lululemon

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.

position

Service Center Manager

reports to

Senior Manager, Distribution

location

Wuhan

about this team

The team is responsible for the flow of all products to stores and to the hands of our guests (ecom), in a timely, efficient, and cost effective manner, ensure the entire operations are in compliance with company policies such as finance, inventory control and accounting, assets protection, data security.

core responsibilities

• Own full responsibility for all aspects of Service Center operations. Effectively manage and drive all value-added services within the Service Center to support the company’s business growth.
• Lead the team to deliver professional operations and continuous innovation. Create value for the company by converting defective inventory into sellable products, while enhancing customer experience through personalized services and maintaining industry-leading standards.
• Plan workforce and vendor resources based on business volume. Effectively manage both peak and non-peak periods to ensure stable service quality and operational efficiency.
• Develop strong expertise in all service categories, including technical requirements and operating procedures. Establish standardized processes and best practices while continuously driving process optimization and service innovation to improve efficiency and maintain consistent quality.
• Take a customer-centric approach to handle customer complaints and service issues in a timely and effective manner. Continuously improve related processes to enhance overall service quality.
• Work closely with cross-functional teams including Tech, Retail, E-commerce, Finance, Quality, and Sustainability to ensure service capabilities align with business development needs.
• Manage consumables to ensure proper inventory levels and standardized usage. Ensure accurate cost records and billing to support financial settlement and cost management.
• Build a people-first team culture that empowers and motivates team members, unlocking their potential and supporting team development.

qualifications

• 5+ years of experience in guest-facing roles, retail operations, or supply chain management, with a strong passion for delivering exceptional guest experiences and embodying brand values.
• Proven track record of problem-solving and adaptability in fast-paced, dynamic environments.
• Strong operational mindset, demonstrated by experience in process improvement and driving operational efficiency.
• Experience collaborating with cross-functional teams, including Retail, E-commerce, Supply Chain, Inventory Control, and Quality.
• Excellent communication and presentation skills in both English and Chinese.

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. 

additional notes

Authorization to work in China is required for this role.

compensation and benefits package 

lululemon’s compensation offerings are grounded in a pay-for-performance philosophy that recognizes exceptional individual and team performance. As part of our total rewards offering, you will receive competitive base pay and permanent employees in this position may be eligible for our 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:

• Supplement health and dental benefits, and mental health plans
• Paid time off
• Savings plan matching - Employee Stock Purchase Plan
• 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)

workplace arrangement

In-person collaboration and office-based work is necessary and important for this role. Work is performed onsite, 5 days a week, depending on role requirements.