Operations Manager

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.

a day in the life: what you'll do

The Operations Manager, Personal Shopping supports the Senior Manager, New Services in driving people and business performance for the personal shopping team ensuring delivery of key performance indicators of the Personal Shopping program. In collaboration with cross-functional partners, the Operations Manager oversees daily operations with a guest-centric and sales-focused mentality. They manage, coach, and develop the team fostering an inclusive and high-performing team culture.

Leadership & People Management

• Plan and facilitate 1:1 and team meetings on a regular cadence to drive team performance and foster connection.
• Lead ongoing learning and development of Team Leads and Personal Shoppers by providing and documenting direct feedback, coaching, mentoring, and performance management.
• Create and foster a respectful and inclusive team environment, virtually and in person, ensuring a supportive and productive experience for all team members.
• Monitor team engagement through tools such as Pulse surveys, shadowing, and feedback loops; design and implement engagement plans to enhance morale.
• Partner with P&C and L&A teams to support employee changes, leaves, and accommodations.
• Allocate monthly rewards and surprise & delight budgets for the team.

Guest Experience & Operations

• Enroll team in business priorities and design & execute monthly strategies to meet or exceed KPIs, particularly incremental sales.
• Ensure operational effectiveness to deliver an exceptional guest experience across all guest touch points: intake, relationship building, and opt-out processes.
• Plan and deliver relevant content for monthly and quarterly business reviews.
• Partner with cross-functional teams to identify and implement operational improvements.
• Support execution of prioritized projects, including (but not limited to) improvement of the tool, enhanced integration with retail, and guest acquisition strategies.

qualifications

• 5+ years of experience in project management, operations, retail sales, or cross-functional program management
• 2+ years of experience in people management
• Experience in VM, styling, personal shopping is a plus
• You are a self-starter with a proven ability to lead teams through change and ambiguity. You will be leading a new program and have the drive to bring to life new experiences and build from scratch
• You have strong strategic thinking and analytical skills, that allow you to make operational decisions fast, onboard other on your ideas and navigate the complexities of launching a new program in a large organization
• You are sales focused and have a high-standard for how you & your team operate, with a passion for operational excellence and an obsession about delivering outstanding guest experience
• Bachelor's degree in Business, Operations, or related field preferred

schedule/availability

• Work may occur on variable schedule, including some holidays
• Will manage a team spanning across time zones in North America

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 connection by putting people first and building trusting relationships.
• Integrate fun and joy as a way of being and working, aka doesn't take yourself too seriously.

additional notes

Authorization to work in Canada is required for this role.

compensation and benefits package

lululemon's compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. The typical hiring range for this position is from $88, ,700 CAD annually; the base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive annual bonus program, subject to program eligibility requirements.

At lululemon, investing in our people is a top priority. We believe that when life works, work works. We strive to be the place where inclusive leaders come to develop and enable all to be well. Recognizing our teams for their performance and dedication, other components of our total rewards offerings include support of career development, wellbeing, and personal growth:

• Extended health and dental benefits, and mental health plans
• Paid time off
• Savings and retirement plan matching
• Generous employee discount
• Fitness & yoga classes
• Parenthood top-up
• Extensive catalog of development course offerings
• People networks, mentorship programs, and leadership series (to name a few)

Note: The incentive programs, benefits, and perks have certain eligibility requirements. The Company reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.

workplace arrangement

Remote: Work is performed from home.