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Staples Canada · 9 hours ago

Project Manager Store Operations

Framingham, MA, United States

Full-time

Onsite

Senior Level

5+ years exp

Staples Canada is seeking an Operations Program Manager for Tech Services to lead the development and execution of operational programs that enhance service delivery. This role involves streamlining processes, improving execution, and ensuring alignment with business priorities to enhance customer experience.

E-CommerceInformation TechnologyOffice Supplies

Responsibilities

Lead the planning, launch, and optimization of Tech Services programs—including diagnostics, repairs, device setup, Warranty, and Total Support—ensuring each initiative is easy to execute and aligned with customer needs

Simplify operations by identifying friction points and developing tools, routines, and resources that enable associates to deliver consistently and effectively

Partner with Field Leaders and store teams to gather feedback, test solutions, and ensure programs work in the real world, not just on paper

Work closely with the Learning & Development team to ensure all programs are supported with strong, actionable training that enables field readiness and confidence

Collaborate with the Selling & Engagement team to design effective selling processes and associate behaviors that drive sales, trust, and great customer interactions

Utilize data to measure performance, identify opportunities, and continually enhance Tech Services execution across the chain

Align closely with internal teams, including Merchandising, Marketing, and vendor partners, to ensure end-to-end support for every initiative

Put the customer at the center of everything you do, designing programs that solve real problems and deliver fast, friendly, and reliable service

Qualification

Retail operations experienceProject managementCross-functional leadershipProcess simplificationCustomer focusField training experienceCommunication skills