The Associate Manager, Category Operations is responsible for driving operational excellence through leadership of processes, programs, and teams that support customer services and business performance. This role oversees day-to-day operations while owning the development and execution of scalable processes, systems, and workflows aligned to business goals. 

This position combines operational leadership with program and process ownership, ensuring effective execution across customer implementations, vendor coordination, billing and asset integrity, and continuous improvement initiatives. The Operations Manager partners cross-functionally to deliver consistent, high-quality service while improving efficiency, scalability, and overall operational performance.

What you’ll be doing:

• Oversee daily operational workflows, including prioritization, issue resolution, and service execution.
• Ensure adherence to service level agreements (SLAs), operational controls, and quality standards.
• Develop, maintain, and govern Standard Operating Procedures (SOPs).
• Identify operational gaps, perform root cause analysis, and implement sustainable solutions.
• Analyze operational data and report on KPIs, SLAs, and performance trends to inform decision-making.
• Design and deliver training programs for tools, systems, and operational processes.
• Drive adoption of new tools, systems, and workflows through structured change management.
• Partner cross-functionally with Sales, Vendors, Customer Service, Finance, Technology, and Merchandising to align execution.
• Lead customer implementations, installations, and escalations to ensure high-quality delivery.
• Provide oversight of billing, invoicing, and reconciliation processes to ensure accuracy and policy adherence.

What you bring to the table:

• Strong operational and analytical mindset with excellent attention to detail.
• Ability to manage multiple priorities and operate effectively in a fast-paced environment.
• Exceptional problem-solving and decision-making skills.
• Effective communication and collaboration skills across diverse teams.
• Customer-focused approach and strong escalation management capabilities.
• Ability to navigate ambiguity and drive successful outcomes.
• Experience leading or mentoring team members in operational environments.
• Proven track record in continuous improvement initiatives and change management.
• Advanced proficiency in Excel and reporting tools such as Power BI, Tableau, or Salesforce.
• Experience working with vendors and cross-functional teams to enhance performance and customer experience.

What’s needed- Basic Qualifications 

• 5+ years of experience in operations, program management, or process improvement.
• Experience managing operational workflows, programs, or processes.
• Proven ability to develop and improve SOPs and operational standards.
• Experience managing KPIs, SLAs, and performance metrics.

What’s needed - Preferred Qualifications:

• Bachelor’s Degree in business operations, project management, communications, or a related field (preferred).
• Experience with process improvement or change management initiatives.
• Advanced Excel and reporting tool proficiency (Power BI, Tableau, Salesforce).
• Experience with system implementations, testing, or operational tools.
• Experience working in customer-facing or vendor-integrated operational environments.
• Prior experience leading or mentoring team members.

We Offer: 

• Inclusive culture with associate-led Business Resource Groups 

• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays) 

• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!

The salary range represents the expected compensation for this role at the time of posting. The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, geography, business considerations, and internal equity.  In addition to base pay, this role may be eligible for bonuses, or other forms of variable compensation.

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

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.