Program Manager, Operations

Staples US Retail is the largest provider of TSA PreCheck in the nation. The primary responsibility of the Program Manager, Operations is role is to act as the expert for stores on this program, ensure program is operating consistently through partnership with our tech support team and vendor, and ensure associates are knowledgeable of systems execution and support.

This exciting new position is integral in supporting execution of a critical strategic program, by partnering with our services vendors as well as our field teams to ensure programs are easily executed, communicated properly, and align with USR growth strategy. This position requires basic technical understanding to diagnose and service hardware issues using a set process, and the ability to learn and disseminate training information to the proper level including our retail locations, as well as our technical support (TSOC) agents in the Home Office.

Additionally, the Program Manager will work in partnership with the Manager of Travel Operations to identify gaps, adjust processes to improve execution,and translate the system hardware and enrollment process in a simple manner in order to train store associates.

Primary Duties and Responsibilities:

1.) Work with new stores and leaders to train on program execution (~50%)

• Partner with vendor to refine process documentation

• Work with our Learning and Development partners to keep training current

• Support field leaders to train onboarded associates and ensure flawless execution

• Support Enrollment agents with complex questions regarding enrollment processes

• Develop resource documents and How-To Guides for all program components including customer documentation as well as software utilization

2.) Partner with TSOC on support issues and training (~25%)

• Second Level escalation for TSOC agents when basic trouble shooting fails

• Well-versed in program support and act as primary liaison to vendor technical support teams

• Manage field leader escalations for Hardware and Software components

3.) Roll Out and Support Program Updates (~25%)

• Partner with team to keep all program materials up to date

• In partnership with vendor, identify opportunities to improve customer service levels and store efficiency

• Conduct pre-launch validation of all vendor software updates and report all bugs prior to store roll-outs

Qualifications:

• 5-7+ years experience preferably in process training and hardware/tech support of equipment

• Abilities to provide basic hardware and software related program support

• Microsoft Office Suite proficiency; experience using Excel, PowerPoint, and Word

• Excellent written and verbal communication skills

Additional Information:

• Must be able to pass a comprehensive and in-depth background check

• Staples does not sponsor applicants for work visas for this position

Get Great Perks:

• Bonus plan and generous amount of paid time off

• Flexible work arrangements, including hybrid and flexible work hours

• 401(k) plan with a company match, variety of benefits and options, associate resource groups

• Associate store discount and more perks (discounts on mobile plans, movie tickets, etc.)

• Corporate office includes a café (i.e., coffee, cappuccinos, teas), 24/7 fitness center, breakroom (free drinks and snacks), on-site dry cleaning, Chef Louie's Cafeteria, and more