Communication Skills, Content Delivery/Distribution, Content Development, Continuous Improvement, Cross-Functional, Customer Experience, Customer Relations, Customer Retention/Renewal, Ecosystems, Employee Retention, Establish Priorities, Lead Generation, Leadership, LifeTime Value (LTV), Metrics, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint, Microsoft Product Family, Microsoft SharePoint, Microsoft Word, Onboarding, Operations Management, Organizational Skills, Retail Management, Retention Programs, Revenue Growth, Sales, Sales Strategy, Schedule Development, Service Delivery, Vehicle Fleets, Willing to Travel
About the Role
The Senior Manager, Store Operations - Selling, Experience and Learning & Development leads the strategy and execution of in-store experiences that drive both employee engagement and customer loyalty. This role connects field and HQ to ensure all programs, tools, and strategies are simple, effective, and grounded in real store needs.
By prioritizing employee engagement as the foundation of great customer experiences, this leader enables confident, high-performing teams that deliver personalized service, drive sales, and build lasting client relationships.
What You'll Do
Selling Strategy & Execution
- Serve as the face and voice of selling, leveraging strong communication, facilitation, and learning expertise to deliver compelling content that drives mindset and behavior change across both in-person and virtual environments.
- Design and optimize selling leadership programs, routines, and expert content that build capability, deepen product knowledge.
- Own and deliver strategies, playbooks, and tools that elevate customer experience, ensuring readiness for key brand moments and consistent execution across the fleet.
Customer Retention & Clienteling
- Own customer retention and clienteling strategies to grow loyalty and lifetime value
- Develop outreach, segmentation, and engagement strategies to deepen client relationships
- Leverage data and feedback to continuously improve the customer experience
Employee Engagement & In-Store Experience
- Lead programs that strengthen employee engagement, capability, and retention while enhancing onboarding, recognition, and cultural initiatives
- Create empowered store environments where teams deliver elevated, personalized service
- Partner with HR and Field Leadership to embed engagement into daily routines and behaviors
Field Partnership & Operational Excellence
- Serve as the voice of the field, ensuring strategies reflect store realities
- Simplify processes and build clear routines that drive accountability and consistency
- Align cross-functional partners to support seamless execution in stores
People Leadership
- Lead and develop a high-performing team focused on engagement, experience, and results
- Foster a culture of accountability, collaboration, and continuous improvement
Key Metrics
- Sales & conversion
- Customer retention & client engagement
- Clienteling adoption & outreach effectiveness
- Employee engagement & retention
- In-store experience consistency
Who You Are
- Extensive experience in learning and development, with strong expertise in content design
- Highly proficient in presentation and design tools including Microsoft PowerPoint, Canva, Articulate and similar creative platforms, with the ability to develop polished, content to brand code.
- Technically skilled across the Microsoft ecosystem-including Outlook, Teams, Word, Excel, SharePoint, and OneDrive, with the ability to leverage organizational tools to manage scheduling, communications, and workflow
- 50% Travel Expected for this role
T
The Gap Inc
Doris and Don Fisher opened the first Gap store in 1969 with a simple idea -- to make it easier to find a pair of jeans and a commitment to do more. Over the last 46 years, the company has grown from a single store to a global fashion business with five brands -- Gap, Banana Republic, Old Navy, Athleta and Intermix. Gap's clothes are available in 90 countries worldwide through 3,300 company-operated stores, almost 400 franchise stores, and e-commerce sites and is still growing.
Many companies work to improve their services and businesses every day by using GAP Testers who anonymously go into various places and report back to the companies on everything from cleanliness, customer service to quality control. Being a tester is a very flexible, fun job with lots of benefits.