Operations Manager, GEC Service Recovery (15 Month Fixed Term Contract)

lululemon; United States; Remote; USD 88,000 - 116,000; Full time

Job summary

A leading company seeks an Operations Manager for the GEC Service Recovery team. This remote position requires a guest-centric leader to drive team performance and enhance the guest experience, overseeing a remote team across Eastern North America. Candidates should have strong management skills, strategic thinking, and the ability to foster a positive team environment.

Benefits

Health and dental benefits

Mental health support

Paid time off

Retirement matching

Discounts on products

Wellness programs

Development opportunities

Qualifications

• 3+ years of people management experience required.
• Experience in contact centre or retail leadership preferred.

Responsibilities

• Manage and develop a remote team of Leads and Educators.
• Enhance guest loyalty and manage escalations.
• Drive performance through regular meetings and coaching.

Skills

Leadership

Team-building

Strategic thinking

Communication

Education

High school diploma

Bachelor's degree

Job description

Operations Manager, GEC Service Recovery (15 Month Fixed Term Contract)

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About lululemon

lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. We focus on technical fabrics and functional design to create transformational products and experiences that support movement, growth, connection, and wellness. Our success stems from our innovative products, store emphasis, commitment to our people, and community connections. We aim to foster positive change, building a healthier, inclusive, and growth-oriented environment for our team members.

Team Overview

The Guest Education Centre (GEC) is our contact centre and digital frontline, serving our North American guests through an omni-channel experience to support their purchasing and resolution needs.

Job Summary

The Operations Manager, GEC Service Recovery, supports the Manager in driving team performance and guest experience, managing, coaching, and developing a remote team of Team Leads and Educators across Eastern North America. The role requires a guest-centric approach and collaboration with other leaders to oversee daily operations.

Core Responsibilities

Leadership & People Management

• Facilitate regular meetings to drive performance and connection.
• Provide ongoing coaching, feedback, and development for Team Leads and team members.
• Create an inclusive, respectful, and positive team environment.
• Address employee concerns and partner with cross-functional teams as needed.
• Implement engagement plans to boost morale and allocate rewards budgets.

Guest Experience & Operations

• Enhance guest loyalty and service recovery through team performance.
• Handle escalations and urgent issues promptly.
• Monitor guest experience trends and operational barriers, proposing solutions.
• Deliver content for staff and organizational meetings.
• Coordinate with cross-functional teams to execute business initiatives.
• Align team efforts with business priorities and KPIs.

Job Requirements

• Legally authorized to work in the respective country.
• Flexible schedule including early mornings, evenings, weekends, and holidays.
• Minimum 3+ years of people management experience.

Preferred Assets

• High school diploma or higher; Bachelor’s degree preferred.
• Experience in contact centre or retail leadership, especially with remote teams.

Desired Skills & Qualities

• Inclusive, honest, and ethical behavior.
• Strong leadership, decision-making, and team-building skills.
• Strategic thinking and change management capabilities.
• Excellent verbal and written communication skills.

Must Haves

• Responsibility and ownership of choices.
• Entrepreneurial spirit and innovation.
• Honest and kind communication.
• Courageous leadership and connection-building.
• Ability to foster joy and fun at work.

Additional Notes

Authorization to work in Canada is required.

Compensation & Benefits

The annual salary range is CAD 88,200 - 115,700, with potential bonuses. Benefits include health, dental, mental health support, paid time off, retirement matching, discounts, wellness programs, and development opportunities.

Workplace Arrangement

This is a remote role under our SSC Workplace Policy, requiring field/community-based work and travel within the designated area.