Quality Returns Team Lead

at  Lululemon

Location: This is a remote opportunity for those based in the US or Canada. Vancouver, BC or Toronto, ON are preferred locations.
Who we are
lululemon is a yoga-inspired technical apparel company up-to big things. The practice
and philosophy of yoga informs our overall purpose to elevate the world through the
power of practice. We are to be growing global company with locations all around the
world, From Vancouver to Shanghai, and places in between. We owe our success to
our innovative product, our emphasis on our stores, our commitment to our people, and
the incredible connection we get to make in every community we are in.
About this team
The Guest Education Centre (GEC) is the contact center for lululemon. With offices in
Vancouver, and remotely, we are a vital frontline connection with our guests. Most
people call them customers, but because we create an inviting environment, we call
them our guests.
A day in the life
Our Quality Returns Support team lives and breathes product identification and education, supporting guests when their gear doesn’t quite live up to our standards. They navigate tough conversations and situations passed on from Quality Queue Support group and are innovative in creating solutions for elevating guest experience while remaining in alignment with company expectations. As a GEC Quality Returns Team Lead you will manage, support, and elevate a team of Return Supports. You are committed to being a driving force of innovation and providing your team with everything they need to provide a great guest experience. You support your team through performance coaching, formal reviews, and personal development. You are a maverick when it comes to delegating, providing in the moment feedback, and following up on outstanding issues.

Role Responsibilities

• Responsible for providing ongoing coaching, training, and feedback to Return Supports. Including assessing and managing performance of the Quality Returns team through performance improvement plans and formal performance reviews.
• Ensures thorough and accurate tracking of all guest feedback and highlights trends.
• Builds and fosters cross-functional relationships throughout the company.
• Works cross functionally with several teams, which include but not limited to, the Resolutions team, Order Support, and Floor Support
• Supports ongoing team development through delegation of various tasks and responsibilities.
• Supports short-term and long-term strategies to develop functions and support business needs for the team.
• Recognizes gaps and proactively improves existing processes - you drive change with minimal support.
• Participates in and facilitates GEC leadership meetings.
• Reports to the GEC Quality Returns Operations Manager.
• Actively contributes to an inclusive work environment through IDEA initiatives and priorities.
• Responsible for performing additional task and assignments as required, that support our internal partners in delivering initiatives to our team members.

Skills and Qualifications

• Excellent leadership skills with the ability to coach and train others.
• Able to build relationships and communicate with a broad range of cross functional partners.
• Strong time management skills and ability to prioritize tasks; able to work well under pressure and meet deadlines.
• Strong organizational and multitasking skills.
• Attention to detail is a must.
• Able to demonstrate sound judgement, and strong decision-making abilities in a non-emotional manner.
• Thinks proactively and is a team player with excellent verbal and written communication.
• Strategic problem solver with an operational and creative mindset.
• Business acumen and holistic thinking.
• Intermediate to advanced computer skills; this includes proficiency in Microsoft Office.
• Able to see trends through transferable knowledge and communicate them effectively.
• Able to understand numbers and reports.
• Previous management experience required. 1-2 years’ experience required.

Our Must Haves

• Thrives in a rapidly evolving, ambiguous workplace.
• Coachable, adaptable, and open to change.
• Responsible and dependable with utmost integrity.
• Contact Centre experience is a must.

Work from Home Requirements

GENERAL REQUIREMENTS:

• Reside and work in a province/state where lululemon operates.
• Disciplined work ethic - a self-starter with the ability to work independently in a fast-paced environment.

NETWORK REQUIREMENTS:

• Internet Download Speed of 50 Mbps or greater
• Internet Upload Speed of 15 Mbps or greater
• Connection has less than 100ms of latency (ping)
• Hotspots, dial-up and wireless connectivity are not acceptable connections.

Working Conditions

• At a desk for up to 8 hours/day.
• 40 hours a week with potential for overtime as required

Compensation and Benefits Package
lululemon’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional team performance. The base pay range for this position is from $22.95-$32.10/hour CAD, subject to minimum wage in the location. The base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. This position has a target bonus of an additional 10%, subject to certain requirements and the Company’s discretion, bringing the total hourly target compensation range between $23.72-$35.31/hour CAD.

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:

• Full hardware setup (e.g., laptop, display)
• Extended health and dental benefits, and mental health plans
• Paid time off
• Savings and retirement plan matching
• Generous employee discount
• Monthly wi-fi reimbursement
• 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

• Responsible for providing ongoing coaching, training, and feedback to Return Supports. Including assessing and managing performance of the Quality Returns team through performance improvement plans and formal performance reviews.
• Ensures thorough and accurate tracking of all guest feedback and highlights trends.
• Builds and fosters cross-functional relationships throughout the company.
• Works cross functionally with several teams, which include but not limited to, the Resolutions team, Order Support, and Floor Support
• Supports ongoing team development through delegation of various tasks and responsibilities.
• Supports short-term and long-term strategies to develop functions and support business needs for the team.
• Recognizes gaps and proactively improves existing processes - you drive change with minimal support.
• Participates in and facilitates GEC leadership meetings.
• Reports to the GEC Quality Returns Operations Manager.
• Actively contributes to an inclusive work environment through IDEA initiatives and priorities.
• Responsible for performing additional task and assignments as required, that support our internal partners in delivering initiatives to our team members