Director, Franchise & Transload Operations

About the Role

The Director of Franchise & Transload Operations plays a critical role in leading the operational and cost execution of two of Gap Inc.'s essential outsourced logistics networks — the global franchise fulfillment operation and the N.A. Inland Transload (ITO) network. Reporting to the Head of Inbound & Franchise Operations, this leader ensures service and continuity across both networks — managing multi-site 3PL operations that span port-to-DC flow-through and origin-to-partner fulfillment across multiple geographies. This role operates in close partnership with GPS, Brand, FSAL (Franchise, Strategic Alliances, and Licensing), and Inbound Transportation teams to drive collective business outcomes across cost and service.

Franchise Operations. This role carries full service and budget accountability for Franchise operations — overseeing three regional fulfillment hubs (U.S., Europe, and Asia), four direct turnover points, and multiple 3PL provider relationships that fulfill and deliver to 45+ franchise and wholesale partners across 30+ global destination markets.

Transload (ITO) Operations. In addition, this leader will provide operational oversight across Gap Inc.'s Inland Transload Operation (ITO) network — a critical set of five 3PL-operated deconsolidation and flow-through facilities located in Los Angeles, Newark, Miami, Vancouver, and Halifax. These sites serve as the primary handoff points between port and distribution — receiving ocean containers, executing deconsolidation and transload, and staging outbound loads for linehaul to Gap Inc.'s North America distribution campuses. This leader will be accountable for ITO site performance management, 3PL provider execution, throughput and dwell discipline, and capacity alignment across the transload network.

Combined, this role oversees a multi-site, multi-provider footprint across four continents — with full service and budget accountability across strategic 3PL relationships.

What You'll Do

Franchise Operations

• Own franchise operational performance — from DC receipt through 3PL hub fulfillment to franchise partner turnover, ensuring on-time and complete delivery across 30+ global destination markets

• Manage and develop 3PL provider relationships across three regional hubs (Cincinnati, Amsterdam, Hong Kong) and four direct turnover points (Laredo, Hong Kong, UK, Dubai) — driving performance through clear KPIs, and regular business reviews.

• Develop and manage annual franchise operations budget, including hub facility costs, storage, and VAS — with accountability for cost discipline and productivity improvement

Transload (ITO) Operations

• Own operational performance across five ITO sites (Los Angeles, Newark, Miami, Vancouver, Halifax) — managing 3PL providers to drive container processing speed, dwell reduction, and on-time outbound dispatch to DC campuses

• Oversee ITO budget, including transload processing and special handling – partnering with the Dray and linehaul teams for effective cost optimization and utilization.

• Drive operational discipline and risk mitigation across the franchise network — standardized procedures, SLA management, contingency planning, and exception resolution.

• Partner with GapTech and logistics providers to improve EDI/milestone compliance, reporting, visibility, and operational exception management.

• Identify and resolve network bottlenecks — ensuring facilities are scaled and staffed to support peak and non-peak volume while maintaining speed and reliability

Cross-Functional & Strategic

• Build and maintain relationships with cross-functional partners across Inbound Transportation, Distribution, Brand Operations, Finance, and Procurement to align cost, service, and flow priorities

• Use data-driven decision-making to deliver results — developing and monitoring KPIs that drive competitive cost and service outcomes across franchise and transload operations

• Advise senior leadership on network performance, cost trends, capacity planning, and market dynamics impacting the outsourced network

• Champion change initiatives and continuous improvement while maintaining operational effectiveness across a growing and evolving network

Additional Requirements

• Travel required to manage and support 3PL operations, franchise hubs, and transload sites

• Position is based on site at our Transportation Office in Erlanger, KY

• Required to support non-traditional hours as operational performance dictates

Who You Are

• 8–10 years of progressive experience in Supply Chain, Logistics, or Transportation, with a strong preference for 3PL management, franchise/wholesale operations, or distribution/fulfillment operations

• Proven experience managing 3PL provider relationships — including performance management, contract oversight, and operational accountability across multiple sites and geographies

• Experience managing a budget with detailed knowledge of financial planning, cost analysis, and margin improvement

• Ability to drive execution discipline, resolve exceptions, and hold teams and providers accountable to performance standards

• Demonstrated ability to lead cross-functionally — influencing and driving results through internal partners and external provider teams at all levels

• Data-driven decision maker — ability to utilize metrics and KPIs to drive optimization and continuous improvement

• Excellent written and oral communication skills — ability to develop and deliver executive-level presentations and advise senior leadership

• Self-motivated and results-driven with a proven ability to identify priorities and mobilize initiatives with minimal supervision