Job Description

Description & Requirements

*This role is open remote across NA and is an hourly role.

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 to be growing global company with locations all around the world, From Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connection we get to make in every community we are in.

About this team
The Guest Education Centre (GEC) is the contact center for lululemon. With offices in Vancouver, and remotely, we are a vital frontline connection with our guests. Most people call them customers, but because we create an inviting environment, we call them our guests.

A day in the life
Our Resolution Support team is the go-to for tough conversations and going above and beyond for guest experience. As GEC Resolution Team Lead you will manage, support, and elevate a team of Resolution Supports. You are committed to being a driving force of innovation and providing your team with everything they need to provide a great guest experience. You support your team through performance coaching, formal reviews, and personal development. You are a maverick when it comes to delegating, providing in the moment feedback, and following up on outstanding issues.

Role Responsibilities

\xc2\xb7 Responsible for providing ongoing coaching, training, and feedback to Resolution Supports. Including assessing and managing performance of GEC Resolution Supports through performance improvement plans and formal performance reviews.

\xc2\xb7 Ensures thorough and accurate tracking of all guest feedback and highlights trends.

\xc2\xb7 Builds and fosters cross-functional relationships throughout the company. Works cross functional with several teams, which include but not limited to, SSC legal, IDEA, PR, asset protection and store leadership.

\xc2\xb7 Proactively manages urgent and high-profile guest incidents.

\xc2\xb7 Supports ongoing team development through delegation of various tasks and responsibilities.

\xc2\xb7 Creates short-term and long-term strategies to develop functions and support business needs for the team.

\xc2\xb7 Recognizes gaps and proactively improves existing processes - you drive change with minimal support.

\xc2\xb7 Participates in and facilitates GEC leadership meetings.

\xc2\xb7 Reports to the GEC Guest Experience Operations Manager.

\xc2\xb7 Actively contributes to an inclusive work environment through IDEA initiatives and priorities.

\xc2\xb7 Responsible for performing additional task and assignments as required, that support our internal partners in delivering initiatives to our team members.

Skills and Qualifications

\xc2\xb7 Excellent leadership skills with the ability to coach and train others.

\xc2\xb7 Able to build relationships and communicate with a broad range of cross functional partners.

\xc2\xb7 strong time management skills and ability to prioritize tasks; able to work well under pressure and meet deadlines.

\xc2\xb7 Strong organizational and multitasking skills. Attention to detail is a must.

\xc2\xb7 Able to demonstrate sound judgement, and strong decision-making abilities in a non-emotional manner.

\xc2\xb7 Thinks positively, proactively, and is a team player with excellent verbal and written communication.

\xc2\xb7 Strategic problem solver with an operational and creative mindset.

\xc2\xb7 Business acumen and holistic thinking.

\xc2\xb7 Intermediate to advanced computer skills; this includes proficiency in Microsoft Office.

\xc2\xb7 able to see trends through transferable knowledge and communicate them effectively.

\xc2\xb7 able to understand numbers and reports.

\xc2\xb7 bilingualism (French/English) is an asset.

\xc2\xb7 Previous management experience required. 1-2 years\' experience required.

\xc2\xb7 Contact Centre experience is an asset.

Our Must Haves

\xc2\xb7 Thrives in a rapidly evolving, ambiguous workplace

\xc2\xb7 Coachable, adaptable, and open to change

\xc2\xb7 Responsible and dependable with utmost integrity

\xc2\xb7 Friendly, upbeat, optimistic, and authentic

Working Conditions
\xc2\xb7 At a desk for up to 8 hours/day.
\xc2\xb7 40 hours a week with potential for overtime as required.

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 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.

Lululemon Athletica