About Gap Inc.
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.
About the role
The Operations Analyst is responsible for managing and driving resolution on technical and functional issues submitted via Voice of the Customer across all brands and markets. They will own the overall status of identifying, assessing and determining the right severity based on business impact. Own and drive high severity incident calls that are considered business critical between GapTech, the Brands and Product Management. If additional information is needed, they’ll provide steps to reproduce and any errors found in log files. The Operations Analyst will also communicate the status of high severity issues across different teams and key leaders of management.
What you'll do
Identifying technical and functional issues that negatively impact the business and driving resolution.
Provide analysis of technical issues to both GapTech and Contact Center
Provide prioritization to GapTech of technical issues based on impact to the business/brands
Provide guidance and recommendations to Product Management for potential solves to product issues
Create new incidents in ServiceNow from high severity feedback received from key members of management team or Medallia
Consolidate feedback and provide new examples to tickets to help development with troubleshooting.
Identify and report any critical or reoccurring customer service or system issues to leadership
Demonstrate professional conflict resolution and interpersonal communication skills
Ensure effective communications – up, down and across the business
Run and provide various reports for management
- Define processes for Mission Control and Brand Partners
Who you are
College degree; ideally in Business, or Computer Science
4+ years of Call Center experience
2+ years of Customer Service experience
Knowledge of Medallia Customer feedback tool or similar technologies
Knowledge of call center technologies
Ability to maintain a sense of urgency through quick decisions, driving compliance, movement of resources, and real time communication to call center partners
Strong PC skills including internet and windows-based applications
Proven problem solving and decision making skills
Excellent time management, organizational and follow-up skills
Strong written and verbal communication skills
Benefits at Gap Inc.
- Merchandise discount for our brands: 50% off regular-priced merchandise at Gap, Banana Republic and Old Navy, 30% off at Outlet and 25% off at Athleta 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. In 2016, Gap Inc. was named one of the Best Places to Work by the Human Rights Campaign for the thirteeth consecutive year and was the sole winner of the Catalyst award for equality in the workplace in 2016.
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