Manager, Guest Support Operations

Canada
$107,500-141,100 per year
Permanent
Full-time

14 days ago

Description & Requirementswho we arelululemon 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 teamThe Guest Support Ops team delivers best in class operational support to Guest Support. We act as a liaison between the SSC (store support centre) and the GEC to deliver key organizational programs, priorities and objectives. We are responsible for driving Guest Support priorities that ensure any operational issues are quickly prioritized and resolved. The Daily Operations team is responsible for collaborating across the organization to deliver a best-in-class experience and create the environment for successful execution of cross functional and ops led initiatives for our Guest Support teams.The Manager role oversees intake management, initiative delivery, and daily operations, ensuring alignment with business priorities. Approximately 40% of the role's time is dedicated to intake management and initiative planning, while the remaining 60% focuses on daily operations and performance management. By leading and inspiring a team of Operations Leads, the manager fosters a culture of accountability, innovation, and excellence, delivering impactful solutions that enhance guest and employee experiences.core responsibilitiesIntake Management and Initiative Planning (40%)

Triage incoming operational intakes, assigning work to Operations Leads based on expertise and capacity, and ensure operational components are identified and clearly defined.
Oversee and lead monthly and quarterly intake planning sessions to align with evolving priorities, operational capacity, and change management risks.
Drive consistency and excellence by managing the intake process, ensuring Guest Support Operations ways of working are applied to all intakes, regardless of scale.
Maintain an accurate operational calendar, sequencing projects to balance priorities, minimize disruption, and proactively assess resources and risks.
Engage cross-functional partners and senior leaders in planning, decision-making, and prioritization of Guest Support impacting initiatives.
Analyze trends in initiative volume and timing, proposing and implementing solutions to optimize workload balance and efficiency.
Monitor Service Level Agreement (SLA) compliance for intake acknowledgments, personally managing intakes when required to maintain efficiency or when required due to complexity and/or sensitivity.

Daily Operations and Performance Management (60%)

Lead, coach, and develop Operations Leads to deliver business priorities across multiple concurrent workstreams.
Provide strategic oversight and guidance on initiative execution, enabling team members to lead effectively while maintaining alignment with goals.
Partner with Guest Support leaders to drive enrollment, accountability, and cross-functional collaboration across teams.
Build and sustain strong partnerships with Guest Support partners, GEC leaders, and educators to gather feedback and learnings, influencing current projects and creating new or improved procedures.
Foster a positive and inclusive work environment that promotes collaboration, innovation, and growth, rooted in lululemon's IDEA commitments.
Conduct performance reviews, support Operations Leads in setting OKRs, and ensure the team is equipped to meet their objectives and key responsibilities.
Accountable for the team's partnership with 50+ cross-functional teams' subject matter experts in delivering operationally sound initiatives, communications, and process updates.
Escalate and drive the solution of in-the-moment/urgent operational issues that impact the GEC, guests, or call center operations to ensure minimal impact.

qualifications

4+ years of experience in operations management, program delivery, or similar roles within retail, customer service, or call center environments.
Proven track record in strategic planning, initiative prioritization, and operational execution.
Experience managing and developing high-performing teams.
Strong stakeholder management skills and the ability to influence across all levels of the organization.
Demonstrated ability to identify and implement process improvements.
Exceptional organizational skills with the ability to manage competing priorities in a fast-paced environment

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.

additional notes
Authorization to work in Canada is required for this role.compensation and benefits packagelululemon'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 CAD $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 and, 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 arrangementHybridIn-person collaboration and connection is important to our culture. Work is performed onsite, minimum 4 days per week.#LI-ravencparkerOnly 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 is committed to providing reasonable accommodation to applicants with disabilities. If you would like someone from our team to contact you for individualized support, email us at . In your email, please include the position title, the location of the position and the nature of your request.

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