Director, Service Systems & Omni Operations – Retail

Staples Promotional Products

Director leading services systems and omni-channel operations for Staples. Collaborating with cross-functional teams to enhance retail service experiences across channels.

Posted 6/2/2026full-timeFramingham • Massachusetts • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Own the vision, roadmap, and execution for systems supporting service order capture, pricing, fulfillment, scheduling, and performance reporting.
Partner with Technology teams to define requirements, prioritize enhancements, manage dependencies, and ensure reliable delivery.
Ensure platforms are scalable and capable of supporting evolving service and omnichannel needs.
Own and drive execution of omnichannel service capabilities across in-store, online, DPF, and Staples Business Seller channels, ensuring consistency, scalability, and operational excellence across all environments.
Establish and continuously evolve enterprise operating models governing service order flow, cross-channel handoffs, fulfillment pathways, visibility, and exception management.
Ensure alignment of systems and processes to support seamless integration between customer touchpoints and backend operations, enabling a unified end-to-end experience.
Monitor operational KPIs and drive cross-channel performance improvements focused on speed, quality, cost efficiency, and revenue impact.
Accountable for securing, prioritizing, and managing the financial investments required to execute systems and operational strategies.
Owns the financial stewardship of initiatives within scope, including budget planning, cost management, and ROI realization.
Drives accountability for delivering committed financial results tied to system enhancements and operational improvements, including revenue growth, cost efficiency, and productivity gains.
Translate business and merchandising priorities into actionable system and operational roadmaps.
Gather customer, associate, and market insights to inform product and process improvements.
Apply process, data, and systems thinking to improve operational effectiveness and financial performance.

Requirements

What you’ll need

Bachelor’s degree required
MBA or advanced degree preferred
7–10+ years of progressive experience in product management, systems, operations, or omnichannel roles
Experience supporting service-based retail offerings strongly preferred
Demonstrated success leading cross-functional initiatives and managing complex platforms or processes

Benefits

Comp & perks

Click here to learn more about the employee benefits, programs and perks offered at Staples!

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills & Tools

product managementsystems thinkingoperational effectivenessfinancial performancebudget planningcost managementKPI monitoringperformance reportingservice order captureomnichannel capabilities

Soft Skills

leadershipcross-functional collaborationcommunicationstrategic thinkingaccountabilityproblem-solvingcustomer insights gatheringprocess improvementstakeholder managementprioritization

Certifications

Bachelor's degreeMBA or advanced degree