Guest Support Operations Lead | Vancouver (7 Month Contract)

Description & Requirements
This role is Hybrid and based in Vancouver
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 the Guest Support Organization (GSO). This role is responsible for initiative planning and delivery across GSO, with a focus on ensuring that initiatives are delivered to the business with 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

• Prov ide options and impacts to cross-functional stakeholder and decision-makers with a clear recommendation
• Partners with departments across lululemon to lead the planning and implementation of changes to Guest Support, inclusive of the implementation plan, cross-functional alignment, decision making, change management, organizing communication/training implementation and sustainment
• Leads enrollment strategies to ensure all teams within Guest Support have the information they need on key business updates, utilizing the Guest Support change management framework
• Escalate and drive the solution of in the moment/urgent operational issues that impact the GEC
• 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
• Other projects and duties as required
• 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

Qualifications

• Experience leading complex projects
• Minimum 3 years in an operations role, ideally in the digital, contact centre, or retail space
• Post-secondary graduation required
• Excellent communication skills, both written and verbal
• Ability to hold cross-functional partners and peers accountable
• Experience in initiative change management
• Experience working on cross-functional teams
• Ability to organize, set priorities and manage multiple projects on tight deadlines

Must Haves

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