Staples Promotional Products

Knowledge and Performance Manager

Staples Promotional Products

full-time

Posted on:

Location Type: Remote

Location: Canada

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About the role

  • Act as a strategic partner to the Learning & Development team to ensure training aligns with evolving business priorities.
  • Collaborate on curriculum design, updates, and reinforcement strategies to support associate skill development.
  • Ensure new-hire training reflects current processes, policies, and top call drivers.
  • Oversee Talent Councils for each business unit, including reviewing requests, assigning work, and validating content before release.
  • Analyze post-training performance metrics (QA scores, AHT, CSAT) to identify gaps and recommend improvements.
  • Maintain strong relationships with BPO partners to gather feedback and share best training practices.
  • Facilitate training sessions when needed to support business priorities.
  • Audit training content across sites and partners, ensuring consistency, accuracy, and standardization.
  • Deliver clear communication to stakeholders about training updates and their impact on performance and customer outcomes.
  • Proactively identify opportunities to streamline processes and improve efficiency within the Customer Service network.

Requirements

  • 5+ years of related experience in Customer Service operations, onboarding, or training.
  • 2+ years of direct people leadership or team-leadership experience.
  • Demonstrated experience supporting training or operational readiness programs.
  • Proven ability to manage schedules, workflows, and performance metrics.
  • Strong communication skills, both written and verbal.
  • Proficiency in standard business tools (LMS, analytics/reporting tools, MS Office).
  • Flexibility to work Monday–Friday, 8am–8pm EST.
  • Ability to lead initiatives independently and manage multiple projects.
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
curriculum designtraining developmentperformance metrics analysisprocess auditingtraining facilitationworkflow managementoperational readinessproject managementdata analysiscustomer service operations
Soft Skills
strategic partnershipcommunicationleadershiprelationship managementproblem-solvingflexibilityinitiativecollaborationorganizational skillsteam leadership