Director, Talent Management & Digital Learning – Customer Strategy, Gap Inc.


The Director, Talent Management Customer Strategy is responsible for the oversight and leadership of the talent strategy and activities for all Customer Strategy including; talent planning, learning & leadership development, performance management and embedding the enterprise D&I strategy. The Customer Strategy Talent Management leader and team will be accountable for ongoing needs assessment for their client group and working to ensure leaders are supported in building sustainable talent pipelines and the employee groups are continuously building capability.


  • Change Leadership

Actively points out the need for change

  • Identifies & points out specific areas for change; points out what is wrong
  • Explains the need for change to others & inspires change initiatives in their respective area
  • Openly questions conventional approaches or traditional ways of doing things to shift perspectives
  • Collaboration & Influence

Actively engages with colleagues

  • Readily accepts & uses expertise & input from diverse others
  • Participates actively in teams or collaborates for higher performance
  • Asks questions, test assumptions & openly discusses issues
  • Keeps track of people they know, maintains informal networks as a resource for accomplishing tasks & projects
  • Innovation Cultivator

Analyzes areas in need for innovations

  • Gathers insight and assimilates data for future areas
  • Links creative ideas to immediate innovation needs in the present

Works with others to plan for innovation

  • Assesses past business values, beliefs, and systems against present needs and future goals
  • Shares insights gathered with trusted and immediate colleagues
  • Strategic Orientation

Defines own plan within large strategy

  • Understands current business challenges and strategic priorities developed by others
  • Considers an alternative business scenario or option for the business and adapts short term plan as business priorities evolve
  • Develops plan for activities in the next twelve months

Articulates multi-year priorities and scenarios

  • Understands own business within group and industry context
  • Articulates evolving priorities for the business within two year horizon & develops executable plans for this horizon
  • See specific opportunities for change within own business area or function


  • Individual contributor role and matrix leader that supports talent management for Customer Strategy
  • Collaborate in a complex matrix environment, driving to solutions across multiple business segments with competing priorities
  • Participate as a contributing member of multiple leadership teams
  • Build strong partnership with Sr. Leadership and operate as a trusted advisor to your respective SLT and HR partner
  • Partner across the TM and Enterprise Learning team to ensure strategies are aligned and talent practices are consistent where appropriate
  • Member of the Corporate Functions Talent Management and Diversity & Inclusion team
  • Participates as a co-creator on Corporate Functions Talent Management solutions


  • Drive the ongoing assessment strategy
  • Build and drive a functional talent strategy to accelerate digital talent capabilities
  • Partner with Talent Acquisition to drive digital talent outreach initiatives
  • Create and drive Digital L&D activities for new leader programs, rotational and internship programs, high potential programs and team effectiveness solutions
  • Curate technical learning assets to meet development needs (e.g., & Pluralsight)
  • Stay abreast of emerging trends in digital and continually bring new and innovative thinking to the Talent Management community
  • Plan and execute consistent talent exchanges for Customer Strategy and customize offerings based on outputs
  • Partner with the Ex Dev team to bring development plans to life for leadership teams
  • Serve as a consultant and coach leaders as appropriate
  • Ensure performance management (GPS) practices are adopted by leaders
  • Partner across Talent Mgmt. Team and lead and/or co-create talent solutions for Customer Strategy/Corp Functions
  • Build, leverage and maintain strong partnerships with business leaders and key stakeholders
  • Serve as key advocate for the understanding and judicious use of technology-enhanced learning




  • Demonstrated capability and deep understanding of Talent Management/Learning & Development practices in Tech/Digital
  • Proven ability to rapidly study, analyze and understand complex business problems and drive strategy development and implementation
  • Has created and successfully led large scale talent programs/projects across multiple business segments
  • Proven ability to support dynamic, fast-paced client groups at all levels
  • Can operate in a highly dynamic, matrixed and start-up environment (building the framework vs. maintaining) with multiple competing priorities
  • Understands and uses relationships to drive effective collaboration with peers and stakeholders
  • Can position themselves as a trusted advisor to senior leaders, peers and executive sponsors
  • Has demonstrated curiosity and ability to deliver with speed, quality and continuous iteration to drive innovation
  • Is known for leading change and innovation to deliver ahead of need
  • Proven ability to make enterprise complexity simple
  • Demonstrated success motivating, leading and integrating teams

Meet Some of Gap Inc.'s Employees

Theresa A.

Software Engineer

Theresa engineers innovative tech solutions with a small agile development team. Specifically, they work to bring mobile applications to the hands of Gap’s store associates.

Angela R.

Director, Customer Success

Angela focuses her energy and work on Gap’s internal customers—their employees. She is accountable for ensuring Gap develops productivity technology for their employees to be successful in their day-to-day roles.

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