Product Manager - Voice Platforms

Staples Inc.•Framingham, MA

17h•$89,000 - $121,000

About The Position

At Staples, we're transforming the digital experience for millions of customers and creating innovative solutions that make it easier to do business. As a Product Manager - Voice Platforms, you'll have the opportunity to shape the future of our customer experience across voice and contact center channels. This is a highly visible role where you'll partner with cross-functional teams across Product, Engineering, UX, Analytics, Data Science, and Operations to deliver impactful digital solutions that drive customer satisfaction, operational efficiency, and business growth. If you're passionate about solving customer problems, leveraging data to make informed decisions, and exploring innovative technologies, including AI-enabled capabilities, this is an opportunity to make a meaningful impact at scale. As a Product Manager – Voice Platforms, you'll play a critical role in defining, delivering, and evolving digital and voice channel experiences. Leveraging customer insights, analytics, operational feedback, and market trends, you'll develop and prioritize product roadmaps and backlogs that enhance customer interactions and business outcomes. Working closely with engineering teams and stakeholders, you'll own the end-to-end product lifecycle, translating strategy into execution and ensuring products deliver measurable value for both customers and the business.

Requirements

Strong analytical and problem-solving skills with a passion for making data-driven decisions.
Ability to balance customer experience, business value, operational needs, and technical considerations when prioritizing solutions.
Excellent communication, presentation, and stakeholder management skills.
Proven ability to collaborate effectively with both technical and non-technical teams.
Experience influencing cross-functional partners and driving alignment across competing priorities.
Curiosity, adaptability, and a continuous improvement mindset.
Practical familiarity with AI productivity tools and an interest in applying emerging technologies to improve product outcomes.
Foundational understanding of AI/ML concepts, experimentation, solution validation, and performance measurement.
A customer-first approach with a passion for building exceptional digital experiences.
Bachelor's degree in Business, Technology, related field, or equivalent professional experience.
5+ years of product management experience supporting digital products, eCommerce platforms, voice platforms, contact center technologies, or related customer-facing solutions.
Experience managing products through the full lifecycle from concept through launch and ongoing optimization.
Strong analytical and quantitative skills with demonstrated experience using data to drive decisions and product strategy.
Comprehensive knowledge and practical application of Agile methodologies, tools, and product development practices.
Experience creating and managing product roadmaps, backlogs, requirements, and user stories.
Proven ability to work cross-functionally with Engineering, UX, Analytics, Operations, and business stakeholders.

Nice To Haves

Master's degree in a related field.
Agile or Product Management certifications such as Certified Scrum Master (CSM), SAFe Agilist, PMI-ACP, or AIPMM Certified Product Manager.
Experience in B2B, eCommerce, retail, supply chain, office products, or related industries.
Experience with contact center, telephony, or voice channel products, including self-service experiences, call routing, IVR solutions, and voice platform delivery.
Experience delivering agent-facing tools and solutions for customer service or operations teams.
Experience leading adoption, change management, and operational enablement efforts for frontline users.
Experience with AI/ML-powered products, personalization, automation, search, recommendations, or other data-driven digital capabilities.
Experience partnering with Data Science and Engineering teams to define success metrics, validate AI/ML outputs, and drive continuous product improvement.

Responsibilities

Collaborate with business and technology leaders to define product vision, strategy, and roadmaps aligned with Staples' digital objectives.
Own and prioritize the product backlog, balancing customer needs, business goals, operational requirements, and development capacity.
Lead products through the entire lifecycle, from discovery and requirements gathering through development, launch, optimization, and continuous improvement.
Create detailed user stories, requirements, and acceptance criteria that enable successful product delivery.
Partner closely with Engineering, UX, Analytics, Data Science, and Operations teams to develop innovative customer and associate experiences.
Establish and track product performance metrics and OKRs, using data and insights to inform priorities and roadmap decisions.
Engage stakeholders across the organization to communicate product strategy, progress, risks, and outcomes.
Leverage customer research, feedback, and behavioral data to identify opportunities for experience enhancements and innovation.
Drive adoption of Agile product development practices and champion a culture of experimentation and continuous improvement.
Utilize AI productivity tools, including Microsoft Copilot and similar technologies, to improve efficiency across discovery, requirements development, backlog refinement, and stakeholder communications.
Help identify, evaluate, and support AI-powered product opportunities by partnering with technical teams to validate solutions and measure outcomes.
Collaborate with external partners and vendors to enhance capabilities and stay current with evolving industry trends.

Benefits

Inclusive culture with associate-led Business Resource Groups
Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays + 1 floating holiday)
Online and Retail Discounts
Company Match 401(k)
Physical and Mental Health Wellness programs

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