About the Role
GAP Inc. is transforming its Stores Network to enable the Store of the Future-supporting always-on connectivity modern POS Store Wi-Fi IoT devices and cloud- enabled retail applications at global scale.
Our mission is to maintain seamless store operations while enabling the rollout of new technologies that enhance efficiency empower store teams and elevate thecustomer experience.
The Lead Deployment Support Analyst is a key leadership role responsible foroverseeing deployment support activities guiding analysts and ensuring store technology implementations are executed on schedule with precision and minimal disruption to business operations.
What Youll Do
Store Network Deployments • Lead and coordinate store network deployment activities Store remodelsStore refreshes and technology upgrades • Guide store managers technicians and vendor partners through installation andvalidation activities • Monitor project milestones proactively identify risks and escalate concerns asneeded • Ensure accurate documentation validation and formal completion sign-off fordeployment activities
Business Analysis & Stakeholder Management • Gather and document business and technical requirements for store networkinitiatives • Translate business needs into clear deployment requirements for engineeringand operations teams • Serve as a primary point of contact for business partners like network teamsstore operations vendors and field support • Provide regular status updates dashboards and executive-level summaries forleadership
Escalation Support - Store Network & Voice Operations • Provide escalation support for store network incidents impacting POS StoreWi-Fi IoT devices and critical retail applications • Act as a single point of coordination during high-impact store outages andregional incidents • Partner with Network Operations Engineering Service Desk and vendors todrive incident resolution and root cause analysis • Support incident bridges and communications during major incidents • Identify recurring operational issues and feed insights back into deploymentstandards designs and processes
Deployment Support & Stabilization • Support day-of-deployment activities including coordination with vendors andstore teams • Track and manage post-deployment issues through stabilization and handoff tosupport teams • Analyze deployment issues and trends to recommend process improvementsand standardization • Ensure documentation is updated post-deployment as-built diagrams inventorylessons learned
Process Improvement & Governance • Help define and improve deployment processes change management andreadiness checklists • Support standardization of deployment workflows across regions and storeformats • Assist with vendor coordination SLAs and performance tracking • Drive continuous improvement for deployment efficiency quality and storeexperience
Communication & Stakeholder Management • Deliver clear professional communication to store leadership vendors andinternal stakeholders • Set expectations regarding timelines deliverables and next steps • Represent the team with professionalism when engaging with business leadersand project managers
Coaching & Team Development • Mentor junior analysts through active coaching and performance feedback • Foster a collaborative customer-first team culture • Contribute to training programs documentation updates and knowledge-sharinginitiatives
Who You Are • 5 years of experience in Service desk deployment technical support or callcenter operations business analysis or IT project support • Experience supporting retail store technology or distributed networkenvironments • Strong understanding of store network concepts LAN Wi-Fi WAN SD-WANLTE5G • Demonstrated ability to independently troubleshoot and resolve technical andprocedural issues at scale • Strong written and verbal communication skills with the ability to tailormessaging for technical and non-technical audiences • Proven leadership qualities including accountability initiative sound judgmentand conflict resolution • Experience supporting retail technology environments and customer-facingoperations strongly preferred • Proficiency in Microsoft Office Suite Word Excel Outlook PowerBI experiencewith Smartsheet or similar project tracking tools preferred • Highly dependable adaptable and capable of managing multiple priorities in afast-paced environment • Growth mindset with a demonstrated history of driving operational improvements
Preferred Qualifications • Experience supporting large retail enterprises with hundreds or thousands ofstores • Familiarity with Cisco Meraki Cisco or similar enterprise networkingplatforms • Experience with Store of the Future technologies POS systems IoT devicesand digital retail platforms • Knowledge of ITIL Agile or project management frameworks • Experience working with field services providers and global vendors
What Success Looks Like • Store network deployments are delivered on time and with minimaloperational disruption • Clear communication and alignment between business network and storeteams • Reduced deployment issues through improved planning and standardization • Stores are enabled with reliable scalable and future-ready networkconnectivity