Associate Manager Category Operations

Staples Inc.•Framingham, MA

12h•$80,400 - $113,200

About The Position

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.

Requirements

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.
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.

Nice To Haves

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.

Responsibilities

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.