator and guest-facing changes in the Guest Support organization, ensuring all cross-functional partners are enrolled and that deliverables are completed on time
• Responsible for maintaining relationship, partnering on business updates, and representing Guest Support in cross-functional meetings
• Partners with departments across lululemon to lead the planning and implementation of changes to
• Guest Support, inclusive of implementation plan, cross-functional alignment, decision making, change management, organizing communication/training implementation and sustainment
• Leads and participates in cross-functional working groups to ensure that the needs of GSO employees are considered and included in the execution of initiatives and communications
• Provide options and impacts to cross-functional stakeholder and decision-makers with a clear recommendation
• Escalate and drive the solution of in the moment/urgent operational issues that impact the GEC
• Leads enrolment strategies to ensure all teams within Guest Support have information they need on key business updates, utilizing the Guest Support change management framework
• Other projects and duties as required

Qualifications

• Post-secondary degree required
• Minimum 3 years in an operations 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

• Thrives in a rapidly evolving, ambiguous workplace.
• Coachable, adaptable, and open to change.
• Responsible and dependable with the utmost integrity.
• Friendly, upbeat, optimistic, and authentic.

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 $81,500 - $107,000 CAD 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:
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Extended health and dental benefits, and mental health plans
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Paid time off
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Savings and retirement plan matching
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Generous employee discount
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Fitness & yoga classes
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Parenthood top-up
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Extensive catalog of development course offerings
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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
This role is classified as Hybrid under our SSC Workplace Policy:
Hybrid
In-person collaboration is important, and much of the role can be performed remotely. Work is performed onsite at least 3 days per week.