Gap - Groveport, OH

posted 21 days ago

Full-time - Senior
Remote - Groveport, OH
Clothing, Clothing Accessories, Shoe, and Jewelry Retailers

About the position

The Program Manager for New Capabilities at Gap Inc. is responsible for understanding program requirements, devising tech-oriented plans, tracking progress, and managing stakeholders with a strong emphasis on communication. The role focuses on delivering a customer-centric digitally enabled experience, driving self-service and automation, and optimizing workforce and margin recovery opportunities. The Program Manager will provide front-line business support to resolve issues for customers and minimize business disruption through effective communication and solutions.

Responsibilities

  • Lead the Business Engagement strategy to support business user communities and project teams delivering new and enhanced capabilities.
  • Write business cases to justify projects, evaluating benefits, costs, and risks of alternatives.
  • Provide leadership and alignment across various teams including Brand stakeholders, Product Management, and Technical engineering.
  • Partner with Product Management to identify and prioritize technical support issues and collaborate on resolutions.
  • Identify opportunities for process and tool optimization through research and analysis.
  • Drive operational excellence and make recommendations for improvement within the contact center organization.
  • Influence leadership team strategy and initiatives, presenting information to leadership.
  • Responsible for planning, budget, and end results; set policies for sub-functions.

Requirements

  • Expert analytical and problem-solving skills with strong critical thinking and business curiosity.
  • Strong strategic planning skills and ability to perform detailed analysis; identify risks and communicate goals.
  • Technical knowledge in Digital/eCommerce, Stores, Product to Market, Asset Management, and Customer Insights.
  • Ability to develop innovative solutions for complex situations in a fast-changing environment.
  • Comprehensive understanding of contact center technologies and emerging technologies such as AI and self-service.

Nice-to-haves

  • Experience in financial planning and operational reporting.
  • Familiarity with contact center routing strategies and workforce management.

Benefits

  • Merchandise discount of 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic, and Athleta, and 30% off at Outlet.
  • Competitive Paid Time Off plan allowing up to five hours monthly for volunteering.
  • Extensive 401(k) plan with company matching for contributions up to four percent.
  • Employee stock purchase plan.
  • Medical, dental, vision, and life insurance.
© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service