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Technology Manager – EHC Tech Support (6-Month Contract)

Lululemon Athletica

This is a Contract position in Toronto, ON posted November 24, 2022.

Technology Manager
– EHC Tech Support (6-Month Contract) Region: Canada State: British Columbia Business Unit: Store Support Centre (SSC) 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 proud to be a 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 connections we get to make in every community we are in.

About this team The Educator Help Centre (EHC) is the global technology support team for the stores, the Guest Education Centre (GEC) and our corporate offices.

The EHC is a vital frontline connection to Technology with our employees.

We provide a best-in-class support experience worldwide through phone, e mail, livechat and ServiceNow (our ticketing tool).

We answer all questions and support in solving all technical issues that can come up in stores, the GEC & corporate offices.

As a member of the EHC team, you are empathetic, empowered to be solution oriented & think outside the box and find resolutions for our employees.

The EHC team is passionate about technical problem-solving resolutions through authentic connection.

There is a lot of variety to keep this team stimulated, but enough familiarity to become a master of our Guest Experience.

The EHC team is a close-knit group that works in a fast-paced environment emphasizing goal setting, health and fitness and personal development through our core values.

We also have a lot of fun About this role The Technology Manager – EHC Tech Support role manages the functions and teams required to provide technology support to end users.

This role will work closely in partnership with other Technology Managers in Global Support and Operations as well as cross-functional teams across Technology and the Business to understand the needs of end-users and provide friction-free, empathy first support.

They will drive automation and self-service, partnering closely with the Service Excellence team to elevate efficiency and innovate how support is delivered.

We currently have a variety of team members spread across Canada and the US.

This role is focused on leading a dynamic team of Technology Team Leads, Senior Support Analysts, Support Analysts and Area Technology Leads responsible for partnering with cross-functional teams and providing a centralized view and ensuring metrics and data are provided to technology teams on a regular basis.

This role is also responsible for the metrics, SLAs, and overall performance of the EHC Technology Support Teams.

A day in the life: Reporting to the Technology Director, Global Support & Service Excellence, the Technology Manager role will be integral to the overall success of Gloabal Technology Support They will have oversight for key technical processes, best practices, toolsets, metrics and SLAs for performance, managing resources who onboard/offboard as resources on these teams, and other day-to-day responsibilities required for managing the Tech Support function on a day-to-day basis: Develop and lead a team of individuals across many functions of our business Manage a strong working relationship with vendor partners Manage, drive, maintain & provide visibility into key technical health metrics through EHC incident data Support in driving the strategy for the evolution of self-service and automation Is responsible for an annual operating and capital budget, and ensuring the team and processes fit within the expected financial guidelines set out each year Manage and maintain strong cross-functional partnerships with key leaders across the organization, ensuring metrics and expectations are being met and providing data to support better decision making Manage resources who are responsible for a communication plan/calendar for the meeting structures for all teams to be aware of, inclusive of delivery roadmaps and other key areas of collaboration Ensure consistent, regular communications utilizing a variety of different communication methods and channels Manage and drive strategies that support EHC’s growth into international markets Qualifications: Strong experience in people leadership and technical product managemen Bachelor’s degree or equivalent experiance CS/CIS, finance, business administration, or other related field At least 5-10 years experience in resource management and/or project management and delivery, specifically in a technical field of expertise Experience working in a fast moving technology organization Experience managing budgets and conducting regular forecasting Well versed in all Microsoft Office tools with advanced skillset in Microsoft Excel and Powerpoint Strong written and verbal communication skills with ability to interact with all levels of the organization Must haves: Acknowledges the presence of choice in every moment and takes personal responsibility for their life.

Possesses an entrepreneurial spirit and continuously innovates to achieve great results.

Communicates with honesty and kindness, and creates the space for others to do the same.

Leads with courage, knowing the possibility of greatness is bigger than the fear of failure.

Fosters connection by putting people first and building trusting relationships.

Integrates fun and joy as a way of being and working, aka doesn’t take themselves too seriously.

Only those applicants under consideration will be contacted.

Please accept our utmost appreciation for your interest.

lululemon is an Equal Employment Opportunity employer.

Employment decisions are based on merit and business needs, and not on race, color, creed, age, sex, gender, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions or any other classification protected by federal, state or provincial and local laws and ordinances.

Reasonable accommodation is available for qualified individuals with disabilities, upon request.

This Equal Employment Opportunity policy applies to all practices relating to recruitment and hiring, compensation, benefits, discipline, transfer, termination and all other terms and conditions of employment.

While management is primarily responsible for seeing that lululemon equal employment opportunity policies are implemented, you share in the responsibility for assuring that, by your personal actions, the policies are effective.

lululemon is committed to providing reasonable accommodation to applicants with disabilities.

If you would like someone from our team to contact you for individualized support, email us at accommodationslululemon.com .

In your email, please include the position title, the location of the position and the nature of your request.