Director Service Systems & Omni Operations, Retail

Director Service Systems & Omni Operations, Retail Framingham, MA, United States (Hybrid) Job Description The Director, Services Systems & Omni Operations is responsible for leading the strategy, development, and day-to-day execution of systems and operational capabilities that enable retail services across multiple channels. This role supports service offerings such as Copy & Print and Technology Services by ensuring platforms, workflows, and operating models are integrated, scalable, and aligned to business and merchandising priorities. The Director partners closely with Technology, Retail Operations, Digital, and Product teams to translate business objectives into executable roadmaps and to deliver solutions that improve customer experience, associate productivity, and operational performance. Owns the end-to-end strategy for services systems and omni-channel execution capabilities that enable and scale operations across stores, online, Distribution/Production Facilities (DPF), and Staples Business Seller channels. Defines and drives the multi-year systems and operating model strategy to ensure alignment with enterprise priorities, customer experience goals, and revenue growth objectives. Establishes a cohesive, enterprise-wide approach to service enablement across all channels, ensuring platforms, workflows, and data support a seamless customer and associate experience. Proactively identifies capability gaps and leads strategic investments to modernize and integrate systems in support of evolving business needs. Key Responsibilities Services Systems & Product Enablement 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. Partners with Finance and business leaders to identify funding sources, build and defend business cases, and ensure alignment with enterprise capital and expense planning cycles. Owns the financial stewardship of initiatives within scope, including budget planning, cost management, and ROI realization. Ensures disciplined investment decisions by balancing cost, risk, and expected business outcomes. Drives accountability for delivering committed financial results tied to system enhancements and operational improvements, including revenue growth, cost efficiency, and productivity gains. Product & Business Partnership Translate business and merchandising priorities into actionable system and operational roadmaps. Gather customer, associate, and market insights to inform product and process improvements. Contribute to business cases and ROI assessments for system enhancements and operational improvements. Process & Performance Improvement Apply process, data, and systems thinking to improve operational effectiveness and financial performance. Identify opportunities to simplify workflows, reduce friction, and improve the end-to-end service experience. Balance near-term operational needs with longer-term platform improvements. Innovation, Judgment & Discretion Accountable for the performance and outcomes of the defined area of responsibility within the broader services business and case environment. Owns delivery against key business metrics including service revenue, operational efficiency, customer experience, and cost performance. Operates with full ownership of business outcomes—translating strategy into measurable results, ensuring execution discipline, and driving accountability across cross-functional partners. Leads development and execution of business cases and investment strategies, ensuring clear success criteria, ROI realization, and alignment to enterprise financial and strategic goals. Establishes governance, performance routines, and decision frameworks that ensure consistent execution and continuous improvement across systems and operations. Lead and develop a team of product managers, system analysts, and/or operational leaders. Set clear priorities, drive accountability, and foster collaboration across cross-functional teams. Recruit, coach, and develop talent in support of team and business objectives. Communication & Influence Communicate roadmaps, priorities, and progress clearly to business and technology stakeholders. Represent services systems and operations in cross-functional forums and planning discussions. Influence without authority through strong partnership, data-driven insights, and clear recommendations. What You Bring to the Table (Success Profile) Strong systems orientation combined with practical operational understanding Ability to translate strategy into executable plans Sound business judgment and analytical capability Clear, confident communicator with cross-functional influence Proven people leadership and team development skills Education & Experience Education Bachelor’s degree required MBA or advanced degree preferred Experience 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 About Us The world of working and learning has changed. This is your opportunity to be a part of a brand transformation and growth strategy within the retail industry. Staples is helping our customers and community discover innovative products, services, and inspiration that unlock what’s possible, while empowering you to unlock your potential. Our people are the heart of our success and there has never been a better time to join us as we lead the way in a new era of working and learning. Want to learn more about Staples Stores? Visit RetailCareers.Staples.com for information and to learn about our career opportunities. Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law. Staples is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call View phone number on click.appcast.io for more information. Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act; as well as with any other state and local Fair Chance Ordinance/Act regulations. It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. Job Info Job Identification 70055 Job Category Marketing & Public Relations Job Schedule Full time Job Shift Day (1st shift) Locations 500 Staples Drive, Framingham, MA, 01702, US (Hybrid) #J-18808-Ljbffr