Staples global careers United States

Product Manager, Digital Conversations

Function: eCommerce
Location: Staples Corporate Center, Framingham, 01702, Massachusetts
Date posted: 03/15/2017
Type: Full-time
Permanent / Contract: Regular
Job number: 1008370
Staples’ being the #3 online business in sales within North America is the most innovative destination for businesses and consumers to buy what they want across the channel of their preference. Staples key business units include, Staples Business Advantage, and Quill. Through its world-class online, retail and delivery capabilities, Staples lets customers shop however and whenever they want, whether it’s in-store, online or on mobile devices. Staples offer more products than ever, such as technology, facilities and breakroom supplies, furniture, safety supplies, medical supplies, and copy and print services. Headquartered outside of Boston, Staples operates throughout North and South America, Europe, Asia, Australia and New Zealand. More information about Staples (SPLS) is available at 

In support of our Corporate Strategy, Staples is making aggressive investments to push Staples eCommerce business to the new levels through innovation led product management. eCommerce Product Management is the new destination of Staples and the canvas for our strategy. The Product Manager, Digital Conversations will join a growing Global eCommerce team tasked with planning, managing and operating the Staples North American businesses. 

Position Summary: 

The Product Manager, Digital Conversations will primarily be responsible for developing and managing the life cycle of products and tools including product strategy, requirements gathering, cost/benefits analysis, scoping, development, roll-out, reporting, optimization & continuous innovation. Specific product focus areas may include: 

• Digital engagement applications 
• Sales and customer service conversations 
• AI backed bot models assisting customers, & customer service teams 

The Product Manager will utilize available data, insights, and voice of the customer/associates to make informed decisions about product roadmaps and their prioritization. He/she will keep abreast of evolving industry tools and technologies that enhance the website, inside sales & field sales experience to better serve Staples customers. Given the highly strategic and cross-channel nature of this role, the successful individual must possess a unique combination of structured strategic thinking, passion, and curiosity for technology, as well as strong leadership and collaboration skills. 

Primary Responsibilities: 

• Own product strategy, roadmap, and delivery 
• Analysis of internal & external customer needs 
• Interpret sales & customer performance metrics and the financial implication 
• Develop the near, mid and long-term holistic roadmap of initiatives aligned to business objectives 
• Assessment of build vs. partner options with 3rd parties including the industry trends 
• Execution of the in-house or 3rd party vendor solutions including running of various tests/pilots through A/B testing 
• Closely work with Staples Global Technology, Sales Operations and various cross-functional teams to deliver, and manage the product lifecycle 
• Strong knowledge of CRM tools and ability to merge online/offline sales and service efforts for the benefit of the customer and efficiencies. knowledge is a plus 
• Unlock the power of data 
• Develop various frameworks and point of views to ground internal teams and stakeholders on data-driven product approach 
• Ability to work with technical teams to understand existing data systems and retrieval of information as an input to the sales enablement product & tools 
• Understand requirements of sales & marketing teams and work closely with data science and analytic teams for testing and deployment 
• Focus on product performance, data insights, optimization and continuous innovation 
• Help define key performance indicators for each product/tool/capability 
• Develop business case to justify the prioritization and benefits 
• Track and report on the benefits/impact after go-live 
• Drive broad organizational engagement to deliver products on-time and on budget 
• Energetic, passionate, and inspired leadership 
• An active networker partnering with cross-functional teams across Staples 
• Regularly, impactful communication of progress and impact 
• Develop processes to listen, learn and incorporate customer feedback in products 

Basic Requirements:

• Bachelor's Degree (technical discipline preferred) 
• Min of 6-8 years’ experience in at-least two of the following areas: 
• Product management 
• Management/Technology Consulting 
• eCommerce strategy 
• Data science/analytics 
• Project management 

Preferred Requirements: 

• Experience partnering with technical teams to deliver results 
• Strong strategic, analytical and critical thinking skills; ability to break down complex problems and formulate plans 
• Customer-centric orientation with proven track-record of developing and acting on customer insights 
• Strong organizational and project management with attention to detail (must be excellent at excel, power-point) 
• Proven ability to collaborate broadly with flexible, positive attitude and ability to get results 
• Exceptional oral and written communication skills; ability to communicate to the senior executives 

Additional Information:
Staples is an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.