Job Description

Some of what you will do:

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.

Specifically, You Will

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

Some Of What You Need

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.

Physical Demands/working Conditions

Office environment – Hybrid, with 4 days onsite in Richmond Hill, subject to the hybrid policy

Some Of What You Will Get

Associate discount Health and Dental benefits RRSP/DPSP Performance bonuses Learning & Development programs And more...

About Us

We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy.

About The Team

About the Team

At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We’re looking for curious, approachable, and passionate individuals who love finding solutions. If that’s you, let’s work, learn, and grow together.

We are building an inclusive and diverse team

Staples Canada is continuously working towards creating an inclusive and diverse work environment. We welcome, value and thrive on perspectives and contributions from backgrounds that vary by race, gender, sexual orientation, gender identity or expression, lifestyle, age, educational background, national origin, religion or physical ability. If you have a disability or special need that requires accommodation, please let us know.