Manager, Learning Experience - Customer Contact Center and Distribution Center

About the Role

As the Manager, Learning Experience – Customer Contact Centers & Distribution Centers, Central Region, you will sit within HR’s Talent Management organization, focusing on training and development for employees in Gap Inc.’s Central Region Customer Contact Centers (CCCs) and Distribution Centers (DCs). Based in Groveport, OH, you will connect business outcomes to capability development to drive a high-performance workforce by providing talent development expertise to unlock leadership and functional potential. You will enable talent strategies and practices by creating seamless and engaging onboarding and development experiences for employees. Reporting to the Senior Manager of Learning Experience for DCs and CCCs, you will play a critical role in ensuring that employees in our Central Region DCs and CCCs feel equipped, empowered, and aligned with our culture and strategic goals while addressing their unique development and learning needs.

What You'll Do

• Align talent development initiatives with DC and CCC network and enterprise strategic priorities.
• Develop and execute scalable onboarding programs that equip DC and CCC employees with the tools, knowledge, and confidence to succeed.
• Design and implement learning strategies that enhance operational efficiency, employee retention, and engagement.
• Develop and manage detailed project plans for onboarding and training delivery, ensuring seamless execution.
• Support network talent development operations. Manage talent development dashboard for DC and CCC network projects and initiatives, resource allocation and ROI. Liaison for contractors as needed.
• Mentor and partner as the Subject Matter Expert (SME) on DC and CCC employee learning needs, aligning training solutions with business objectives.
• Lead Train-the-Trainer (T3) sessions for Learning Delivery Partners to ensure effective knowledge transfer and training implementation.
• Establish robust feedback mechanisms to assess training effectiveness, integrating continuous improvement measures based on input from new hires, managers, and stakeholders.
• Ensure all training programs meet compliance, safety, and operational standards for DCs and CCCs.
• Collaborate with HR Business Partners, Talent Partners, and operational leaders to align training programs with workforce planning and talent development initiatives.
• Manage external contractors and vendors as needed to deliver high-quality learning solutions.
• Provide advisory support for organizational change initiatives impacting DC and CCC employees, ensuring seamless training transitions.
• Develop strategic partnerships across HR, business leaders, and Gap Inc. HR partners to implement high-impact talent strategies.
• Oversee the design, creation, and facilitation of inclusive employee development training programs that support career growth and advancement.
• Manage training budgets, track expenses, and optimize resource allocation to maximize learning impact.

Who You Are

• Bachelor’s degree in Human Resources, Business Administration, Organizational Development, or a related field.
• 4+ years of experience in talent management, learning & development, or related roles, with a focus on distribution and/or call center environments.
• Strong understanding in Learning Management Systems (LMS) and other HR technologies.
• Proven project management skills, with the ability to oversee multiple learning initiatives in operational settings.
• Experience designing and delivering programs for hourly and shift-based employees, accommodating varying education and experience levels.
• Excellent communication, stakeholder management, and influencing skills.
• Strong ability to navigate a fast-paced, dynamic environment with competing priorities.
• Experience in change management and training program implementation within large-scale operational settings