Manager - GEC Service Recovery, West

Description & Requirements

Business Unit: Store Support Centre (SSC)

Time Type: Full-time

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 GEC Service Recovery team is dedicated to turning challenging moments into meaningful guest experiences. We lead with empathy, product expertise, and a deep commitment to guest loyalty by delivering high-quality guest resolutions that build trust and connection. Working across North America, this team partners closely with cross-functional groups to continuously evolve service strategies, remove barriers, and elevate performance. As people leaders and people developers, we create an environment where our teams are inspired through our growth mindset.

We bring the fun, innovation, while fostering an inclusive, engaged, and high-performing culture where GEC Educators thrive and deliver exceptional outcomes for every guest.

core responsibilities

• Manage and grow a diverse leadership team from a distance, through regular check-in conversations, on‑going performance documentation, the annual evaluation process, and business goal setting.
• Maintain and execute vision for the business function, and develop, implement and execute operational solutions to enhance team engagement and morale, in alignment with broader Guest Support vision, including managing monthly + quarterly rewards budget for your team.
• Support learning and development consistently and equitably by providing feedback, coaching, mentoring, and career path guidance, creating a diverse talent plan for their region.
• Create and foster a respectful and inclusive team environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all team members, virtually and in person as required.
• Communicate effectively both with senior leadership and front‑line Educators, partners seamlessly with Guest Support teams across North America, and represents their team in cross‑functional meetings.
• Partner on and deliver operational strategies to enroll team in priorities of the business and ensure they meet or exceed key performance indicators.
• Address all employee concerns and issues, including knowing when to partner with cross functional partners to take appropriate action.

guest experience & operations

• Lead implementation of the guest loyalty and service recovery strategy for their territory, focused on driving results through product education and delivering a high level of service, in alignment with broader Guest Support vision.
• Business lead for their territory’s business function, including interfacing with cross‑functional partners, community‑building, partnering on recruiting, training, and coverage needs, and day‑to‑day operations.
• Review and assess team performance and lead enhancement of the overall guest experience and key performance indicators for their territory and business function, collaborating with cross functional partners to remove barriers as needed.
• Under the direction of your manager, perform/complete other additional projects, duties, and assignment as required and/or by request.

qualifications

• Role requires a flexible schedule including evenings, weekends, and holidays.
• Role may require travel to key market locations to accomplish work, as needed and as requested.

experience

• 5+ years people management experience
• Experience driving performance through other leaders and/or leading in an operations‑based environment
• 2+ years leading large scale business operations (ecommerce, contact centre or retail)
• Education:
  
  Bachelor’s degree or equivalent
• Experien…