Senior Manager Digital Experience - Services - eCommerce (Hybrid)

Staples is business to business. You’re what binds us together.

Our eCommerce team delivers customer-centric site experiences to position Staples as a digital selling platform of choice. Our team ensures that our mobile, desktop, and app platforms deliver the digital experience that our customers expect. We do this through customer insights, analytics, and testing to build a strong innovation pipeline for the future and to bring products and solutions to market seamlessly. We utilize online merchandising and campaigns executed by both humans and automated tools to convert new and returning website visitors into customers. We work end-to-end with our sales, merchandising, finance, logistics and technology teams to provide a world-class, holistic digital experience, growing profitable results in a fun and rewarding work environment. We are inclusive, customer-obsessed, and are looking for well-rounded professionals with strong eCommerce business acumen to join our team.

We are seeking a Senior Manager Digital Experience to enhance and optimize the online presentation of Staples’ online and in-store services. This role will play a key part in ensuring that services like Print & Marketing, TSA PreCheck, Passport Photos, Pack & Ship, and Tech Services are clearly represented and effectively marketed on our digital platforms. The ideal candidate will have a strong understanding of e-commerce, a passion for customer experience, and the ability to work cross-functionally to improve the online journey for Staples’ services.

As an expert on how our customers shop, they will build and lead a team focused on customer behavior and site performance, utilizing web analytics to drive conversion, AOV, sales and margin.  They will drive the execution of the services digital roadmap and build an unparalleled shopping experience in collaboration with ecommerce and retail team leaders across the company, including merchandising, store operations, digital UX, creative, content, app team, SEO, product and Staples Digital Solutions teams. 

The candidate must be comfortable working with senior business stakeholders. This role requires strong eCommerce experience, excellent collaboration, communication, and a strong bias towards data-based decision making. The successful candidate is a problem solver in a fast-moving and highly diverse environment and will be able to handle multiple projects simultaneously while ensuring accuracy and timeliness are not compromised. In addition to strong analytical skills, they must be adept at communicating strategy to senior leadership in both verbal and presentation formats. They must be comfortable managing in a cross functional environment and have experience partnering with technical teams to deliver results. 

Given the highly strategic and cross-functional nature of this role, successful applicants will possess a combination of project management, collaboration skills, structured strategic thinking, strong analytical ability, and a passion for new ideas. 

What you’ll be doing: 

• Drive Digital Business strategy and roadmaps for key growth initiatives to include vision, strategy and buy in with senior leadership across the organization.
• Partner with cross functional teams and provide leadership to effectively present product stories in an integrated manner across all consumer entry points.
• Influence A/B testing roadmaps to optimize conversion performance
• Effectively manage and develop associates to take on increasing levels of ownership and responsibilities.
• Develop deep understanding of the brand, our expertise, customers, and products to present a compelling online shopping experience and maximize revenue and conversion.
• Lead a team of Digital CX associates, prioritizing their work and ensuring flawlessly execution
• Define the business requirements to shape product roadmaps
• Influence design and scope of products and tools to ensure that end result meets business needs to improve customer experience
• Develop regular, impactful communication of progress and impact
• Identification and prioritization of incremental opportunities and innovation 

What you bring to the table: 

• High accountability and entrepreneurial spirit – this role leads the destiny of how services are represented on digital properties.
• Passion for the omni customer experience
• Comfortable in a fast-paced, dynamic environment
• Ability to work at both strategic and tactical levels
• Demonstrated proficiency in problem-solving and analytical thinking skillset
• Strong bias towards data-driven decision making with the ability to break down complex problems and formulate plans.
• Understanding of the customer funnel and key levers that drive ecommerce results
• Experience building collaborative partnerships and fost