Guest Resolution Team Lead

This role is open remote across NA and is an hourly role.

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 to be growing global company with locations all around the world, From Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connection we get to make in every community we are in.

About this team
The Guest Education Centre (GEC) is the contact center for lululemon. With offices in Vancouver, and remotely, we are a vital frontline connection with our guests. Most people call them customers, but because we create an inviting environment, we call them our guests.

A day in the life
Our Resolution Support team is the go-to for tough conversations and going above and beyond for guest experience. As GEC Resolution Team Lead you will manage, support, and elevate a team of Resolution Supports. You are committed to being a driving force of innovation and providing your team with everything they need to provide a great guest experience. You support your team through performance coaching, formal reviews, and personal development. You are a maverick when it comes to delegating, providing in the moment feedback, and following up on outstanding issues.

Role Responsibilities
- Responsible for providing ongoing coaching, training, and feedback to Resolution Supports. Including assessing and managing performance of GEC Resolution Supports through performance improvement plans and formal performance reviews.
- Ensures thorough and accurate tracking of all guest feedback and highlights trends.
- Builds and fosters cross-functional relationships throughout the company. Works cross functional with several teams, which include but not limited to, SSC legal, IDEA, PR, asset protection and store leadership.
- Proactively manages urgent and high-profile guest incidents.
- Supports ongoing team development through delegation of various tasks and responsibilities.
- Creates short-term and long-term strategies to develop functions and support business needs for the team.
- Recognizes gaps and proactively improves existing processes - you drive change with mínimal support.
- Participates in and facilitates GEC leadership meetings.
- Reports to the GEC Guest Experience Operations Manager.
- Actively contributes to an inclusive work environment through IDEA initiatives and priorities.
- Responsible for performing additional task and assignments as required, that support our internal partners in delivering initiatives to our team members.

Skills and Qualifications
- Excellent leadership skills with the ability to coach and train others.
- Able to build relationships and communicate with a broad range of cross functional partners.
- strong time management skills and ability to prioritize tasks; able to work well under pressure and meet deadlines.
- Strong organizational and multitasking skills. Attention to detail is a must.
- Able to demonstrate sound judgement, and strong decision-making abilities in a non-emotional manner.
- Thinks positively, proactively, and is a team player with excellent verbal and written communication.
- Strategic problem solver with an operational and creative mindset.
- Business acumen and holistic thinking.
- Intermediate to advanced computer skills; this includes proficiency in Microsoft Office.
- able to see trends through transferable knowledge and communicate them effectively.
- able to understand numbers and reports.
- bilingualism (French/English) is an asset.
- Previous management experience required. 1-2 years’ experience required.
- Contact Centre experience is an asset.

Our Must Haves
- Thrives in a rapidly evolving, ambiguous workplace
- Coachable, adaptable, and open to change
- Responsible and dependable with utmost integrity
- Friendly, upbeat, optimistic, and authentic

Working Conditions
- At a desk for up to 8 hours/day.
- 40 hours a week with potential for overtime as required.