Manager, HROC and People Operations

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 teamis 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 Role

We are looking for a Manager responsible for delivering an industry-leading, inclusive by design, employee experience through our employee-facing contact center. This individual will lead the management and growth of our HR Operations Center (HROC) that enables HR services to all our employees across our portfolio of brands, functions and geographies. In this role you are accountable for ensuring all SLAs are being met while leading the implementation of solutions that improve productivity and efficiency in all aspects of the HROC operations. To be successful in this role you will need to be an agile learner, a great collaborator, and able to lead and influence cross-functional partners, inside and outside the organization.

What You'll Do

• Develop new ways working through leading the expansion of HROC services delivered to employees.
• Analyze a variety of data points from a variety of sources to tell the underlying story then apply and implement solutions based on that data. May develop new reporting based on business need
• Monitors HR Operations contact center members' performance and implements improvement plans to increase effectiveness
• Partner with business and vendors to identify process/operational improvements to unlock efficiencies, solving for the root cause of issues. Some project management may be required based on business needs
• Defines training and knowledge needs and collaborates with business partners to produce and implement materials
• Produce and update staff resource materials including quick reference guides, matrices, charts, and workflows
• Develop strong relationships with HR business partners to understand/anticipate team needs, with the ability to quickly adapt to shifting business trend

Who You Are

• Proven ability to analyze, prioritize, problem-solve and apply critical thinking skills required to improve productivity and service levels
• Proven ability to lead operations of a highly productive, remote based, customer service environment, with varying levels of complexity and including escalation management
• Strong interpersonal, verbal, active listening, and written communication skills with a customer service focus and with different levels in the organization
• Experience with automation solutions and tools
• Proficient in Microsoft Office, ticketing tools and productivity applications

• Experience in customer service or call center environment

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. This year, we've been named as one of the Best Places to Work by the Human Rights Campaign for the seventeenth consecutive year and have been included in the 2021 Bloomberg Gender-Equality Index for the fourth year in a row.