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Work Background
lululemonOperations Manager
Mar. 2023Seattle, Washington, United StatesLead cross-functional operations for the CFO department, supporting Technology and AGGI functions across the Vancouver and Seattle offices. Drive strategic planning, team leadership, and stakeholder alignment to enhance operational efficiency, workforce planning, and executive-level support systems. Key Contributions:
• Improved operational efficiencies through leading Steering Committees to align on priorities and streamline work streams across business units to support enterprise imperatives.
• Developed and executed annual and quarterly roadmaps, ensuring 100% on-time delivery of key initiatives.
• Managed a team of 21 direct reports, improving team performance and retention through leadership, coaching, development programs and career pathing.
lululemonStore Manager
Mar. 2021 - Mar. 2023Hawaii, United StatesLed high-volume store operations and team development initiatives, focusing on performance optimization, revenue-driving insights, and regional training support. Managed complex staffing and drove operational excellence through data and leadership. Key Contributions:
• Delivered MBR and QBR presentations with insights on sales, labor, UPT, and product flow, influencing strategic decisions at the regional level.
• Led deep-dive analysis into store KPIs, identifying trends that informed revenue and conversion strategies.
• Managed and developed up to 60 direct reports during peak seasons, overseeing recruitment, performance reviews, PACE conversations, and career progression.
• Facilitated learning sessions as part of the North America Virtual Retail Training Team, supporting the growth of leadership capabilities across multiple markets.
lululemonAssistant Manager
Feb. 2019 - Mar. 2021Hawaii, United StatesStrategic retail leader supporting store operations, labor optimization, and regional alignment across the Hawai’i market. Partnered with SSC teams to share field insights, support internal communications, and contribute to training and hiring initiatives. • Led MBR and QBR presentations focused on labor planning and staffing metrics, sharing key insights and recommendations with SSC partners.
• Conducted deep-dive labor metric analysis, identifying bottlenecks and delivering actionable insights to drive efficiency and improve staffing models.
• Facilitated workshops and development sessions as part of the North America Virtual Retail Training Team, strengthening leadership pipelines across the region.
• Successfully led the Return to Operations post-COVID, creating clear communication channels between leaders and pods and supporting hybrid team transitions.
• Partnered with SSC Internal Communications to support messaging between Retail and Guest Education Center (GEC) teams.
• Developed and deployed a centralized hiring and labor strategy across the 4 Hawaiian Islands, improving alignment and consistency across stores.
lululemonKey Leader / Store Business Lead
Aug. 2017 - Feb. 2019Seattle, Washington, United StatesLed store operations, regional training, and workforce strategy across high-volume retail markets, partnering closely with corporate teams to align field execution with broader business goals. Acted as a bridge between stores and SSC, influencing labor strategy, hiring, and internal communications. Key Contributions: • Developed and executed a strategic hiring plan for peak 2019 season, recruiting and onboarding 42 new hires, ensuring full staffing to meet holiday business demands.
• Designed and led regional training programs across Pacific Northwest stores, standardizing onboarding and skill development to improve employee ramp-up time and retention.
• Analyzed labor and sales data to identify scheduling bottlenecks and implemented data-driven solutions that improved labor allocation and boosted sales conversion.
lululemonEducator
Nov. 2016 - Aug. 2017Seattle, Washington, United States
Swann InsuranceTeam Manager
Feb. 2013 - Jun. 2016Melbourne, Victoria, AustraliaLed operational strategy, process improvement, and team development within a high-volume claims environment. Focused on optimizing workflows, improving customer outcomes, and reallocating resources to drive business growth. Key Contributions: • Streamlined KPI processes within the Claims Department, enabling the reallocation of 2 full-time employees (FTEs) to Sales—contributing to a 5% increase in customer acquisition.
• Spearheaded the design and implementation of a customer-facing online web form, improving accessibility and reducing administrative time for claims intake.
• Led space planning and facilities transitions, successfully coordinating the phased relocation of 300 employees to a new corporate office with minimal disruption.
• Managed a department-wide restructuring initiative, enhancing workflow efficiency, increasing throughput, and optimizing internal resource utilization.
Swann InsuranceClaims Officer
Feb. 2013 - Jul. 2013Melbourne, Victoria, Australia• Investigated and managed complex claims, gathering evidence, assessing coverage, and determining the scope of payout based on policy terms and conditions.
• Negotiated settlements with clients, third parties, and insurers, achieving mutually beneficial resolutions and minimizing litigation risk.
St Kilda RSLTeam Supervisor
Jan. 2010 - Jul. 2013Melbourne, Victoria, AustraliaReporting, budget management, scheduling, customer service
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