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 a Knowledge Management Analyst within the Contact Center, you will be an individual contributor responsible for creating, organizing, and sharing company information within the Knowledge Base platform. You will collaborate with cross-functional teams to ensure accurate, customer-centric information flow. This hands-on role involves supporting AI tool implementation to enhance article understanding and improve customer resolutions. The ideal candidate thrives in a dynamic environment, eager to shape and evolve the role, and is curious about exploring new solutions and technology. You will play a tactical part in reimagining our knowledge base and contribute to redefining and building our knowledge management practices.
What You'll Do
What You'll Do
- Manage Knowledge Content
- Create, curate, and store knowledge content, SOPs, and training materials
- Complete regular audits for accuracy and accessibility
- Apply templates to existing knowledge content
- Reengineer existing content to accommodate AI learning
- Collaborate across the organization to gather and filter information
- Solicit and implement end-user feedback submissions
- Manage Adjacent Communication
- Create, maintain, and moderate posts on real-time message boards in sync with the knowledge base platform
- Manage groups and membership for message boards
- Create and maintain impactful homepage banners to advertise content
- Strategy
- Participate in strategic discussions and offer valuable insights to advance our knowledge strategy
- Collaborate with Tech business partners on knowledge base functionality, performance, and enhancements
Who You Are
Who You Are
- Experience in knowledge management systems
- Familiarity with AI Chat bots and prompting
- Strong written and verbal communication skills
- Salesforce and Contact Center experience a plus
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.
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