Operations Manager, Digital Engagement

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

As the voice of lululemon on social media and reviews, the Digital Engagement team is responsible for responding to guests who are speaking to lululemon or about lululemon on Instagram, Facebook, META Shops, TikTok, Threads, Twitter, LinkedIn, YouTube, Strava, Reddit, Pinterest, Glassdoor, Apple App Store, and within lululemon product reviews. The team is responsible for building a connected virtual community where guests can turn for product education and recommendations, company and community information, as well as support with resolving any post-purchase issues they encounter.

• *A day in the life**:

As a the Operations Manager of Digital Engagement, you lead the guest-facing team who engages on social media and reviews channels on behalf of the global lululemon brand. You love the challenge of developing others paired with an always changing operations-based team. As an Operations Manager, Digital Engagement, you support the Manager, Digital Engagement in driving performance and people management for the Digital Engagement team and business. Partnering with the Manager, Digital Engagement, as well as cross-functional partners, you manage targets and performance, as well as oversee the daily operations of the team. This role is focused on driving results through the team and will be responsible for the development and performance of ~4 direct reports, and ~45 indirect reports.

• Leads performance management in support of department KPIs (key performance indicators), including team response SLA (service level agreement) and qualityx assurance.
• Responsible for development and management of Team Leads including career pathways/PACE, and any performance improvement plans.
• Owns Talking Talent meetings in partnership with P&C.
• Hosts business review meetings with Digital Engagement field team; responsible for laddering performance results and trends up to Manager, Digital Engagement for Guest Support’s Monthly Business Reviews.
• Maintains baseline headcount and hiring needs for all hourly roles, in partnership with Talent Acquisition.
• Works with Learning & Leadership for all training, onboarding, and content needs.
• Responsible for leading team during high volume PR crisis situations that arise on social media or reviews, in partnership with AP, People Safety, IDEA, and P&C.
• Manages team communication channels in partnership with Internal Communications and Guest Messaging teams.
• Manages expenses and team budget quarterly.
• Supports target setting and P&L management in partnership with Manager, Digital Engagement, WFM, I&A, and FP&A.
• Partners closely with Operations and Strategic Planning team for any operational needs, launches, and all cyclical events like Year-End.
• In partnership with the Product Management team and Program Management team, acts as the business lead and during change management efforts for any workspace and technology updates.
• Supports or leads change management and adoption efforts for any process or organization changes.
• Responsible for working with Guest Support partners to ensure day to day operations are functioning as needed: Intraday, Order Support, Quality Assurance, Programs, Workforce Management, Resolutions, etc.
• Acts as the business lead in cross-functional meetings with partners teams outside of Guest Support: Public Relations, Brand Marketing, Social Media, E-commerce, Retail Operations, Employer Brand, Global Events, etc.
• Supports the Manager, Digital Educator to deliver on annual objectives and key priorities.
• *Qualifications**:
• 2-5 years of progressive leadership experience in operations-based environment.
• Experience in high volume, brand/public relations crisis situations.
• Ability to set, prioritize, manage, and delegate multiple conflicting priorities.
• Experience leading large cross-functional projects.
• Experience in social media, community management, or brand management is an asset.
• Experience with Sprinklr is an asset.
• Post-secondary degree in marketing, communications, or a related program is an asset.

Schedule

The role is full time and works 40 hours per week. You understand that the nature of social media means that you may be asked to work on weekends, evenings and holidays. The Digital Engagement team is online from 4:00 am PST to 8:00 pm PST from Monday