Senior Director - Reliability Operations

About Gap Inc.

Gap Inc. creates culture as much as it creates clothes. Our ambition is to become a high‑performing house of iconic American brands that shape culture. We bring diverse perspectives through Old Navy, Gap, Banana Republic, and Athleta, each delivering unique value to customers. Our purpose is to bridge gaps between people, perspectives, and possibilities to create a better world. We build high‑performing teams that think boldly, take ownership, and turn ideas into impact.

About the Role

The Senior Director – Reliability Operations is a strategic leader responsible for ensuring the reliability, availability, and performance of Gap Inc.’s enterprise technology ecosystem. The role oversees ITIL‑based service management, Site Reliability Engineering (SRE), the ServiceNow platform, Mission Control, and Live Sight Insights. It drives operational excellence through a proactive reliability strategy that combines process discipline, automation, observability, and real‑time insights while partnering with engineering, infrastructure, cybersecurity, and product teams.

What You’ll Do

Strategic Leadership & Vision

• Define and execute the enterprise Reliability Operations strategy, ensuring alignment with business objectives and technology roadmaps.
• Lead transformation of ITIL functions into agile, data‑driven service management capabilities across incident, problem, change, and configuration management.
• Partner with senior technology and business leaders to embed reliability and performance metrics into product development and operational planning.

Operational Excellence & Reliability Engineering

• Lead Site Reliability Engineering practices across platforms and services—driving automation, self‑healing capabilities, and proactive monitoring to achieve measurable service resiliency improvements.
• Establish standards for availability, latency, scalability, and operational efficiency through engineering‑driven reliability principles.
• Champion reliability by design—ensuring observability, capacity planning, and chaos testing are core to delivery processes.

Mission Control & LiveSight Insights

• Oversee the Mission Control organization responsible for real‑time system monitoring, incident command, and critical event management.
• Drive adoption of Live Sight Insights to create predictive and actionable intelligence on service health and performance trends.
• Enable enterprise visibility of key metrics through intuitive dashboards and business‑impact‑based alerting models.

ServiceNow Governance & Ownership

• Own the ServiceNow platform governance strategy and roadmap, ensuring it enables ITIL process excellence, automation, and collaboration on cross‑enterprise workflow integration.
• Collaborate with product and engineering teams to provide industry best practices for ServiceNow’s capabilities across IT, HR, security, and enterprise operations.
• Lead a governance mindset focusing on reliability, scalability, and ease of use.

People Leadership & Culture

• Build, inspire, and develop a high‑performing global Reliability Operations team that embodies accountability, collaboration, and innovation.
• Foster a culture of data‑driven decision making, continuous learning, and operational excellence.
• Serve as a mentor and coach to emerging leaders—raising the organizational bar for reliability engineering and service leadership.

Cross‑Functional Partnership

• Work closely with Software Engineering, Infrastructure, Cybersecurity, and Business Technology teams to ensure reliability objectives are integrated end‑to‑end.
• Partner with Enterprise Architecture and Program Management to align technology investments with reliability outcomes.
• Act as a trusted advisor to executive leadership on reliability strategy, risk posture, and performance health of the enterprise environment.

Who You Are

• Proven strategic leader with more than 10 years of experience driving operational transformation in global, complex environments.
• Deep expertise in ITIL frameworks, SRE principles, ServiceNow platform administration and architecture, and modern observability practices.
• Strong technical understanding across infrastructure, cloud operations, automation, and service management ecosystems.
• Exceptional ability to influence at all levels—translating technical reliability concepts into business impact and strategic value.
• Passionate about developing people and creating a culture of ownership, reliability, and continuous improvement.
• Demonstrated track record of leading large, diverse teams and delivering measurable improvements in service reliability, performance, and user satisfaction.
• High‑performing leader operating with strategic agility, executive presence, and the ability to build organizational alignment through clarity, accountability, and purpose.

Salary Range

$236,700.00 - $319,500.00 (variable based on qualifications, experience, skill level, competencies, and work location). Minimum wage or minimum of the pay range (whichever is higher) will be met based on city, county, and state requirements.

Benefits at Gap Inc.

• Merchandise discount for our brands: 50% off regular‑priced merchandise at Old Navy, Gap, Banana Republic, and Athleta, and 30% off at Outlet for all employees.
• Competitive Paid Time Off plan.
• Opportunity to volunteer up to five “on the clock” hours each month at a charity of choice.
• Extensive 401(k) plan with company matching up to four percent of base pay.
• Employee stock purchase plan.
• Medical, dental, vision, and life insurance.
• Additional benefits details available upon request.

Equal Employment Opportunity

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We recruit, hire, train, and promote qualified people of all backgrounds and make all employment decisions without regard to any protected status. Gap Inc. has been recognized as one of the World's Best Employers and one of the Best Employers for Diversity.