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The Business Engagement Team is part of the GapTech TPM & BE Sourcing & Inventory Management domain. This team works closely with Product Management, Change Management, and GapTech project and engineering teams to support business implementation and sustainability of merchandising, inventory planning & forecasting. and price optimization capabilities and systems that enable Gap Inc. to manage the business and maximize profitability throughout the product lifecycle. A current focus is on supporting the business with the implementation and sustainability of the PETE platform, a set of products designed to create competitive advantages that generate significant financial returns and enhance the customer experience. The Business Engagement team is crucial to the ongoing success of the continued implementation and sustainability of the PETE platform and delivery of enhanced capabilities over time by leading the business user support strategy and issues management process to drive business adoption and sustainability across PETE systems and solutions within Gap Inc.
The Sr. Analyst on the BE team works closely with Product Management teams to drive business support of capabilities delivered for new and enhanced Products, and sustainability in business use of existing Sourcing and Inventory Management systems within Gap Inc. As part of GapTech, they partner closely with Engineering teams to identify, analyze and prioritize technical support issues experienced by business end-users, and work with them to drive resolution to minimize business disruption and support business operations. The BE Sr Analyst provides front-line support for the planning, decision support, and execution systems used by the business functions within Sourcing and Inventory Management across Gap Inc. brands. This role provides feedback to Product Management, Change Management, and Engineering teams on opportunities for improvement in support of business end-users. The Sr Analyst BE reports to the Manager or Sr Manager of Business Engagement for specific capability and Product areas.
Serve as the primary contact for user support issues; manage the day to day process, issue prioritization, troubleshooting and communication of status and resolution to impacted parties and key stakeholders
Partner with the project, product management, and technical teams as needed to align on approach to drive issue resolution
Responsible for providing research, analysis, and support for identifying, evaluating, and resolving Sourcing and Inventory Management process and system opportunities
Own and manage specific product area(s) within a larger Product footprint including identification of key issues, analysis and problem solving, development of conclusions, and presentation of findings
Provide user acceptance testing as needed at a feature level and present new features to users in both a 1:1 and group setting
Build relationships with project teams, product managers, and business and technology partners to champion the needs of the business and drive continuous service improvement
Provide proactive communication to business end-users in response to their reported issues from initial status through to resolution
Demonstrated analytical and problem-solving skills; detail-orientation; excellent follow-through
Learning agility; able to assume larger scope and more visible or complex problems over time
Effectively communicate results from research and analysis both verbally and in writing to business and other key stakeholders demonstrating command of all facts
Develop business and product knowledge – deep understanding of how the product works and how the business uses it every day to understand the business impact of issues to drive triage and resolution
Build relationships and develop expertise through partnering & collaboration with business, product management, and technology experts
Present a calm demeanor and attentive listening to understand customer perspectives and needs and communicate to business partners using positive language skills to provide quality customer service
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*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 Humans Rights Campaign for the fourteenth consecutive year and have been included in the 2019 Bloomberg Gender-Equality Index for the second year in a row.