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

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 :

The 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 loyalty.

A Day in 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

Must Haves

Workplace Arrangement

This role is classified as Hybrid under our SSC Workplace Policy. Work 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 Package

lululemon’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 $136,200-$178,700 USD 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 :

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.

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Salary : $136,200 - $178,700