Manager, Strategic Provider Operations

About Gap Inc.
Our past is full of iconic moments — but our future is going to spark many more. Our brands — Gap, Banana Republic, Old Navy and Athleta — have dressed people from all walks of life and all kinds of families, all over the world, for every occasion for more than 50 years.
But were more than the clothes that we make. We know that business can and should be a force for good, and its why we work hard to make product that makes people feel good, inside and out. Its why were committed to giving back to the communities where we live and work. If youre one of the super-talented who thrive on change, arent afraid to take risks and love to make a difference, come grow with us.
About The Role
The Manager, Strategic Provider Operations, is accountable for designing, implementing, and continuously improving a unified governance framework across a complex multi-service-provider ecosystem. This role ensures that all service providers — including in-house delivery teams — operate within agreed performance, financial, and compliance parameters. The incumbent acts as the central orchestrator between providers, internal business units, finance, legal, procurement, and senior leadership.
What Youll Do
Governance Framework & Provider Oversight

• Performance: Design and operationalize a unified MSP governance framework covering SLAs, KPIs, escalation paths, and audit readiness
• Ensure all service providers and in-house teams are performing within contractual and regulatory boundaries
• Chair and facilitate governance forums — Performance, Risk, Contract/Finance
• Drive accountability across providers through structured governance reviews and corrective action tracking
• Maintain a consolidated governance calendar ensuring stakeholder visibility and timely decision-making
  

Risk, Compliance & Mitigation

• Proactively identify contractual, operational, and compliance risks; escalate and remediate in a timely manner
• Ensure all documentation and processes are always audit-ready in line with internal and external regulatory requirements
• Champion data protection principles and right-to-information obligations across provider contracts
• Identify and implement process improvements leveraging AI, automation, and analytics
  

Stakeholder & Vendor Relations

• Build and sustain trusted relationships with SPOps Team, Delivery Leads.
• Serve as the primary point of contact for Service Provider Delivery Managers
• Collaborate closely with Procurement, Legal, and Finance to align on governance, cost, and compliance outcomes
• Establish an environment of mutual accountability, trust, and respect across internal and external stakeholders
• Communicate effectively with senior executives — translating complex data into concise, actionable insights
  

Who You Are

• 8–15 years of progressive experience in IT outsourcing governance, vendor/MSP management, or strategic operations
• Demonstrated experience managing multi-provider environments with complex contractual and SLA frameworks

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Get Hired
• Track record of leading governance transformation programs and delivering measurable outcomes
• Exposure to GCC operating models and in-house delivery governance is a strong advantage
• Expertise in SLA/KPI design, Risk management and compliance governance
• Proficiency with ITSM tools (Service Now, Jira), governance platforms, and analytics/BI tools
• Familiarity with AI and automation capabilities relevant to provider performance management
• Knowledge of financial modeling, budgeting, and cost analysis skills.
  

Benefits at Gap Inc.

• One of the most competitive paid time off plans in the industry
• Comprehensive health coverage for employees, same-sex partners and their families
• Health and wellness program: free annual health check-ups, fitness center and Employee Assistance Program
• Comprehensive benefits to support the journey of parenthood
• Retirement planning assistance
• See more of the benefits we offer.
  

Gap Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status. We have received numerous awards for our long-held commitment to equality and will continue to foster a diverse and inclusive environment of belonging. In 2022, we were recognized by Forbes as one of the Worlds Best Employers and one of the Best Employers for Diversity.