Description & Requirements

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.

The Guest Support Organization is responsible for the design and delivery of guest experience via our Educators through our digital channels. The function leads the North America operations - Guest Education Centre (GEC, the contact centre for lululemon), Guest Support Innovation (inclusive of our Digital Educator and Digital Sales teams), our emerging center of excellence in product and workforce planning and delivery, and our North America post-purchase experience.

about this team

As Process Optimization Analyst, you are responsible for representing key business functions in initiatives across Guest Support. These initiatives involve a large number of complex processes that flow across the many teams within Guest Support, as well as other internal teams such as Distribution Centres and Asset Protection. In order to ensure success in process design and implementation, this role will provide subject matter expertise and ensure that key business requirements are considered at each step of owned initiatives. In this role, you will act as a liaison between end-users, leaders, and various project teams to ensure that the strategy and end-product of the initiatives support the Guest Support business.

a day in the life

• Supporting Key Initiatives: Collaborate closely with various teams to drive operational processes related to Guest Support initiatives. This role functions as the main operational process business partner, ensuring smooth operations for our 15+ Guest Support teams and innovating new approaches.
• Providing Expertise: Share your deep understanding of how our processes and systems function within the Guest Support organization, helping us streamline workflows and enhance efficiency.
• Connecting Teams: Serve as a vital link between our technology operations, product management, user-experience teams, and Guest Support field teams. Your role will involve facilitating communication and collaboration to achieve our goals effectively.
• Project Involvement: Play a crucial role in core project teams, representing the needs and perspectives of our Guest Support employees. Your input will be instrumental in ensuring that projects align with our business requirements and objectives.
• Feedback Gathering: Take the lead in collecting feedback from Guest Support employees and other partners to shape our strategy for process design and improvement. Your insights will drive our efforts to optimize our operations.

qualifications

• Education: While post-secondary education is an asset, relevant experience and skills are equally valued.
• Operational Experience: At least 1 year of experience in an operational role within a customer support environment, such as a call center, is preferred.
• Collaboration Experience: Previous experience collaborating with product management and user-experience teams is beneficial.
• Project Management Understanding: Familiarity with project management methodologies is advantageous.
• Analytical Skills: Ability to analyze data and think critically to solve problems effectively.
• Experience with Tools: Familiarity with tools such as Jira, Confluence, Smartsheet, Miro, Salesforce Service Cloud, and Visio would be beneficial for this role.
• Initiative and Motivation: A proactive and innovative mindset, driven by a desire to make a difference in a dynamic and goal-oriented environment.

Compensation and Benefits Package

lululemon's compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and teamperformance. Thetypical hiring range for this position is from$81,500 - 107,000CAD 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

This role is classified as hybrid under our SSC Workplace Policy:

Hybrid

In-person collaboration is important, and much of the role can be performed remotely. Work is performed onsite at least 3 days per week.

#LI-Hybrid