Change Management Lead

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 Organization encompasses the Guest Education Centre (the contact center for lululemon) as well as Guest Support Innovation (inclusive of our Digital Educator and Digital Sales teams). With an office in Vancouver, BC and the majority of our hourly workforce being remote, the Guest Support team is a vital frontline connection to our guests. The Guest Support Operations & Strategic Planning Team is responsible for initiative planning and delivery, with a focus on change management to support this large remote workforce.

A day in the life

The Change Management Lead will play a key role in ensuring projects/change initiatives meet objectives on time and on budget by increasing employee adoption and usage. They will focus on the people side of change, including changes to business processes, systems and technology, and organizational structure changes. This role will set the foundation for change management within the Guest Support organization, ensuring all major changes are delivered to all Guest Support employees in a strategic manner. They are the primary support partner for Product Management, Operations, Learning Design, Internal Communications, and Workforce Management in ensuring that all change management plans can be delivered to the business effectively. They are an expert in the change management space and ensure that change management philosophies are executed in tangible plans across all initiatives led by Guest Support Operations.

**Key Responsibilities**:

- Deliver comprehensive change management strategies for large initiatives across Guest Support with the goal of driving adoption
- Provide input, document requirements, and support the design and delivery of training and communications related to change initiatives
- Measures adoption of change by end-users and leaders pre and post-implementation
- Responsible for conducting change impact analyses, assessing change readiness, and identifying key stakeholders across all major initiatives and technical deployments to communicate change-related risks and propose timelines for implementations
- Manages change calendar across Guest Support, prioritizing the timing of changes in the best interest of the business
- Prioritize change requests, assess impact, and accept or reject changes based on business needs in partnership with Operations and Guest Support Leadership
- Create actionable deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan
- Support and engage senior leaders throughout various stages of initiative planning and delivery, ensuring the change management is advocated for and prioritized
- Partner with Operations Leads and Project Managers to ensure that change management activities are integrated into project plans
- Define success metrics of each initiative and monitor change progress throughout each stage of change
- Support change at the organizational level within Guest Support
- Additional roles and responsibilities as required

**Qualifications**:

- Post-secondary or formal education in a related field required - business, change management
- Experience working cross-functionally with product management and technology teams required
- Experience with project management tools and Smartsheet and Jira an asset
- Experience working in an agile technology environment is an asset
- Exceptional communication skills, both verbal and written
- Ability to influence others and move toward a common vision or goal
- Flexible and adaptable; able to work in ambiguous situations
- Familiarity with project management approaches, tools, and phases of the project lifecycle
- Ability to work in a fast-paced, deadline-driven environment

**Other**:

- Potential to work outside normal business hours to support change management activities
- Ability to shift schedule to support meetings in Pacific timezone if located elsewhere

**Must haves**:

- Acknowledges the presence of choice in every moment and takes personal responsibility for their life
- Possesses an entrepreneurial spirit and continuously innovates to achieve great results
- Communicates with honesty and kindness, and creates the space for others to do the same
- Leads with courage, knowing the possibility of gr