At Staples, our Customer Service organization plays a vital role in delivering a seamless, high‑quality experience to every customer we support. As a Knowledge & Performance Manager, you’ll be at the center of developing the tools, training, and insights that empower our associates. You’ll partner closely with Learning & Development, Customer Service leaders, and our international BPO teams to ensure training is effective, relevant, and aligned to our evolving business. This is an exciting opportunity to shape how our teams learn, grow, and perform—directly influencing customer satisfaction and operational success.

What you’ll be doing:

• Act as a strategic partner to the Learning & Development team to ensure training aligns with evolving business priorities.

• Collaborate on curriculum design, updates, and reinforcement strategies to support associate skill development.

• Ensure new‑hire training reflects current processes, policies, and top call drivers.

• Oversee Talent Councils for each business unit, including reviewing requests, assigning work, and validating content before release.

• Analyze post‑training performance metrics (QA scores, AHT, CSAT) to identify gaps and recommend improvements.

• Maintain strong relationships with BPO partners to gather feedback and share best training practices.

• Facilitate training sessions when needed to support business priorities.

• Audit training content across sites and partners, ensuring consistency, accuracy, and standardization.

• Deliver clear communication to stakeholders about training updates and their impact on performance and customer outcomes.

• Proactively identify opportunities to streamline processes and improve efficiency within the Customer Service network.

What you bring to the table:

• Strong people leadership and coaching capabilities.

• Excellent organizational, prioritization, and multi‑tasking skills.

• Clear, confident, and adaptable communication style with the ability to influence at all levels.

• Ability to manage complexity and multiple workstreams simultaneously.

• Collaborative mindset with a customer‑ and employee‑first orientation.

• Strong analytical and problem‑solving abilities.

• Working knowledge of Customer Service operations, policies, and quality standards.

• Ability to independently lead initiatives and make sound decisions on complex issues.

• Proficiency with LMS platforms, reporting tools, Microsoft Office, or equivalent.

• Skill in facilitating discussions among multiple stakeholders with varying viewpoints.

What’s needed – Basic Qualifications:

• 5+ years of related experience in Customer Service operations, onboarding, or training.

• 2+ years of direct people leadership or team‑leadership experience.

• Demonstrated experience supporting training or operational readiness programs.

• Proven ability to manage schedules, workflows, and performance metrics.

• Strong communication skills, both written and verbal.

• Proficiency in standard business tools (LMS, analytics/reporting tools, MS Office).

• Flexibility to work Monday–Friday, 8am–8pm EST.

• Ability to lead initiatives independently and manage multiple projects.

What’s needed – Preferred Qualifications:

• Experience in Customer Service environments with high volume or multi‑channel operations.

• Familiarity with QA, Workforce Management, or learning design principles.

• Experience with hiring, onboarding, training support, or retention strategies.

• Prior management experience within Staples Customer Service.

Chez Staples, « inclusion » est un mot d'action. Il représente ce que nous faisons pour garantir que tous les employés se sentent valorisés et soutenus afin de contribuer à leur plein potentiel. Lorsque nous opérons de manière inclusive, la diversité suit naturellement. C'est pourquoi nous travaillons dur pour favoriser une culture inclusive, car nous recherchons des employés ayant des perspectives uniques et variées et des domaines d'expertise divers. Le résultat est un meilleur environnement de travail et une réflexion innovante qui nous aide à dépasser les attentes de nos clients – grâce à la force des personnes derrière notre marque emblématique.

Staples est un employeur garantissant l'égalité des chances. Tous les candidats qualifiés seront pris en considération pour un emploi sans distinction de race, couleur, religion, âge, sexe, orientation sexuelle, identité de genre, origine nationale, statut de vétéran protégé, handicap ou toute autre base protégée par la loi fédérale, étatique ou locale.