Gap Inc. is a global fashion retailer that operates several iconic brands including Old Navy, Gap, Banana Republic, and Athleta. The company is committed to providing quality fashion at accessible prices, while also fostering a diverse and inclusive workplace.

About the Role

As a Program Manager, New Capabilities, you will play a crucial role in driving the digital transformation of Gap Inc. You will be responsible for understanding program requirements, developing tech-oriented plans, tracking progress, and managing stakeholders. Your focus will be on delivering a customer-centric digital experience, leveraging self-service, automation, and workforce optimization to enhance efficiency and value.

Key Responsibilities:

Lead the Business Engagement strategy to support business user communities and project teams.
Write business cases to justify project initiatives and evaluate alternative options.
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 resolve technical support issues.
Identify areas for process and tool optimization.
Drive operational excellence and recommend areas of opportunity within the contact center organization.
Influence leadership team strategy and initiatives.
Plan, budget, and manage end results.

Qualifications:

Expert analytical and problem-solving skills.
Strong strategic planning and analysis skills.
Technical knowledge in digital/eCommerce, Stores, Product to Market, Asset Management, Enterprise, Operational, and Customer Insights.
Ability to develop innovative solutions for complex situations.
Comprehensive understanding of contact center technologies and emerging technologies.
Contact center operational expertise, including financial planning, operational reporting, routing strategies, and workforce management.

Benefits: