Director, Organizational Change Management

Gap Inc.

About The Position

The Organizational Change Management (OCM) team is a critical part of the Technical Program Management (TPM) organization, which leads the delivery of complex, cross-functional technology programs across Gap Inc. The OCM team enables the people side of transformation—focusing on adoption, readiness, and sustainability for process changes, technology rollouts, and organizational shifts. Our mission is to drive successful outcomes and enable profitable growth by ensuring teams across Gap Inc. are empowered, aligned, and equipped for change. As the Director of OCM, you will lead enterprise change efforts within Global Technology Solutions (GTS), shaping and executing strategies that drive engagement, build change capability, and accelerate adoption. You will use the OCM Operating Model to assess the scale and complexity of change across people, processes, and technology—and translate those insights into actionable strategies that minimize disruption and maximize impact. You will oversee and deliver the full scope of change management for GTS, specifically programs focusing on data analytics, reporting, and dashboards - including stakeholder alignment, process enablement, training development and delivery, and integrated communications—ensuring global teams are prepared and supported through the transition. This role requires deep partnership across Product Management, Engineering, Data & Analytics, TPM, TechOps, InfoSec, and Strategy & Governance, as well as collaboration with Corporate Communications and external partners. This is a highly visible, strategic role within the GTS organization.

Requirements

Extensive experience in organizational change management, with a proven track record of leading complex, enterprise-level change initiatives—especially those involving technology transformation, system implementation, and process redesign.
10+ years of progressive experience in change management or related disciplines, with demonstrated success in owning the full lifecycle of change strategy, planning, and execution for large-scale programs.
Deep understanding of change management principles, methodologies (e.g., ADKAR, Prosci), and tools, with the ability to tailor approaches to meet the unique needs of diverse audiences and initiatives.
Skilled in stakeholder analysis and engagement, with the ability to understand and navigate the needs of cross-functional stakeholders and end users across regions, time zones, and cultural contexts.
Hands-on experience designing and executing global communications and training strategies, with a strong preference for candidates familiar with technology organizations and managed services provider (MSP) transitions.
Exceptional collaboration and communication skills, with experience crafting clear, compelling messaging for audiences ranging from individual contributors to executive leadership, including communications for organizations of 1,000+ employees.
Strong strategic thinking and problem-solving ability—able to anticipate challenges, develop mitigation strategies, influence outcomes, and drive alignment across complex stakeholder landscapes.
Proven ability to build relationships and influence without direct authority, working through others to deliver shared goals in fast-paced, matrixed environments.
Empathetic understanding of how people experience change, and the ability to apply that insight to create human-centered change plans that drive engagement, reduce resistance, and build long-term capability.
Executive presence and communication fluency, with the ability to confidently deliver presentations, facilitate discussions, and engage at multiple levels within the organization—including with senior leaders.

Responsibilities

Leads the development and execution of enterprise-level change management strategy for the GTS programs, setting the vision for stakeholder engagement and ensuring alignment with business goals and transformation outcomes.
Owns and delivers critical change management workstreams, including stakeholder assessments, impact analyses, governance models, and integrated change plans covering communication, leadership coaching, training, resistance management, and success metrics to drive adoption.
Influences and guides senior leaders and program sponsors, acting as a strategic advisor and internal change consultant.
Inspires stakeholders across the organization to become active change champions and drives accountability for outcomes.
Partners closely with GTS Technical Program Managers (TPM) and external Managed Services Provider(s) to ensure seamless integration of change activities across workstreams and a smooth transition to the new GTS operating model.
Drives the GTS communications strategy in partnership with Corporate Communications, ensuring that messaging is clear, targeted, and aligned to the overall transformation narrative—supporting both awareness and engagement at all levels.
Builds and maintains strong executive and cross-functional relationships, securing alignment and resources, and ensuring clear, timely visibility of change progress and risks to senior leadership and key stakeholders.
Leads, mentors, and empowers a virtual network of change agents and business partners, fostering collaboration, feedback loops, and a culture of shared ownership for adoption and behavior change.
Brings a strong bias for action, with a proven ability to anticipate risks, identify adoption roadblocks, and develop forward-thinking mitigation strategies to accelerate change readiness and execution.
Shapes the future of the change function by collaborating with the broader OCM team to evolve tools, methodologies, and best practices that strengthen enterprise change capability beyond the current initiative.