Manager, Guest Support Program Management

Description & Requirements
This role is hybrid and based in Vancouver, BC.
Who We Are
lululemon 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 Team
The Guest Support Program Management team sits under Operations & Strategic Planning within the Guest Support Organization (GSO). This team creates and executes on key programs within the GSO to help achieve business goals across our pre-purchase and post-purchase work streams. This team will work closely with partners across the Store Support Centre (SSC), like Technology and People & Culture, to bring programs to life.
a day in the life: what you’ll do

• Partners closely with Product Management leadership to ensure that program and product priorities are aligned and continue on track/on budget
• Partners with leaders within Guest Support and across key cross-functional teams within lululemon to strategize and align on key initiatives for each fiscal year
• Strategically partners with leaders of the Digital & Omni PMO to determine ways of working, standardize tools and project management methodologies, and to ensure initiative prioritization and roadmaps are aligned
• Leads team to ensure that all initiatives/projects are on time and on budget
• Identifies the need for new program management scope within Guest Support and creates business cases as required
• Partners closely with the Guest Support Operations function to ensure a process for handing off programs and projects once they reach the ‘sustain’ phase of the project lifecycle
• Manages and directs the work of program and project managers, and provides managerial oversight for multiple projects. Monitors project scope, costs, schedules, staffing, communications, outside vendors, and contractual deliverables.
• Actively contributes to an inclusive work environment through IDEA (DEI) initiatives and priorities.   
• Leads the intake, prioritization, and capacity planning process for Guest Support initiatives and projects
• Partners with Workforce Management to manage SI budgets and ensure requests are made through AOP process
• Partners with Change Management function to ensure that change strategies are embedded within program and project management structure
• Under the direction of your leader, completes additional projects and duties as required

Qualifications

• Excellent interpersonal skills including analytical, problem solving, organizational, issue resolution, and customer relationship management.
• Demonstrated experience in partnership with peers including the ability to lead indirectly and influence without reporting lines.
• 5+ years of relevant program management and leadership experience, preferably in a vertically integrated, global, specialty retail environment
• Experience in business case development, for simple and complex projects with varying levels of ROI and direct / indirect business benefit.
• Experience working with systems and/or with technical teams seen as an asset.
• Actively contributes to an inclusive work environment through IDEA initiatives and priorities.   
• Experience in ecommerce support operations and or other relevant field in bringing strategies to life across channels.
• Proven ability to meet deadlines and operating under tight time constraints with a strong sense of urgency.
• Excellent communication skills: verbal, written, negotiation and presentation. Must be able to communicate technical and project management concepts in business-oriented terms.
• Demonstrated ability to anticipate, mitigate, and resolve conflicts across working groups.

must haves

• Lead with courage, knowing the possibility of greatness is bigger than the fear of failure.
• Communicate with honesty and kindness and create the space for others to do the same.
• Acknowledge the presence of choice in every moment and take personal responsibility for your life.
• Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriously.
• Possess an entrepreneurial spirit and continuously innovate to achieve great results.
• Foster connection by putting people first and building trusting relationships.