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

At Gap Inc., we are using technology as a competitive advantage to become the world's #1 specialty apparel retailer. As part of GapTech, you will deliver globally scalable, cloud-based solutions, using agile software development, DevOps practices, and advanced technologies.


Our Tech and Digital team pushes boundaries and challenges the status quo. We are made up of thousands of people across the globe who try fast, learn fast, and think big for our customers, communities, and the planet. On our team, you will be part of the technology engine that is driving innovative retail, e-commerce, and global enterprise technology for Gap Inc. and our brands. Our engineers and developers work together to create a seamless omni-channel experience powered through cloud-based platforms, services architecture, and open-source technologies. We help the company grow - whether it's increasing our global footprint, operating a flawless holiday shopping season, or helping a customer get the product they need, when they need it. Our passion is what sets us apart - we're not just here to execute, but also learn and grow and innovate on what's next.


Business Engagement Manager for Customer Experience is responsible for developing the business support strategy and plans that align with continued product delivery to achieve successful business implementation and sustainability of all aspects of the Site and eCommerce systems across brands, and support the continuity of business operations. This role will provide front line and primary support to the business as they learn and use the systems and tools in the eCommerce space, and oversee the issues management process to drive quick investigation, root cause analysis and resolution of both process and technical issues. This person will ensure close partnership and collaboration with brand and Gap Inc. teams to develop support plans for business implementation of new solutions, manage communication strategy to business teams and leaders as relates to the products the team supports, ensure timely resolution of issues, and identify opportunities for improvement in both business process and continuous improvement of systems from a user experience perspective.


This role is based out of the San Francisco office. Currently, job duties are being performed remotely. However, the Company may in the future require you/this role to be in the office on a full-time or part-time basis. Pursuant to Gap Inc.'s policy, all employees who wish to enter Gap Inc.'s San Francisco Bay Area, New York, and Albuquerque office buildings will need to be vaccinated, unless an exemption from the vaccine requirement is approved due to an accommodation for a disability or for a sincerely held religious belief.

What You'll Do

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


• Build relationships with Brand stakeholders, Product Management, Mission Control, Project and Technical engineering teams and leaders


• Partner and collaborate closely with Product Management including PdM, Mission Control, Analytics, Change & Training, as well as Project and Technical engineering and support teams to support product delivery and business implementation goals and objectives


• Partner closely with business cross-functional teams and Release/Change Management teams to understand business process, how the system is used, business impact of issues for internal users and identify potential workarounds to guide and coach Business Engagement resources in their support roles and communications


• Manage multiple resources responsible for serving as the front line support for Mission Control and other user reported issues impacting their ability to do work including initial analysis and trouble-shooting, and engaging project and technical teams when needed for further investigation or escalation to drive resolution


• Develop standardized operating model and communication strategy for Business Engagement team to manage day-to-day process and escalations; ensure proactive communication of status and progress on resolution for key business impacting issues to Brand, Project leadership and Mission Control.


• Partner with Mission Control and Release/Change Mgmt. to provide shoulder to shoulder support for business implementation of new solutions or features/functionality and key business milestones based on business calendar. Partner with cross functional teams to identify opportunities in current systems and process, and provide a direct feedback loop to inform continuous improvement to maximize returns on application development efforts

Who You Are

• 5-7 years as a product operations/ support analyst or business systems analyst


• Experience in managing work activities in a dynamic environment across cross-functional teams to achieve objectives


• Experience with effective communication across multiple cross-functional teams, including presentation of information at a senior leadership level


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


• Strong verbal, written and formal presentation skills including ability to frame and communicate complex ideas in a simple way to all levels of the organization


• Solid interpersonal skills with proven ability to develop and maintain effective business partner working relationships.


• Bachelor's Degree or equivalent

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. This year, we've been named as one of the Best Places to Work by the Human Rights Campaign for the seventeenth consecutive year and have been included in the 2021 Bloomberg Gender-Equality Index for the fourth year in a row.