About the Role

In this role, you will be responsible for executing the Contact Center strategy for a multi-site and remote operation with responsibility for ensuring customer satisfaction globally across multiple brands and markets that integrates the broader Customer Experience journey while driving business results and meeting our service, financial and quality targets.

You will be focused on the customer as you support and improve the customer experience and satisfaction through key metrics while ensuring people development is a top focus.

What You'll Do

Ability to drive accountability and standardized best practices and leverages support functions to optimize operational and financial performance

Accountable for team performance through teaching, coaching, and providing meaningful feedback to build capabilities and to drive a culture of high performance and engagement

Build strategic partnerships across brand or functional leaders and other Gap Inc. partners to develop and execute Contact Center strategies

Uphold the company and brand culture and creates an inclusive environment where both customers and employees feel valued, appreciated, and a sense of belonging

Able to communicate difficult concepts in a simple manner

Participate in projects and assignments of diverse scope

Who You Are

Proven track record and experience in Customer Service with progressive leadership experience

Continuous learner and possess an organizational savviness to build relationships across a matrixed organization, understand the business needs and deliver results

Create with audacity through using your strong diagnostic skills in listening, probing and analyzing to translate business problems into data drive solutions

Ability to build and sustain culture through the collaboration with team and / or business partners

Strong computer skills, with an emphasis on contact center tools (MS Office Excel, PowerPoint, Call Management Systems).

Experience with Sales Force is a plus.

Last updated : 2024-05-12