The Program Manager of Travel Operations is an integral role supporting Travel Services execution in Staples US Retail National Operations. This exciting new position is responsible for partnering with our Travel Services Vendors as well as field teams to ensure programs are easily executed, communicated properly, and align with USR growth strategy. This role will ensure flawless execution of our store fleet by providing thorough training documents and resources as well as responding to store hardware and software support escalations in a timely manner.
This position requires strong technical skills to diagnose and service hardware issues, and the ability to learn and disseminate training information to the proper level including our retail locations as well as our TSOC agents in the home office. The Program Manager Travel Operations will work in partnership with the Manager of Travel Operations to identify gaps and adjust process/training to improve execution.
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This position is responsible for partnering with Travel Services vendors as well as our filed teams to ensure programs are easily executed, communicated properly and align with current retail objectives.
In addition, the Program Manager of Travel Operations will serve as second level store support escalation for our TSOC team. This position will be the subject matter expert on hardware and software related to our Travel Services programs and be the direct liaison to vendor support services.
Primary Duties and Responsibilities:
1.) Work with new stores and leaders to train on program execution (~50%)
- Partner with vendor to refine process documentation
- Work with our Learning and Development partners to keep training current
- Support field leaders to train onboarded associates and ensure flawless execution
- Support Enrollment agents with complex questions regarding enrollment processes
- Develop resource documents and How-To Guides for all program components including customer documentation as well as software utilization
2.) Partner with TSOC on support issues and training (~25%)
- Second Level escalation for TSOC agents when basic trouble shooting fails
- Expert in software and hardware support and primary liaison to vendor technical support
- Provide support to field for any program issues
- Manage field leader escalations for Hardware and Software components
3.) Roll Out and Support Program Updates (~25%)
- Partner with Manager of Travel Operations to keep all program materials up to date
- Evaluate execution opportunities and update in partnership with vendor to improve customer service levels and store efficiency
- Conduct pre-launch validation of all vendor software updates and report all bugs prior to store roll outs
Qualifications:
- 5-7+ years experience, preferably in process training and hardware/tech support of equipment
- Strong knowledge of Staples and or Retail Operations
- Technical abilities to provide basic hardware and software related program support
- Excellent analytical skills
- Strategic thinker
- Results oriented individual with the ability to influence outcomes
- Strong interpersonal skills across functional areas
- Outstanding oral and written communication skills
- Proven ability to work in a fast-paced environment and handle multiple tasks effectively
- Self-motivated individual and comfortable with leading discussions in a team environment
Additional Information:
- Must be able to pass a comprehensive and in-depth background check
Get Great Perks:
- Bonus plan and generous amount of paid time off
- Flexible work arrangements, including hybrid and flexible work hours
- 401(k) plan with a company match, variety of benefits and options, associate resource groups
- Associate store discount and more perks (discounts on mobile plans, movie tickets, etc.)
- Corporate office includes a café (i.e., coffee, cappuccinos, teas), 24/7 fitness center, breakroom (free drinks and snacks), on-site dry cleaning, Chef Louie's Cafeteria, and more
ABOUT US
The world of working and learning has changed. This is your opportunity to be a part of a brand transformation and growth strategy within the retail industry. Staples is helping our customers and community discover innovative products, services, and inspiration that unlock what's possible, while empowering you to unlock your potential. Our people are the heart of our success and there has never been a better time to join us as we lead the way in a new era of working and learning.
Want to learn more about Staples Stores? Visit RetailCareers.Staples.com for information and to learn about our career opportunities.
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Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.