Manager, Franchise Operations

About the Role 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.