Technology Team Lead- Gec

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 Lululemon GEC Tech team manages crucial platforms for Guest Support, aligning their work with business objectives and ensuring efficient project delivery. This team, comprised of both in-office and remote members, thrives on connection and collaboration. They maintain a strong relationship with their business partners and are dedicated to providing high-level support and project delivery without disrupting operations.

**A day in the life**:
As the GEC Technology Team Lead, you will be providing leadership and mentorship to the GEC Tech team, fostering a collaborative and high-performance work environment, while overseeing the success of platform stability and ongoing enhancements. You will be the face of GEC Technology for our Guest Support Operations partners, which requires a great deal of responsibility. This includes excellence in the areas of monitoring, alerting, observability, incident response, vendor relationship management, and building strong relationships with your internal stakeholders.

**Team Leadership**:

- Provide strong leadership and mentorship to the GEC Tech team, fostering a collaborative and high-performance work environment.
- Coach and develop team members, helping them grow their technical skills and GEC operations knowledge.
- Conduct performance reviews and provide constructive feedback for team members.
- Ensure effective team communication and collaboration.
- Leading and delivering technical implementations that impact vital areas of the business, ensuring mínimal business impact.
- Foster a culture encompassing our company values. Choosing to lead, celebrations, developing in every moment, caring for the whole person, and other lululemon values.

**Process Improvement**:

- Improving team processes with a focus on efficiency, improved communication, enhanced project planning, and tech debt reduction.
- Implementing change management practices to align the team with business best practices, aiming to improve change tracking and reduce change-related incidents.
- Managing multiple vendor relationships, overseeing production support, projects, and license management.
- Translating technical impacts and strategy to business partners and leadership, providing the information necessary to make critical business decisions.
- Using data, metrics, and a focus on efficiency to optimize project delivery and mitigate production issues.
- Facilitating knowledge transfer and training opportunities, aiming to improve end-user experience, expedite resolutions, and strengthen the Problem Management process for identifying root causes and resolutions.
- Effective license management for our multiple 3rd party vendors by working with business partners and vendors.
- Strong ownership of end to end incident response process and execution. Starting from intake, through to RCA.

**Technology & Tools**:

- Managing and maintaining critical platforms for Guest Support across North America and International.
- Experience with contact center related platforms such as Microsoft Dynamics 365, Salesforce, Five9, Oracle Service Cloud, Quiq, and similar is desirable.
- Experience of managing work in ServiceNow and Jira.
- Experience with monitoring and alerting tools such as PagerDuty, Datadog, and Splunk.

**Qualifications**:

- Minimum of 5 years of experience in a technical role, with at least 2 years in a leadership position.
- Proven experience with operational support, incident management, and problem management.
- Strong understanding of contact center operations.
- Strong vendor management skills.
- Excellent analytical and problem-solving skills.
- Effective communication and interpersonal skills.
- Ability to translate and articulate technical details to non-technical stakeholders.
- Ability to work with business and product partners and collaborate effectively.
- Ability to work effectively in a fast-paced, high-pressure environment.

Must haves
- Acknowledge the presence of choice in every moment and take personal responsibility for your life.
- Possess an entrepreneurial spirit and continuously innovate to achieve great results.
- 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 con