Director Service Systems & Omni Operations, Retail

Director Service Systems & Omni Operations, Retail

Framingham, MA, United States (Hybrid)

The Director, Services Systems & Omni Operations is responsible for leading the strategy, development, and day-to-day execution of systems and operational capabilities that enable retail services across multiple channels. This role supports service offerings such as Copy & Print and Technology Services by ensuring platforms, workflows, and operating models are integrated, scalable, and aligned to business and merchandising priorities.

The Director partners closely with Technology, Retail Operations, Digital, and Product teams to translate business objectives into executable roadmaps and to deliver solutions that improve customer experience, associate productivity, and operational performance.

Owns the end-to-end strategy for services systems and omni-channel execution capabilities that enable and scale operations across stores, online, Distribution/Production Facilities (DPF), and Staples Business Seller channels. Defines and drives the multi-year systems and operating model strategy to ensure alignment with enterprise priorities, customer experience goals, and revenue growth objectives.

Establishes a cohesive, enterprise-wide approach to service enablement across all channels, ensuring platforms, workflows, and data support a seamless customer and associate experience. Proactively identifies capability gaps and leads strategic investments to modernize and integrate systems in support of evolving business needs.

• Own the vision, roadmap, and execution for systems supporting service order capture, pricing, fulfillment, scheduling, and performance reporting.
• Partner with Technology teams to define requirements, prioritize enhancements, manage dependencies, and ensure reliable delivery.
• Ensure platforms are scalable and capable of supporting evolving service and omnichannel needs.
• Own and drive execution of omnichannel service capabilities across in-store, online, DPF, and Staples Business Seller channels, ensuring consistency, scalability, and operational excellence across all environments.
• Establish and continuously evolve enterprise operating models governing service order flow, cross-channel handoffs, fulfillment pathways, visibility, and exception management.
• Ensure alignment of systems and processes to support seamless integration between customer touchpoints and backend operations, enabling a unified end-to-end experience.
• Monitor operational KPIs and drive cross-channel performance improvements focused on speed, quality, cost efficiency, and revenue impact.
• Accountable for securing, prioritizing, and managing the financial investments required to execute systems and operational strategies. Partners with Finance and business leaders to identify funding sources, build and defend business cases, and ensure alignment with enterprise capital and expense planning cycles.
• Owns the financial stewardship of initiatives within scope, including budget planning, cost management, and ROI realization. Ensures disciplined investment decisions by balancing cost, risk, and expected business outcomes.
• Drives accountability for delivering committed financial results tied to system enhancements and operational improvements, including revenue growth, cost efficiency, and productivity gains.

• Translate business and merchandising priorities into actionable system and operational roadmaps.
• Gather customer, associate, and market insights to inform product and process improvements.
• Contribute to business cases and ROI assessments for system enhancements and operational improvements.

• Apply process, data, and systems thinking to improve operational effectiveness and financial performance.
• Identify opportunities to simplify workflows, reduce friction, and improve the end-to-end service experience.
• Balance near-term operational needs with longer-term platform improvements.

• Accountable for the performance and outcomes of the defined area of responsibility within the broader services…