Senior Product Manager, Post Purchase (6-Month Fixed Term)

Job title: Senior Product Manager, Post Purchase (6-Month Fixed Term)

Company: Lululemon Athletica


Job description: Description & Requirementswho we arelululemon 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 teamThe Digital Product Management team is a key part of the overall Global Digital, OMNI & Guest Support Team. This team works to create a uniquely lululemon, truly differentiated and elevated guest experience beyond the point of purchase. By focusing on seamless returns, exchanges, and post-purchase communication experiences, this team partners closely with Technology, UX, Operations, and OMNI teams to enhance customer satisfaction and loyaltya day the life: what you’ll do

• Responsible for understanding how post-purchase experiences align with the overall business and guest support strategy, including identifying what guest/business problems need to be solved and what inputs are required.
• Responsible for creating and owning the product vision, strategy, and roadmap for post-purchase features such as self-service returns and exchanges, communication touchpoints, and fulfillment updates.
• Document high-level requirements, acceptance criteria, and KPIs that push the product strategy forward and achieve key objectives related to post-transaction guest engagement.
• Attend, participate in, and lead agile ceremonies to demonstrate completed post-purchase features, collaborating with stakeholders across OMNI, digital, and technology teams.
• Make data-informed decisions based on customer feedback, analytics, benchmarks, return/exchange rate trends, and emerging best practices in post-purchase experiences.
• Measure and report on the success of post-purchase features and enhancements, including their impact on guest satisfaction (CSAT), Net Promoter Score (NPS), and I/O reduction goals.
• Collaborate with developers and business analysts to iterate on post-purchase solutions, ensuring a perfect balance of customer & business value and level of effort.
• Define the size of post-purchase features and participate in sizing sessions.
• Ensure a continuous cycle of feedback from stakeholders and guests is integrated into post-purchase product planning and development, including backlog grooming and prioritization activities.
• Collaborate with business stakeholders and other product managers to align post-purchase features with OMNI strategies, such as in-store returns and exchanges.
• Partner with the technology team on training and rollout of new post-purchase features to business users, including enhancements for post-purchase communications like order status updates or return confirmations.
• Identify and lead change management activities to support rollout to impacted stakeholders for post-purchase tools and processes.

qualifications

• 5+ years of digital product management experience with an emphasis on delivering guest-facing applications or customer service applications.
• Up to 3 years of relevant experience will be considered in lieu of product management experience.

• Experience with digital technologies, e-commerce, payments, and mobile applications
• Preference for candidates who have experience working on products with end users outside North America, on an Agile Scrum team, and familiarity with Salesforce Commerce Cloud
• Strong core consulting skills (demonstrated track record of quality delivery, interpersonal and cross-functional relationship 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 by seeking, accepting and acting on productive feedback
• 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, locations and direct and in-direct reporting relationships

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, aka doesn’t take yourself too seriously

Workplace arrangementThis role is classified as Hybrid under our SSC Workplace Policy (see youlu page for an overview):HybridWork is performed onsite at least 3 days per week. Applicants must be located in, or willing to relocate to, the specified work location.Compensation and Benefits Packagelululemon’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. The typical hiring range for this position is from $123,500-$162,100 CAD annually; the base pay offered is based on market location and may vary depending on job-related knowledge, skills, experience, and internal equity. As part of our total rewards offering, permanent employees in this position may be eligible for our competitive annual bonus program subject to program eligibility requirements.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:

• Extended health and dental benefits, and 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 (to name a few)

Note: The incentive programs, benefits, and perks have certain eligibility requirements. lululemon reserves the right to alter these incentive programs, benefits, and perks in whole or in part at any time without advance notice.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 . In your email, please include the position title, the location of the position and the nature of your request.

Expected salary:

Location: Canada

Job date: Wed, 25 Dec 2024 01:14:39 GMT

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