About Gap Inc.
At Gap Inc., we create culture as much as we create clothes. Our ambition is to become a high-performing house of iconic American brands that shape culture.
Our portfolio—Old Navy, Gap, Banana Republic, and Athleta—each brings a distinct point of view to how we show up in the world and serve our customers.
Old Navy democratizes style with quality and value for all. Gap champions originality through essential pieces that celebrate individuality. Banana Republic is rooted in a spirit of discovery, creating modern pieces inspired by craftsmanship and travel. Athleta champions the Power of She through confidence, strength, and movement.
We’re driven by a shared purpose: to bridge gaps—between people, perspectives, and possibilities—to create a better world.
We’re building a team that performs at a high level—people who think boldly, take ownership, and turn ideas into impact. If you’re ready to learn fast and help shape what’s next, you’ll fit right in.
About the role
In this role, you will be responsible for shaping and executing the Post Purchase and Contact Center strategy across a multi-site and remote operation, delivering a consistent customer experience across multiple brands and markets. You will connect customer needs, operational performance, technology, and business priorities to the broader Customer Experience journey. You will drive business results across service, financial, quality, and customer satisfaction goals while maintaining a strong focus on people development. You will also play a key role in leading and supporting change, helping teams understand what is changing, why it matters, and how new processes and technologies support future customer and employee experience. You will partner cross-functionally to translate strategy into clear plans, processes, and communications, ensuring alignment and readiness across teams. With a Customer Curious mindset, you will use insights and performance metrics to identify opportunities, improve the Post Purchase experience, and drive strong business outcomes.
What you'll do
- Lead strategic initiatives from planning through execution, with clear outcomes, milestones, ownership, and measures of success.
- Shape the Post Purchase roadmap, prioritizing opportunities across customer journeys, processes, technology, and employee experience.
- Lead change management and communications to build understanding, readiness, adoption, and sustained results.
- Drive accountability, simplify processes, and standardize best practices to improve operational and financial performance.
- Build strong cross-functional partnerships to align priorities, accelerate decisions, and deliver shared business outcomes.
- Foster an inclusive culture where employees both customers and employees feel valued, appreciated, and a sense of belonging.
Who you are
Salary Range: $109,300.00 - $142,100.00
Employee pay will vary based on factors such as qualifications, experience, skill level, competencies and work location. We will meet minimum wage or minimum of the pay range (whichever is higher) based on city, county and state requirements.
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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