Senior Product Manager - Guest Support
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Key skills for this role
About the Role
lululemon seeks a Senior Product Manager for Guest Support to create a differentiated online guest experience. You will own the product vision and roadmap for guest-facing or customer service applications, collaborate with technology and UX teams, and make data-informed decisions.
Key Skills for This Role
Responsibilities
- Understand how your specific product aligns with overall business/company strategy
- Create and own the product vision, strategy and roadmap for new features for one or more mid scale products
- Document high level requirements, acceptance criteria and KPIs
- Attend, participate and lead agile ceremonies and demonstrate completed features to stakeholders
- Make data informed decisions based on organizational priorities, customer feedback, analytics, and emerging trends
- Measure and report on the success of features and enhancements
- Collaborate with developers and business analysts to iterate solutions
- Ensure continuous cycle of feedback from stakeholders and guests is integrated in product planning
- Collaborate with business stakeholders and product managers to understand requirements
- Partner with technology team on training and rollout of new features
- Identify and lead change management activities to support rollout
Requirements
- 5+ years of digital product management experience with emphasis on guest facing applications or customer service applications
- Minimum BA/BS degree from a four year accredited university (advanced degree preferred)
- Experience with generative AI solutions, Agentic AI prompting and customer service/CRM technologies, or Contact Centre as a Service
- Preference for experience working on products with customer facing or customer support employee impact, on an Agile Scrum team, and familiarity with Salesforce Service Cloud
- Strong core consulting skills
- Exceptional written and verbal communication skills
- Demonstrated experience in developing and delivering executive level presentations
- Ability to drive results independently, but thrives in collaborative environments
- Experience leading product teams with diverse range of skill sets
Full Job Posting
who we are
- lululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits.
- Focus on creating positive change to build a healthier, thriving future.
About This Team
- The Digital Product Management team is part of Global Digital, OMNI & Guest Support Team.
- Works to create a uniquely lululemon, differentiated and elevated online guest experience for Guest Support.
Core Responsibilities
- Responsible for understanding how your specific product aligns with overall business/company strategy.
- Responsible for creating and owning the product vision, strategy and roadmap for new features.
- Document high level requirements, acceptance criteria and KPIs.
- Attend, participate and lead agile ceremonies and demonstrate completed features to stakeholders.
- Make data informed decisions based on organizational priorities, customer feedback, analytics, and emerging trends.
- Measure and report out on the success of features and enhancements.
- Collaborate with developers and business analysts to iterate solutions.
- Defines sizes features and participates in sizing sessions.
- Ensure a continuous cycle of feedback from stakeholders and guests.
- Collaborate with business stakeholders and product managers to understand requirements.
- Partner with the technology team on training and rollout of new features.
- Identifies and leads change management activities to support rollout.
Qualifications
- 5+ years of digital product management experience with emphasis on delivering guest facing applications or customer service applications.
- Minimum BA/BS degree from a four year accredited university (advanced degree preferred).
- Experience with generative AI solutions, Agentic AI prompting and customer service/CRM technologies, or Contact Centre as a Service.
- Preference for candidates who have experience working on products with customer facing or customer support employee impact, on an Agile Scrum team, and familiarity with Salesforce Service Cloud.
- Strong core consulting skills.
- Exceptional written and verbal communication skills.
- Demonstrated experience in developing and delivering executive level presentations.
- Ability to drive results independently, but thrives in collaborative environments.
- Has a deep desire to learn and improve.
- Desire and ability to learn quickly and work in an agile environment.
- Demonstrated leadership; mentorship, visionary, clarity of purpose, motivated, relentless execution.
- Experience leading product teams with diverse range of skill sets.
must haves
- Acknowledge the presence of choice in every moment and take personal responsibility for your life.
- Possess an entrepreneurial spirit and continuously innovate to achieve great results.
- Communicate with honesty and kindness and create the space for others to do the same.
- Lead with courage, knowing the possibility of greatness is bigger than the fear of failure.
- Foster connection by putting people first and building trusting relationships.
- Integrate fun and joy as a way of being and working.
Compensation And Benefits Package
- Typical hiring range: CAD 136,200 CAD 178,700 annually.
- Eligible for competitive annual bonus program.
- Extended health and dental benefits, mental health plans.
- Paid time off.
- Savings and retirement plan matching.
- Generous employee discount.
- Fitness & yoga classes.
- Parenthood top up.
- Extensive catalog of development course offerings.
- People networks, mentorship programs, and leadership series.
workplace arrangement
- Hybrid: In person collaboration, minimum 4 days per week onsite.
Additional Notes
- Immigration support is potentially available for this role.
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