Job Title

At Staples, our Customer Service organization plays a vital role in delivering a seamless, highquality experience to every customer we support. As a Knowledge & Performance Manager, you''ll be at the center of developing the tools, training, and insights that empower our associates. You''ll partner closely with Learning & Development, Customer Service leaders, and our international BPO teams to ensure training is effective, relevant, and aligned to our evolving business. This is an exciting opportunity to shape how our teams learn, grow, and performdirectly influencing customer satisfaction and operational success. What you''ll be doing: Act as a strategic partner to the Learning & Development team to ensure training aligns with evolving business priorities. Collaborate on curriculum design, updates, and reinforcement strategies to support associate skill development. Ensure newhire training reflects current processes, policies, and top call drivers. Oversee Talent Councils for each business unit, including reviewing requests, assigning work, and validating content before release. Analyze posttraining performance metrics (QA scores, AHT, CSAT) to identify gaps and recommend improvements. Maintain strong relationships with BPO partners to gather feedback and share best training practices. Facilitate training sessions when needed to support business priorities. Audit training content across sites and partners, ensuring consistency, accuracy, and standardization. Deliver clear communication to stakeholders about training updates and their impact on performance and customer outcomes. Proactively identify opportunities to streamline processes and improve efficiency within the Customer Service network. What you bring to the table: Strong people leadership and coaching capabilities. Excellent organizational, prioritization, and multitasking skills. Clear, confident, and adaptable communication style with the ability to influence at all levels. Ability to manage complexity and multiple workstreams simultaneously. Collaborative mindset with a customer and employeefirst orientation. Strong analytical and problemsolving abilities. Working knowledge of Customer Service operations, policies, and quality standards. Ability to independently lead initiatives and make sound decisions on complex issues. Proficiency with LMS platforms, reporting tools, Microsoft Office, or equivalent. Skill in facilitating discussions among multiple stakeholders with varying viewpoints. What''s needed Basic Qualifications: 5+ years of related experience in Customer Service operations, onboarding, or training. 2+ years of direct people leadership or teamleadership experience. Demonstrated experience supporting training or operational readiness programs. Proven ability to manage schedules, workflows, and performance metrics. Strong communication skills, both written and verbal. Proficiency in standard business tools (LMS, analytics/reporting tools, MS Office). Flexibility to work MondayFriday, 8am8pm EST. Ability to lead initiatives independently and manage multiple projects. What''s needed Preferred Qualifications: Experience in Customer Service environments with high volume or multichannel operations. Familiarity with QA, Workforce Management, or learning design principles. Experience with hiring, onboarding, training support, or retention strategies. Prior management experience within Staples Customer Service.