Senior Director

Senior Director - People Experience Delivery | Contract until January 2028

Business Unit: Store Support Centre (SSC)

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 People Solutions team is up to big things. We are here to design and deliver a connected people experience, making every service simple, consistent, and built to scale. Together, we make it easier for our employees and leaders to do their best work, every day. Within People Solutions, the People Experience Delivery “PEX” team is at the heart of this vision – delivering seamless P&C experiences that give lululemon’s workforce clarity, confidence and time back, enabling proactive enablement and trust in P&C across the people journey.

what you’ll do

The Senior Director, People Experience Delivery is accountable for delivering a high-performing, scalable, and employee-centric People & Culture (P&C) service experience while leading the continued evolution of lululemon's P&C service delivery model.

This role provides strategic and operational leadership for Tier 0/1 service delivery, including employee and leader support channels, intake and orchestration, knowledge management, quality assurance, reporting and insights, workforce transition delivery, and vendor readiness/governance. The role ensures employees and leaders receive fast, accurate, and empathetic support while driving continuous improvement, operational excellence, and service transformation.

As a key leader within the People Solutions organization, this role also plays a critical role in advancing the broader P&C Evolution roadmap, partnering across Centres of Excellence, People Business Partners, Technology, and external partners to modernize service delivery capabilities and improve the employee experience.

core responsibilities

Service Delivery Leadership

• Accountable for Tier 0/1 service delivery performance, employee experience, operational excellence, and service continuity.
• Oversee service channels, intake, triage, orchestration, and executive support services.
• Establish and monitor service metrics, quality standards, and governance routines.

Service Delivery Transformation

• Lead the evolution of lululemon's People Solutions operating model, balancing employee experience, scalability, operational effectiveness, and cost.
• Drive process improvement, service simplification, and capability development across the service delivery ecosystem.
• Partner with internal and external stakeholders to deliver transformation priorities and future‑state capabilities.

Workforce & Change Delivery

• Lead the service delivery components of workforce transitions, organizational changes, and operating model initiatives.
• Ensure readiness, effective implementation, and hyper‑care support while minimizing disruption to employees and leaders.

Knowledge, Insights & Quality

• Govern knowledge management, reporting, and quality assurance practices to drive consistency, transparency, and continuous improvement.
• Leverage operational insights and employee feedback to reduce service friction and improve outcomes.
• Lead vendor readiness activities and governance processes to support scalable service delivery.
• Oversee transition planning, performance management, and continuous improvement with external partners, as applicable.
• Serve as a strategic partner to People Solutions leadership and key stakeholders across P&C.
• Provide executive reporting, recommendations, and decision support related to service health, transformation progress, and operational risk.

qualifications

• 10+ years of leadership experience in HR service delivery, shared services, operations, consulting, transformation, or a related field.
• Proven experience leading complex cross‑functional initiatives, operating model transformations, or large‑scale change programs.
• Strong ability to balance strategic thinking with operational execution in a fast‑paced environment.
• Strong change leadership and stakeholder management skills.
• Passionate about creating exceptional employee and leader experiences.
• Experience using data a