Program Manager, New Capabilities (Remote Opportunity)

Gap - Groveport, OH

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.