Senior Manager, Services - Field Operations

Staples Inc.•Richmond Hill, ON

1d•Hybrid

About The Position

The Senior Manager, Services – Field Operations is a key leader within the Sales and Customer Experience team, responsible for driving service performance across Division 6 and Division 8. This role acts as a strategic connector between business functions and field operations, ensuring alignment, execution, and continuous improvement in service delivery. This individual will work closely with District Managers and provide dotted-line leadership to Regional Service Managers (RSMs) to influence outcomes and elevate performance. The role is both strategic and tactical, focused on delivering operational excellence, supporting sales initiatives, and enhancing customer experience through service innovation and execution.

Requirements

Post-secondary education in business, operations, or a related field, or equivalent experience.
Strategic thinker with the ability to translate business priorities into actionable field solutions.
Strong personal sales skills.
Demonstrated success in cross-functional collaboration and project leadership.
7+ years of experience in field operations, service management, or related roles.
Experience working in a multi-unit or regional service environment.

Responsibilities

Lead the implementation of service strategies across Division 6 and Division 8, ensuring alignment with business goals and customer expectations.
Partner with District Managers and RSMs to identify opportunities, remove barriers, and implement best practices that enhance service delivery and customer satisfaction.
Champion initiatives that improve consistency, efficiency, and quality in field operations.
Ensure the execution of all national programs, SOP’s, and brand standards across all retail service operations through ongoing monitoring, coaching, and evaluation in partnership with District and Regional managers.
Act as conduct between business, sales and service teams, ensuring seamless communication and alignment on initiatives, promotions, and customer experience goals.
Identify underperforming districts and/or regions and actively partner with District and Regional managers to coach and develop upskill selling behaviors in said areas.
Leverage data and field insights to identify trends, gaps, and opportunities for improvement; drive data-informed decision-making.
Represent the field perspective in cross-functional meetings and projects, providing insights and feedback to shape business strategies.
Support or lead cross-functional projects related to service delivery, training, and process improvement.
Collaborate with Learning & Development to support field training initiatives that drive service excellence and associate engagement.