Program Manager, Guest Support (Contract)

Description & Requirements
This is a contract role (covering mat leave for approximately 7 months) and is open remote across North America.
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

• Creation of program/project scope playbook (checklist) based on definition
• Execute & communicate the program strategy and overall program/portfolio story (via a project charter)
• Partner with cross-functional partners to develop & manage budgets and plans for the programs.
• Partner with cross-functional teams such as Technology, People & Culture, and vendors (other functions as required) to lead or coordinate large-scale strategic projects as well as solve ongoing operational problems at scale
• Creating and maintaining an onboarding playbook for kicking off a program/project
• Gather input, including dependencies and sequencing, from cross functional partners
• Identify goals/OKRS/measure of success for the program that ladder up to the goals of lululemon.
• Monitoring projects and overseeing project managers to ensure goals are met.
• Inform, influence, and execute new strategies and tactics using sound analysis and impact metrics to support positions.
• Intake work within the portfolio and work with the leaders to determine priorities.
• Lead strategic projects as well as solve ongoing operational problems at scale
• Tracking and forecasting resources – tracking based on plan(s) and ad-hoc adjustments
• Ensuring standards and success criteria are met, and issues are escalated where necessary.
• Track milestones across the portfolio for key projects.
• Communicate program/portfolio status and partner with leaders to make decisions across the portfolio area.
• Measure success based on the goals and OKRs set at the start.
• Prioritize work within a program or portfolio.
• Build, communicate and execute a change management plan.

Qualifications

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

must haves

• Integrate fun and joy as a way of being and working, aka doesn’t take yourself too seriously.
• 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.
• Possess an entrepreneurial spirit and continuously innovate to achieve great results.
• Acknowledge the presence of choice in every moment and take personal responsibility for your life.