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Remote Opportunity - Manager, Business Engagement - Customer Experience

Country : USA USA

State : California

County : San Francisco County

Town : San Francisco

Category : Sales

Contract type : Permanent

Availability : Full time

Company presentation

Our past is full of iconic moments — but our future is going to spark many more. Our brands — Gap, Banana Republic, Old Navy, Athleta, INTERMIX and Hill City — have dressed people from all walks of life and all kinds of families, all over the world, for every occasion for more than 50 years.

But we’re more than the clothes that we make. We know that business can and should be a force for good, and it’s why we work hard to make product that makes people feel good, inside and out. It’s why we’re committed to giving back to the communities where we live and work. If you're one of the super-talented who thrive on change, aren't afraid to take risks and love to make a difference, come grow with us.

Job description

About the RoleAt 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.What You'll DoBusiness 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.
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
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