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.
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
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
Gap Inc., a house of iconic brands, is the largest specialty apparel company in America. Its Old Navy, Gap, Banana Republic, and Athleta brands offer clothing, accessories, and lifestyle products for men, women and children. Since 1969, Gap Inc. has created products and experiences that shape culture, while doing right by employees, communities and the planet. Gap Inc. products are available worldwide through company-operated stores, franchise stores, and e-commerce sites. Fiscal year 2023 net sales were $14.9 billion. For more information, please visit www.gapinc.com.
