Job Description

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 teamAs the voice of lululemon on social media and reviews, the Digital Engagement team is responsible for responding to guests who are speaking to lululemon or about lululemon on Instagram, Facebook, META Shops, TikTok, Threads, Twitter, LinkedIn, YouTube, Strava, Reddit, Pinterest, Glassdoor, Apple App Store, and within lululemon product reviews. The team is responsible for building a connected virtual community where guests can turn for product education and recommendations, company and community information, as well as support with resolving any post-purchase issues they encounter.A day in the life:As a the Operations Manager of Digital Engagement, you lead the guest-facing team who engages on social media and reviews channels on behalf of the global lululemon brand. You love the challenge of developing others paired with an always changing operations-based team. As an Operations Manager, Digital Engagement, you support the Manager, Digital Engagement in driving performance and people management for the Digital Engagement team and business. Partnering with the Manager, Digital Engagement, as well as cross-functional partners, you manage targets and performance, as well as oversee the daily operations of the team. This role is focused on driving results through the team and will be responsible for the development and performance of ~4 direct reports, and ~45 indirect reports.

• Leads performance management in support of department KPIs (key performance indicators), including team response SLA (service level agreement) and qualityx assurance.
• Responsible for development and management of Team Leads including career pathways/PACE, and any performance improvement plans.
• Owns Talking Talent meetings in partnership with P&C.
• Hosts business review meetings with Digital Engagement field team; responsible for laddering performance results and trends up to Manager, Digital Engagement for Guest Support's Monthly Business Reviews.
• Maintains baseline headcount and hiring needs for all hourly roles, in partnership with Talent Acquisition.
• Works with Learning & Leadership for all training, onboarding, and content needs.
• Responsible for leading team during high volume PR crisis situations that arise on social media or reviews, in partnership with AP, People Safety, IDEA, and P&C.
• Manages team communication channels in partnership with Internal Communications and Guest Messaging teams.
• Manages expenses and team budget quarterly.
• Supports target setting and P&L management in partnership with Manager, Digital Engagement, WFM, I&A, and FP&A.
• Partners closely with Operations and Strategic Planning team for any operational needs, launches, and all cyclical events like Year-End.
• In partnership with the Product Management team and Program Management team, acts as the business lead and during change management efforts for any workspace and technology updates.
• Supports or leads change management and adoption efforts for any process or organization changes.
• Responsible for working with Guest Support partners to ensure day to day operations are functioning as needed: Intraday, Order Support, Quality Assurance, Programs, Workforce Management, Resolutions, etc.
• Acts as the business lead in cross-functional meetings with partners teams outside of Guest Support: Public Relations, Brand Marketing, Social Media, E-commerce, Retail Operations, Employer Brand, Global Events, etc.
• Supports the Manager, Digital Educator to deliver on annual objectives and key priorities.

Qualifications

• 2-5 years of progressive leadership experience in operations-based environment.
• Experience in high volume, brand/public relations crisis situations.
• Ability to set, prioritize, manage, and delegate multiple conflicting priorities.
• Experience leading large cross-functional projects.
• Experience in social media, community management, or brand management is an asset.
• Experience with Sprinklr is an asset.
• Post-secondary degree in marketing, communications, or a related program is an asset.

ScheduleThe role is full time and works 40 hours per week. You understand that the nature of social media means that you may be asked to work on weekends, evenings and holidays. The Digital Engagement team is online from 4:00 am PST to 8:00 pm PST from Monday to Friday and from 4:00am PST - 7:00pm PST on Saturday and Sunday. You are available as needed to support the team when required, especially during the busy holiday period when operating hours are extended and the team may be asked to work varied hours.Work from Home: Hardware & Location Expectations

• Contracts are tied to a specific location. The expectation is that work should be exclusively from the specified home location outlined in the original offer letter.
• Employees must use lululemon provided devices, not personal devices.
• Must be able to work from their place of residence that is a quiet, distraction-free environment.
• A public or shared office space, coffeeshop, or an area that has an unsecured shared internet space is not acceptable.
• A hardwired internet speed with a minimum of 50Mbps or greater is a role requirement. Hotspots dial-up and wireless connectivity aren't allowed.
• Recommended connection should have less than 120ms of latency (ping).

Work from Home: Network Requirements

• Internet Download Speed of 50 Mbps or greater
• Internet Upload Speed of 15 Mbps or greater
• Connection has less than 100ms of latency (ping)
• Must be hardwired through provided ethernet cable; hotspots, dial-up and wireless connectivity are not acceptable connections.

Work from Home: Desk Requirements

• Desk space for 1 x 24xe2x80x9d monitor, mouse, keyboard, and a mini desktop or laptop computer, as determined by lululemon.
• Minimum: 85cm (2.75') width and 75cm (2.5') depth desk size for 1 monitor setup.
• Ideal: 120 cm (4') x 75cm (2.5') for 2 monitors

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 $88,200-$115,700 CAD or $81,100-$106,500 USD 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
This role classified as Remote under our SSC Workplace Policy:Remote
Outside reasonable commuting distance to an office site, work is performed from home#LI-RemoteOnly 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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