Project Manager Store Operations- Framingham, MA (Hybrid)

As the Operations Program Manager for Tech Services at Staples US Retail, you will lead the development, execution, and continuous improvement of operational programs that support our Tech Services business. You'll play a key role in turning strategy into action, building scalable, field-friendly solutions that make service delivery easier for associates and more impactful for customers.

You'll work cross-functionally to streamline processes, improve execution, and enhance the customer experience, while ensuring strong alignment with training, selling routines, and overall business priorities. Your work will drive performance, simplify, and help create confident, service-minded teams in every store.

Key Deliverables:

• 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.

Essential Skills and Experience:

• Bachelor's degree in Business, Operations, or related field
• 5-7+ years of experience in retail operations, services, or program management.
• Proven ability to simplify complex processes and drive frontline adoption.
• Strong project management, communication, and cross-functional leadership skills.
• Deep customer focus and field-first mindset.

Preferred Skills and Experience:

• MBA preferred but not required.
• Experience working with Learning & Development, sales enablement, or field training teams.
• Background in tech services or consumer tech retail is a strong plus.

Get great perks.

• Generous amount of paid time off and bonus plan
• 401(k) plan with a company match, medical, dental, vision, life and disability insurance, and many more benefits
• On-site, discounted childcare, fitness center and dry cleaners in Framingham, MA corporate office
• Associate store discount and more perks (discounts on mobile plans, movie tickets, etc