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 RoleWe are seeking a strategic, results-driven Director of Employee Experience to lead and transform our employee engagement initiatives, optimize end-user experiences, and drive a customer-centric culture across the organization. As a key member of the leadership team, you will oversee the development, implementation, and execution of comprehensive programs that support employee satisfaction, executive support, deskside support, tech bar operations, and customer collaboration. This role requires a visionary leader who can effectively manage multiple teams, handle high-pressure situations, and create impactful strategies that align with company goals.What You'll DoLeadership in Employee Engagement:
Lead the strategy and execution of employee engagement programs that promote a positive, inclusive, and high-performance culture.
Develop and implement long-term strategies to drive employee satisfaction, retention, and alignment with organizational goals.
Oversee the creation and execution of recognition, development, and motivation initiatives that ensure employees feel valued, supported, and engaged.
Analyze engagement data and feedback, working with senior leadership to design initiatives that address employee needs and enhance workplace satisfaction.
End User Experience Optimization:
Drive a company-wide focus on optimizing the end-user experience, ensuring that all employees have access to the tools and support they need to be successful.
Lead cross-functional efforts to identify and address pain points in the user journey, ensuring that technology and systems are intuitive, efficient, and user-friendly.
Oversee the development and execution of programs that provide exceptional technical support and ensure seamless technology adoption across the organization.
Monitor end-user feedback and collaborate with GTS (IT), HR, and other departments to enhance the employee experience through innovative solutions.
Customer Collaboration and Service Excellence:
Serve as a key leader in fostering strong relationships with customers, ensuring that customer needs are fully understood and met with tailored solutions.
Lead the customer collaboration team in delivering exceptional service, ensuring proactive problem-solving and continuous improvement.
Collaborate with senior leadership to align customer-facing programs with business objectives and maintain high levels of customer satisfaction.
Take charge of resolving complex customer escalations, ensuring quick resolution, and maintaining positive customer relationships.
Executive Support Strategy:
Oversee and manage the executive support strategy, ensuring that senior leadership has access to high-level technical assistance and operational support.
Ensure executives have the resources, tools, and technology they need to operate at peak efficiency, removing barriers to productivity.
Lead and mentor the executive support team, setting clear expectations and providing guidance on best practices for handling confidential matters and high-priority requests.
Coordinate with senior leaders to ensure the alignment of executive needs with broader organizational priorities.
AV, Deskside and Tech Bar Operations and Leadership:
Lead the strategy and management of the company’s AV, Deskside Support and Tech Bar, ensuring it provides superior, real-time technical support for employees and fosters a culture of innovation.
Oversee the operations, team management, and continuous improvement of the team, ensuring that it delivers timely and effective technical solutions.
Champion the integration of new technologies and the continuous development of team capabilities to stay ahead of changing technological needs.
Ensure the team is seen as a resource for knowledge-sharing and tech education, offering opportunities for employees to learn and improve their technical skills.
High-Pressure, Multi-Tasking Leadership:
Lead and manage multiple high-impact projects simultaneously while maintaining strategic oversight and high-quality execution.
Provide guidance and mentorship to managers and team leads, helping them prioritize tasks, manage workloads, and remain organized under pressure.
Maintain a calm and focused leadership presence during critical situations, ensuring that all teams and stakeholders are aligned and focused on achieving organizational goals.
Maintain an executive presence.
Monitor performance, track key metrics, and ensure team members are meeting their objectives in a fast-paced and high-pressure environment.
Who You Are
Experience:
7+ years of experience in employee engagement, end-user experience, or customer success leadership roles, with a proven track record of managing teams and driving cross-functional initiatives.
Experience in managing and developing senior-level executive support teams, customer collaboration efforts, and tech bar operations is highly preferred.
Strong background in driving strategic change and innovation within large organizations.
Skills:
Exceptional leadership and people management skills with the ability to inspire and guide teams toward achieving ambitious goals.
Strong communication and interpersonal skills, with the ability to work effectively with senior leadership, employees, and customers.
Proven ability to develop and implement scalable strategies that enhance employee engagement and improve user experiences.
Expertise in technology tools, systems, and best practices for end-user support, as well as a deep understanding of customer success management.
Analytical mindset, with the ability to leverage data to drive decisions and improve service delivery.
Attributes:
Visionary and strategic thinker who can align multiple areas of responsibility to drive business outcomes.
High emotional intelligence, with a strong focus on team development, customer satisfaction, and organizational culture.
Ability to thrive in high-pressure situations, with the resilience and adaptability needed to navigate complex challenges.
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 (https://corporate.gapinc.com/en-us/careers/gap-inc-careers/gap-inc-benefits) of the benefits we offer.
For eligible employeesGap 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.Salary Range: $170,900 - $226,400 USDEmployee 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.US CandidatesPlease note that effective, June 30, 2022, Gap Inc. will no longer require any of its employees to wear face masks or require proof of COVID vaccination, unless required by local or state/provincial mandates or as part of Gap Inc’s quarantine guidelines after being exposed to or testing positive for COVID. Therefore, please disregard any language in any job posting that refers to Gap Inc.’s face mask and proof of vaccination policy as said policy is no longer effective.