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sr Analyst, 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 RoleBusiness Engagement Senior Analyst for eCommerce is responsible for operationalizing the business support strategy that aligns with continued product delivery to achieve successful business implementation and sustainability of all aspects of the Site and eCommerce systems across brands and supports 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 perspectiveWhat You'll Do
- Supports business user communities and project teams as they deliver new and enhanced capabilities and solutions for eCommerce
- 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, the business impact of issues for internal users and identify potential workarounds to guide and coach Business Engagement resources in their support roles and communications
- Provides front line support for Mission Control and other users reporting issues impacting their ability to do work including initial analysis and troubleshooting, and engaging project and technical teams when needed for further investigation or escalation to drive resolution
- Supports implementation of the standardized operating model and communication strategy for the Business Engagement team to manage day-to-day process and escalations; ensures proactive communication of status and progress on the resolution for key business-impacting issues to Brand, Project leadership and Mission Control
- Partner with the Mission Control, Change Management, and product management 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 effortsWho You Are
- Supports business user communities and project teams
- Demonstrated ability to influence and facilitate project work among cross-functional and cross-branded teams.
- Highly process-oriented with superior skills in defining operational processes for a project, team and broader organization.
- Ability to grasp complexity quickly and drive results while juggling many priorities within tight timeframes
- Strong knowledge of web production and e-commerce release processes, including direct experience with website tools and technologies.
- Excellent oral, written communication and interpersonal skills to effectively work with all levels of the organization.
- Self-motivated and driven. Ability to work well independently and within a group setting.
- 4 years of detailed task planning and execution experience, 3-5 years of online experienceNotice to applicants in San Francisco: Gap Inc. and its related brands will consider for employment, qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance. The Fair Chance Ordinance is provided here: English Spanish Chinese Tagalog
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