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.
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.