Program Manager, New Capabilities at Gap Inc. in Groveport, Ohio

Job Description:

About Gap Inc.

Our brands bridge the gaps we see in the world. Old Navy democratizes style to ensure everyone has access to quality fashion at every price point. Athleta unleashes the potential of every woman, regardless of body size, age or ethnicity. Banana Republic believes in sustainable luxury for all. And Gap inspires the world to bring individuality to modern, responsibly made essentials.    

This simple idea—that we all deserve to belong, and on our own terms—is core to who we are as a company and how we make decisions. Our team is made up of thousands of people across the globe who take risks, think big, and do good for our customers, communities, and the planet. Ready to  learn fast, create with audacity and lead boldly? Join our team.

About the Role

In this role you will be responsible for understanding program requirements, participating in devising tech-oriented plans, tracking progress, and managing stakeholders with a strong emphasis on communication. You will prioritize delivering a customer centric digitally enabled experience, which includes but is not limited to driving self-service/automation, workforce optimization, margin recovery opportunities and value enhancement. By providing front-line business support to quickly resolve issues for our customers, you should strive to minimize business disruption through guidance and communication of solutions to the problems business end users experience using our systems, tools, and reports.

What You'll Do

• Lead the Business Engagement strategy to support business user communities and project teams as they deliver new and enhanced capabilities and solutions


• Writing business case to provides justification for undertaking projects, programs or portfolios. To evaluates the benefit, cost and risk of alternative options and provides a rationale for the preferred solution.


• Provide leadership and alignment across various teams including Brand stakeholders, Product Management, Mission Control, Project and Technical engineering.


• Partner closely with Product Management to identify and prioritize technical support issues experienced by business end users and collaborate to drive resolution to minimize risk and business disruption.


• Identify areas of opportunities for optimization of processes and tools through research and analysis


• Drive operational excellence and recommendations on areas of opportunity throughout our contact center organization.


• Regularly influence leadership team strategy and initiatives, present information to leadership


• Responsible for planning, budget, and end results; sets policies for sub function/function.

Who You Are

• Expert analytical and problem-solving skills with strong critical thinking and business curiosity


• Strong strategic planning skills and ability to perform analysis at a low level of detail; identify risks and communicate goals


• Technical knowledge in specific domain areas including but not limited to Digital/eCommerce, Stores, Product to Market, Asset Management, Enterprise, Operational and Customer Insights


• Develop innovative solutions for complex situations in a fast-changing environment; cover a wide range of activities requiring complex judgments.


• Comprehensive understanding of the contact center technologies, as well as emerging technologies such as AI, bots and self-service.


• Contact center operational expert, versed in financial planning, operational reporting, contact center routing strategies and workforce management.

Benefits at Gap Inc.

• Merchandise discount for our brands: 50% off regular-priced merchandise at Old Navy, Gap, Banana Republic and Athleta, and 30% off at Outlet for all employees.
• One of the most competitive Paid Time Off plans in the industry.*
• Employees can take up to five “on the clock” hours each month to volunteer at a charity of their choice.*
• Extensive 401(k) plan with company matching for contributions up to four percent of an employee’s base pay.*
• Employee stock purchase plan.*
• Medical, dental, vision and life insurance.*
• 
  See more of the benefits we offer.

*For eligible employees

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. In 2022, we were recognized by Forbes as one of the World's Best Employers and one of the Best Employers for Diversity.



US CandidatesPlease note that effective, June 30, 2022, Gap Inc. will no longer require any of its employees to wear face masks or require proof of COVID vaccination, unless required by local or state/provincial mandates or as part of Gap Inc's quarantine guidelines after being exposed to or testing positive for COVID. Therefore, please disregard any language in any job posting that refers to Gap Inc.'s face mask and proof of vaccination policy as said policy is no longer effective.