Customer Experience Manager- Contact Center, Banana Republic

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 Role

As a Banana Republic Customer Experience Manager in our Contact Center, you will work in an energizing, fast-paced environment focused on guiding the team to provide exceptional customer service. You will lead the team to work with our luxury customers through multiple interactive channels of communication including chat, phone, and email, (specifically chat). In this role, you will be responsible for exceeding customer expectations while driving business results and achieving our service, financial and quality targets. You will be Customer Curious as you support and elevate the Banana Republic customer experience through key metrics while ensuring people development is a top focus. You will provide guidance for efficient process methods to include resources, while ensuring effective communication and guidance at all levels to deliver on brand objectives.

What You'll Do

• Deliver on Contact Center initiatives to ensure desired outcomes are achieved, key milestones identified, and initiatives are value-add to the overall brand strategy
• Accountable to drive team performance through teaching, coaching, and providing meaningful feedback to drive a culture of high performance and engagement
• Build strategic partnerships across brand to develop and execute brand strategies
• Uphold the company and brand culture and create an inclusive environment where both customers and employees feel valued, appreciated, and a sense of belonging
• Responsible for quality of services and advice in meeting business partner needs
• Become subject matter expert of the brand's selling behaviors, leading team to leverage these behaviors with every customer

Who You Are

• Experience in Customer Service and Sales with progressive leadership experience; ability to build and sustain culture through the collaboration with team and/or business partners
• Styling experience in luxury fashion and/or strong knowledge of trends with the ability to guide team into solving customers styling needs
• Customer first mindset- elevated level of curiosity and exceptional listening skills
• Effective communicator in building meaningful connections with customers and employees
• Ability to help team research process or transaction flow to identify root cause of errors and create innovative solutions that enhance the customer experience
• Ability to facilitate change and directional shifts; with the capability to make decisions about complex situations and act without having all information available
• Strong computer skills, with an emphasis on contact center tools (MS Office Excel, PowerPoint, Call Management Systems)

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. 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: $66,400 - $94,700 USD
Employee 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 Candidates
Please 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.