Sr. Director, Product Management, Loyalty & Payments

About the RoleGap Inc. is building an amazing loyalty program to reward and excite our best customers – driving customer retention, frequency and engagement. This program will evolve rapidly, be rooted in experimentation and provide a wide variety of perks and experiences. We group payments with our broader loyalty programs, including our Gap private-label and co-branded credit cards providing compelling loyalty benefits.
Our Global Technology Solutions (GTS) organization serves all of Gap Inc – Gap, Banana Republic, Old Navy and Athleta brands, building a platform to drive the more than $6B ecommerce business and $15B in total sales.
As the leader of product management for Loyalty & Payments you will be the most senior product leader bringing this vision to life. You’ll create an integrated experience – across app, point-of-sale, marketing operations and analytics. You’ll work with a cross-functional group of experts – in engineering, design, data science and program management.
Your goal will be to lead the development, launch and ongoing optimization of a world-class loyalty program by:
Selecting platforms and improving existing capabilities to ensure our points calculation, bonus and accelerator offers are accurate, easy to configure, and driving engagement
The end-to-end experience is cohesive and delightful
Creatively and aggressively expanding, experimenting and evolving the program and experience
You’ll collaborate with our Loyalty strategy and marketing operations partners to bring this program to life.What You'll Do

• Create a delightful and compelling loyalty experience – across site, app and store – discovery through post-purchase & ongoing engagement

• Generate massive value across our brands by driving customer retention, activity, transaction size and brand love

• Create the long-term product vision, strategy, and roadmap for Loyalty and Payments for Gap Inc.

• Lead a multi-facetted product management team to evolve these capabilities

• Build effective working relationships with strategy, marketing and technology stakeholders; represent GTS in key leadership forums including our Payments steering committee

• Drive rigorous, value-based prioritization of capabilities – this will be a complex, multi-year journey – with engagement points throughout the customer journey

• Coach and develop amazing product management talent

• Select the correct vendor partners by identifying and prioritizing functional requirements

Who You Are

• A strong product management leader – with a proven track record of selecting, integrating and operationalizing a complex set of capabilities in pursuit of business value, managing the complex roadmap associated with such a journey

• You have excellent judgment in capability prioritization, partner & talent assessment, use case selection

• A track record of managing business transformation at scale, managing complex roadmaps and re-imagining what’s possible

• You use data to guide decisions and evaluate product outcomes – with a focus on product performance and return on investment

• A steward of talent and team-builder – who can coach, develop and retain strong product management talent, improving the quality and outcomes driven by your product management managers and individual contributors

• An effective leader in a matrixed environment – with the ability to build relationships at senior levels, tell compelling stories to build alignment on our vision and work effectively cross functionally

• You onboard and exemplify Gap Inc’s value to Center on the Customer – understanding and solving for customer needs, and seek out diverse opinions and perspectives

• You are comfortable driving software selection processes – RFPs, collaborating with sourcing and procurement – and most importantly, ensuring that any selected partners work effectively as part of our solution architecture

• The ideal candidate is also an expert in loyalty and payments capabilities – with prior experience in many of our key solution components, specifically:

• Loyalty platforms – such as Epsilon, Talon One, Loyalty Methods, Kobie

• Loyalty marketplaces – integrations with partners to exchange data, offers and customer value

• Mobile apps and wallets – to facilitate redemption, payments and offers

• Testing and experimentation – to guide program evolution

• Leveraging data science – predictive and prescriptive analytics for optimization

• Payment ecosystem – in-store and online payments, mobile wallets and emerging payments

• Measurement and reporting – creating clarity of program impact and performance