The Manager, Workforce Management Systems & Operations is a leader responsible for representing and advancing the enterprise Workforce Management (WFM) vision through strong platform stewardship, cross functional partnership, and continuous improvement, under the vision and direction of the Director of Workforce Management and Reporting in Store Operations. This role enables labor strategy and execution across the field by ensuring workforce systems and processes support schedule excellence, productivity, compliance, and a consistent, positive employee experience. This role supports the day to day and long-term optimization of Workforce Management platforms, including UKG and Strategic Workforce Planner. The Manager ensures system stability, strong performance, and reliable data while translating company and brand priorities into scalable labor solutions that support store operations across a family of brands, each with unique operating models, labor needs, and scheduling requirements. Aligned to the WFM Operating Model, this role plays a key role in advancing workforce management strategy through execution. As a cross functional collaborator, the Manager leads WFM initiatives and enhancements, oversees integrations with enterprise platforms, and continuously improves labor management processes and system functionality. Success in this role is demonstrated through the timely delivery of initiatives aligned to the WFM roadmap, strong adoption of tools and processes in the field, and measurable improvements in scheduling effectiveness, hiring enablement, labor, productivity and system performance. This position blends technical depth, operational leadership, and analytical rigor to deliver compliant, future ready Workforce Management solutions to our family of brands at Gap Inc. The Manager provides accurate, actionable workforce reporting and insights that are trusted by field and Operations leaders, enabling data driven decision making, optimized labor outcomes, and an elevated field experience.
Workforce Management Leadership & Execution • Represent the Workforce Management strategy and vision in operational, cross-functional, and leadership forums, in close partnership with the Director of WFM. • Drive end-to-end execution of WFM systems and processes, leading delivery aligned to the WFM Operating Model. • Provide strategic guidance to Operations leaders based on key performance metrics, workforce trends, and labor insights.
• Act as a trusted advisor on labor optimization, workforce strategy, and system-enabled operational improvements.
Systems Ownership & Optimization • Play a key role in system configuration strategy and implementation for timekeeping, attendance, scheduling, shift management, and mobile functionality to meet evolving business needs. • Drive WFM system enhancements, upgrades, and integrations, ensuring alignment with the broader workforce management roadmap. • Proactively monitor system health, escalate risks, and resolve issues impacting field operations. • Analyze and propose system-based solutions within brand store environments that require differentiation or specialized configuration.
Reporting, Analytics & Insights • Generate and maintain information feeding enterprise reporting systems. • Build and enhance reporting for strategic field initiatives, pilots, and tests. • Perform quantitative and qualitative analysis to evaluate key initiatives and operational performance. • Drive continuous improvement in the reporting and delivery of relevant, actionable data to the field and Operations leadership. • Translate complex workforce data into clear insights that inform decisions and drive measurable results.
Operational Execution & Cross-Functional Collaboration • Plan, manage, and track multiple concurrent workstreams, coordinating efforts across Central Operations, Technology, Finance, Legal, Compliance, and Field leadership. • Lead initiatives to improve WFM processes, productivity, and labor utilization across the enterprise. • Support ongoing continuous improvement efforts focused on labor optimization and operational efficiency.
Enablement & Adoption • Oversee the design and delivery of WFM training, documentation, and change enablement to drive adoption and consistent execution. • Provide expert-level guidance and escalation support for WFM system and process issues impacting the field. • Consult on and evolve the WFM service and support model to improve responsiveness and effectiveness.
Qualifications • Bachelor's degree in Business Administration, Information Systems, Operations, or a related field.
• 5+ years of Workforce Management systems and analytics experience, with a focus on labor management (retail store experience preferred). • Deep expertise with UKG or similar WFM platforms (e.g., Kronos, Legion, Dayforce, ADP WFM). • Advanced Excel skills; experience with Power BI or similar analytics tools preferred. • Demonstrated ability to interpret quantitative and qualitative data to drive labor optimization and operational outcomes. • Strong business acumen with the ability to evaluate financial and operational indicators and translate insights into action. • Proven ability to lead & influence cross-functional teams, and drive decisions in complex environments. • Excellent communication, organizational, and stakeholder management skills. • Experience supporting system implementations, upgrades, training rollouts, and process documentation in large, hourly workforce environments.