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sr Manager, Digital Operations (Mission Control)

Country : USA USA

State : California

County : San Francisco County

Town : San Francisco

Category : Production - Quality

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 RoleThe Sr. Manager of Digital Operations (Mission Control) is primarily responsible for leading a team of resources focused on identifying, triaging, and driving resolution of technical, functional, and customer experience issues impacting Gap. Inc.'s digital business. The Sr. Manager acts as a representative of the business community in functional and technical forums providing a holistic business perspective representing the Customer Experience across the entire digital platform. They define the operating model for the Mission Control operations team (i.e. resource coverage structure, standard operating and escalation procedures, communications plans, training strategy, etc.). This role can be based in our San Francisco office - or can be remote in other US locations with travel to San Francisco as necessary.What You'll Do
- Lead a team of functional resources to monitor customer experience and technical performance, e.g. errors, speed etc., on our digital channels and facilitate triage and resolution while mitigating customer/business impact.
- Become a subject matter functional expert on our tech stack and equip your team with that knowledge to accelerate the identification and resolution of issues and risks.
- Represent the business during conversations with Product Management and GapTech and guide their activities on the platform, e.g. capability releases, fix deployments etc. to minimize risk to business while supporting the tech evolution of the platform. Conversely, digest information from Product Management/GapTech to streamline brand activities.
- Identify opportunities to streamline/improve current Mission Control operations and evolve the Mission Control Brands operating model around ecommerce operations to drive scale.
- Work with other platform and brand partners on special platform led initiatives, e.g. appeasements, peak, load testing etc.
- Develop subject matter expertise in digital experience monitoring and evolution space, e.g. customer session investigation, error monitoring, proactive issue identification, site speed evaluation, for both site and mobile app experiences. Leverage that subject matter expertise to provide perspectives on tools that can be used to improve monitoring capabilities while driving operational and financial efficiencies.
Who You Are
- Minimum 3-5 years of Retail eCommerce production, product management, or digital experience.
- Team leadership - managing 5+ direct reports.
- Cross functional retail experience (eCommerce, logistics, retail analytics, etc.) a plus.
- Strong knowledge of web production and e-commerce release processes, including direct experience with website tools and technologies.
- Comfort with ambiguity and a dynamic business landscape. Demonstrated ability to own and manage multiple tasks and projects.
- Strong critical thinking and business curiosity; ability to drive insights and decisions utilizing multiple inputs and data sources.
- Excellent verbal, written communication and interpersonal skills to effectively work with all levels of the organization.
- Strong relationship-building skills. Experience working closely with multiple business functions to influence strategic agendas and operationalize initiatives.
- Fluency in PowerPoint and Excel; adept at analyzing data (additional data platform experiences (Adobe, Power BI, etc.) a plus) and supporting development of executive-facing presentations.
- Aptitude and willingness to "get one's hands dirty" and deep dive into details.
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