Posted on: July 19, 2021 | Job#: 367374-998040020131

Customer Experience and Retention Manager-Contact Center

Full-time | Rocklin, CA, US 95765

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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

As part of the Contact Center Customer Experience Team at Gap Inc., you will play a critical role in retaining & supporting customers and resolving complaints across brands and channels. Using solid problem solving and decision-making skills, you will be resolving complex issues across channels on behalf of customers to deliver a value enhanced, low effort customer experience.

You will oversee a team of supervisors and agents handling workload, customer escalations, and social platform customer service to meet key performance metrics and deliver exceptional customer service. . You will lead with inspiration and vision and invigorate our teams to drive our global business.

What you'll do

  • Executes the Contact Center strategy and initiatives through process management; ensure desired outcomes are clear, key milestones are identified and aligned to the business

  • Deliver exceptional customer experiences across channels. Ability to identify and assist in resolving escalated and sensitive customer and agent impacting issues to drive customer retention.

  • Ability to drive accountability and standardized best practices and leverages support functions to optimize operational and financial performance

  • Collaborate, influence, and strategize with cross-functional partners to support the business and deliver results

  • Accountable for team performance through teaching, coaching and providing meaningful feedback to build capabilities and to drive a culture of high performance and engagement

  • Uphold the company and brand culture and create an inclusive environment where both customers and employees feel valued, appreciated, and a sense of belonging

  • Represent the brand and understand the customer, competition, and retail landscape

  • Responsible for end results of team and shares responsibility over resources, budget and adherence to policies

Who you are

  • Proven track record and experience in Customer Service with progressive leadership experience

  • Continuous learner and possess abiility to build relationships across a matrixed organization, understand the business needs and deliver results

  • Create with audacity through using strong diagnostic skills in listening, probing and analyzing to translate business problems into data-driven solutions

  • Ability to assess relatively complex and escalated customer situations and analyze data and interpret data to make judgments and recommend solutions in a creative and logical manner

  • Strong computer skills with an emphasis on contact center tools (MS Office Excel, PowerPoint, Call Management Systems)

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 Humans Rights Campaign for the fourteenth consecutive year and have been included in the 2019 Bloomberg Gender-Equality Index for the second year in a row.

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