About the Role
The Senior Manager, Asset Protection Bridge and Cores & Keys leads centralized Asset Protection operations and support services for stores across the United States and Canada. This role oversees the Asset Protection Bridge, a centralized operations center that serves as the primary point of coordination, communication, and support for field Asset Protection teams, stores, and business partners, while also leading the company's Cores & Keys program.
This leader is responsible for ensuring consistent, high-quality service delivery, driving operational excellence, and leveraging data and insights to improve performance and support business objectives. The role requires strategic leadership, strong operational acumen, and the ability to build partnerships across field operations, corporate functions, external vendors, and government agencies. Success in this role requires balancing day-to-day operational effectiveness with continuous improvement and long-term program development.What You'll Do

The Senior Manager, Asset Protection Bridge and Cores & Keys leads teams responsible for delivering centralized Asset Protection services and operational support to stores and field teams across North America. Through the Asset Protection Bridge, this role ensures timely incident support, operational coordination, communications, issue resolution, and service delivery that enable a safe, secure, and productive store environment.

This position requires exceptional leadership, strategic thinking, operational discipline, and customer service focus. The successful candidate will build high-performing teams, strengthen cross-functional partnerships, and continuously improve processes that support frontline operations.

Key Responsibilities:

Lead the Asset Protection Bridge, a centralized operations center that provides support, coordination, communications, and issue resolution for stores, field Asset Protection teams, and business partners.
Oversee the Cores & Keys program, ensuring consistent execution, compliance, service delivery, and continuous program improvement.
Deliver results through sound decision-making, effective problem solving, and a commitment to timely issue resolution and exceptional customer service.
Lead diverse, multifunctional teams across geographically dispersed locations, including teams with indirect reporting relationships.
Establish performance metrics and leverage data, analytics, and customer feedback to identify trends, measure effectiveness, and drive continuous improvement.
Lead operational and strategic initiatives that expand, enhance, or modernize Asset Protection Bridge and Cores & Keys services, from concept through implementation and adoption.
Develop and maintain strong partnerships with field operations, Asset Protection leaders, corporate teams, external vendors, and other key stakeholders.
Influence and collaborate across functions to solve complex operational challenges and improve the experience of stores and internal customers.
Ensure process changes, service updates, and critical communications are effectively developed, communicated, and executed.
Manage escalations and complex issues, ensuring appropriate coordination, communication, and resolution.
Drive standardization, operational consistency, and service excellence across all supported functions.
Ensure compliance with company policies, procedures, confidentiality requirements, and applicable standards related to data privacy, personally identifiable information (PII), and document management.

Who You Are

Ability to work a flexible schedule and travel or work on-site as business needs require.
Strong understanding of Asset Protection operations, policies, and procedures, or the ability to quickly learn and master them.
Demonstrated leadership experience managing operational teams, service-oriented functions, or centralized support environments.
Ability to assess complex situations, manage escalations, de-escalate conflict, and make effective decisions with incomplete information.
Experience using data and analytics to drive operational performance, identify opportunities, and support strategic decision-making.
Proven success leading process improvement initiatives and implementing solutions that enhance customer experience and operational effectiveness.
Strong project management skills with the ability to prioritize competing demands and deliver results in a fast-paced environment.
Demonstrated ability to influence stakeholders and collaborate effectively across diverse, cross-functional teams.
Proficiency with Microsoft Office Suite and the ability to navigate multiple systems and technologies simultaneously.
Experience with Smartsheet or similar workflow and project management platforms preferred.
Strong organizational skills, attention to detail, and a high degree of accountability.
Excellent verbal and written communication skills.
Growth mindset with a passion for continuous improvement, innovation, and team development.

Gap, Inc.

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Senior Manager, Asset Protection Bridge and Cores & Keys