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Manager, Franchise Operations

Develop and standardize operational playbooks for franchise distribution centers
Erlanger, Kentucky, United States
Mid-Level
3 weeks ago
Gap

Gap

A global retailer offering clothing, accessories, and personal care products for men, women, and children under various brand names.

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

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Manager, Franchise Operations
Erlanger, Kentucky, United States
Operations
About Gap
A global retailer offering clothing, accessories, and personal care products for men, women, and children under various brand names.