Post Purchase Manager

At Gap Inc., we create culture as much as we create clothes. Our ambition is to become a high‑performing house of iconic American brands that shape culture. Our portfolio—Old Navy, Gap, Banana Republic, and Athleta—each brings a distinct point of view to how we show up in the world and serve our customers.

About the Role

In this role, you will be responsible for shaping and executing the Post Purchase and Contact Center strategy across a multi‑site and remote operation, delivering a consistent customer experience across multiple brands and markets. You will connect customer needs, operational performance, technology, and business priorities to the broader Customer Experience journey. You will drive business results across service, financial, quality, and customer satisfaction goals while maintaining a strong focus on people development. You will also play a key role in leading and supporting change, helping teams understand what is changing, why it matters, and how new processes and technologies support future customer and employee experience. You will partner cross‑functionally to translate strategy into clear plans, processes, and communications, ensuring alignment and readiness across teams. With a Customer Curious mindset, you will use insights and performance metrics to identify opportunities, improve the Post Purchase experience, and drive strong business outcomes.

Responsibilities

• Lead strategic initiatives from planning through execution, with clear outcomes, milestones, ownership, and measures of success.
• Shape the Post Purchase roadmap, prioritizing opportunities across customer journeys, processes, technology, and employee experience.
• Lead change management and communications to build understanding, readiness, adoption, and sustained results.
• Drive accountability, simplify processes, and standardize best practices to improve operational and financial performance.
• Build strong cross‑functional partnerships to align priorities, accelerate decisions, and deliver shared business outcomes.
• Foster an inclusive culture where employees and customers feel valued, appreciated, and a sense of belonging.

Qualifications

• Customer‑curious mindset with the ability to use insights and performance metrics to identify opportunities and improve the Post Purchase experience.
• Strong focus on people development and experience leading and supporting change initiatives.
• Proven ability to translate strategy into clear plans, processes, and communications.
• Track record of driving business results across service, financial, quality, and customer satisfaction goals.
• Excellent cross‑functional partnership and communication skills.

Pay

Salary Range: $109,300.00 – $142,100.00. Employee pay will vary based on qualifications, experience, skill level, competencies and work location. Minimum wage or the minimum of the pay range (whichever is higher) will be met based on city, county and state requirements.

Benefits

• Merchandise discount: 50% off regular‑priced merchandise at Old Navy, Gap, Banana Republic and Athleta; 30% off at Outlet.
• One of the most competitive Paid Time Off plans in the industry, including up to five “on the clock” volunteer hours each month.
• Extensive 401(k) plan with company matching for contributions up to 4% of base pay.
• Employee stock purchase plan.
• Medical, dental, vision, and life insurance.