Manager, Franchise Operations

Manager, Franchise Operations

Full time 1360 Dolwick Drive, Erlanger, KY, US 41018

As a Manager of Franchise Operations, you will be responsible for leading oversight of Gap Inc's third party (3PL) managed distribution centers that support our Franchise & Wholesale Business. In this role you will be the connection between 3PL operators, carriers, partner support, brands, and many other teams – bringing clarity & visibility to ensure the right product reaches the right partner across the Franchise Operations portfolio. The emphasis is practical execution with a strategic lens: clear playbooks, crisp reporting, and continuous improvement that balances service, speed, and cost. This position is based in Erlanger, KY.

What You'll Do

• Drive the business internally & externally for portfolio of sites: set expectations, review performance weekly, surface risks early, and align actions with local teams and global stakeholders.
• Measure & manage franchise network performance: own the KPI cadence (dock-to-stock, cycle time, on-time handoff, inventory accuracy, shrink), and turn insights into actions.
• Standardize ways of working across hubs: SOPs, SLAs, and business rules that scale—then audit for adherence and close gaps.
• Strengthen 3PL partnerships: build trusting relationships with operators and carriers; conduct QBRs, hold to service standards, and drive corrective actions where needed.
• Keep the data clean and visible: partner with Tech/Analytics to improve WMS/TMS/visibility integrations and EDI events; ensure exceptions are captured and resolved.
• Engineer solutions for brand/partner needs: assess risk, impact, resources, and data; pilot changes (e.g., flow path tweaks, wave rules, value-add services) and scale what works.
• Support procurement and onboarding: contribute to RFx requirements and award scenarios; lead operational readiness for new hubs/providers (checklists, data setup, SOPs, KPIs).
• Safeguard compliance and quality: maintain documentation and audits for safety, security, and regulatory programs (e.g., ISO, CTPAT/AEO) and customer requirements.
• Deliver succinct, executive-ready decks that frame the issue, options, tradeoffs, and recommendation.
• Report with purpose: ensure weekly reports meet timelines and capture the right data; communicate delays proactively and resolve quickly; maintain accurate weekly volume forecasts.
• Champion continuous improvement: lean problem-solving to reduce dwell, variability, and cost-to-serve; track benefits and share best practices across hubs.

Who You Are

• 5–7 years in 3PL/DC or Transportation operations, with direct experience managing vendor performance relationships; retail/apparel a plus.
• Proven success leading operations through 3PL partnerships (vendor management, performance management, and issue resolution).
• Strong analytical toolkit (Excel/Sheets; PowerPoint, Power BI a plus) and comfort translating data into clear actions and executive narratives.
• Working knowledge of WMS/TMS/visibility and EDI fundamentals; able to partner with tech teams to improve data quality and exception handling.
• Familiarity with international logistics, Incoterms, customs/security programs, and freight documentation a plus.
• Excellent relationship-building and communication skills; able to influence across cultures/time zones and keep teams focused on outcomes.
• Organized, hands-on operator with a bias for action and continuous improvement.
• This position may require occasional work outside of standard business hours to effectively support teams across multiple time zones.

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.
• One of the most competitive Paid Time Off plans in the industry.
• Employees can take up to five "on the clock" hours each month to volunteer at a charity of their choice.
• Extensive 401(k) plan with company matching for contributions up to four percent of an employee's base pay.
• Employee stock purchase plan.
• Medical, dental, vision and life insurance.
• See more of the benefits we offer.

*For eligible employees