Technology Manager - Guest Support (Salesforce Service Cloud & Splunk)

Technology Manager, GEC (Contact Center) Technology & Operations About lululemon: 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 products, 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. As we continue to elevate our shopping experience, our India Tech Hub plays a key role in expanding our technology capabilities in Product Systems, Merchandising and Planning, Digital Presence, distribution and logistics, and corporate systems. Our team in India works as an extension of the global team on projects of strategic importance. About this team: This role is part of the Technology leadership team accountable for Engineering and Technology Operations. Our team is fast-paced and taking on exciting new initiatives to support a fast-growing business. We strive to adopt leading-edge technology and seek to improve on the solutions continuously. We are not afraid to try new things, have fun, and encourage each other to take on new challenges. We support each other in growing professionally and personally. We fail forward and learn from our mistakes, thus creating a better path ahead. We create space for team members to share feedback and ideas that can help us continually grow as an organization. We operate following agile framework and leverage multiple product teams across our various functions. We encourage our teams to norm and figure out the best way to deliver critical business initiatives. We institute a culture of fun and light-heartedness to enjoy work each day. We are inclusive and know that we are stronger as a team then as an individual. A day in the life: As Technology Manager, you are a leader responsible for the operational health of our contact center systems, by working closely with delivery teams and other leaders to ensure the operational success of all our contact center technology by leading through a strong team skilled in CRM technologies (Salesforce Service Cloud), Service Now, Splunk, Datadog, and other key systems. You are a leader who is comfortable leading and managing team members with strong operational skillsets and can communicate expectations clearly to all team members. You are an advocate for the career development of your team. In addition to strong management skills, you act as a leader for executing tasks related to the operational health of the systems, during key times of the year, like special holidays, shopping seasons, and black Friday. You also own the technical roadmap for your team and can communicate timeline, scope and risks to partners and stakeholders, and lead the delivery of initiatives. This role requires excellent organizational skills and the ability to identify and eliminate bottlenecks, provide escalation management, anticipate, and make tradeoffs and balance business needs versus technical constraints. A strong understanding of call center technology is a must. You feel comfortable and at home, when discussing Salesforce, contact channels, social media integrations, and monitoring and alerting tool stacks. Maturity, curiosity, creative problem solving, and team leadership are all essential for success in this role. You also bring your experience, ideas, and initiatives to influence and drive change to support our growth and scaling. Key responsibilities for this role include: Leading a team of Salesforce Engineers, Operational System Analysts, Tech Project Managers, Business Analysts, and QA Engineers. Leading sev 1 & 2 issues from RCA to resolution, including triage, troubleshooting, and communications, through your capable team. Provide high quality technical level 3 support to our educators and users of our systems. Leading the ITSM, ITIL and Operational Support processes using Service Now. Managing people, processes and timeline to ensure that high quality deliverables are produced to support our peak times of year. Ensuring the right skills are being used to solve the right problems by supporting the team with empathetic coaching, skills development, and career path leadership. Ensuring team produces processes that meets business and technology requirements which are resilient, monitorable, performant and maintainable. Leading resolution of production support incidents in accordance with incident management policies and procedures and ensures that applications changes follow change management policies and procedures. Stay abreast of latest technology and industry trends. Champion and enforce operational support processes, dashboarding strategies, and working with project teams to ensure operational readiness. Driving alignment by building effective partnership with stakeholders across global markets Being a role model and lead awareness and training for your team in our IDEA program - Inclusion, Diversity, Equity and Action. Qualifications: Bachelors degree or equivalent experience Computers Science or other related field 5 years experience in multiple contact center technology stacks, for example; Salesforce Service Cloud (and associated SKUs and salesforce clouds), Splunk/ Datadog, Five9, Twilio, Oracle OSC, Snowflake, Verint, IBM Sterling. 14 years of experience in information technology with direct working experience leading complex, global technology initiatives 4 years of people management experience. 10 years of experience working in Operational Support teams Must have expertise in the Contact Center Domain ideally with a retailer. Excellent presentation, verbal, written, interpersonal and listening skills Strong interpersonal and leadership skills including collaboration, facilitation, and negotiation Strong collaboration skills to achieve business goals collectively across broad teams Challenges the status quo, champions change and influences others to change 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 does not take themselves too seriously

Location: Bangalore, IN

Posted Date: 10/29/2024