Job Product Manager, Customer care and My account in Richmond Hill

Product Manager, Customer care and My account

Richmond Hill
Job description

: 1230343

Who we are

As the Working and Learning Company, we at Staples Canada, are dynamic, inspiring partners to our customers and the communities in which we live. At Staples, we inspire people to work smarter, learn more and grow every day. We look for people who are curious, approachable, and passionate, and who enjoy finding solutions.

If that’s you, let’s work, learn, and grow together.

We are building an inclusive and diverse team

Staples Canada is 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.

Some of what you will do

This individual works with both the business and technical teams to build and maintain the core digital & eCommerce platforms for Staples Canada and develop a commercially viable product roadmap. This position primarily focuses on providing product technical guidance, vision for innovative and scalable front-end platforms, and development of detailed monitoring dash boards. This individual should be able to collaborate, research new trends in the industry, and continue to modernize our systems while maintaining current platforms. This individual is ultimately responsible for planning, development, integration, optimization, migrations, deployments, and maintenance of these critical business applications. He or she will drive process maturation that matches the growth of the business and supports the future-state vision. This position interacts with other cross functional teams like, Customer care, Software Development, Project Management, Quality Assurance, etc. to implement and deliver tools and processes to meet business needs.

Specifically, You Will

  • Participates in the management of daily business activities to ensure that business priorities and end user expectations are being met.
  • Writes and prioritizes requirement stories / develops business cases where required
  • Engages teams to ensure projects are delivered on-time and on-budget.
  • Manages stakeholders, cross-functional relationships, communication and negotiation.
  • Provides routine and transparent product updates to executive level stakeholders via formal presentations and written communication.
  • Owns and manage the Customer Service applications such as Chatbot, Help Center, transactional communications, My Account, and the main Customer Service App that enables customer service agents to service and purchase website transactions and orders on
  • Stays informed of industry trends and best practices for current products to shape how to go about meeting business needs while performing research and providing recommendations for enhancements to current suite of products.
  • Identifies key needs, perform gap analysis, assess new product ideas / innovations, determine market opportunity and participate in prioritization of initiatives
  • Adapts well to change in direction and priority in a fast-paced and deadline-oriented environment.

Some of what you need

  • BS/BA degree or equivalent (MBA an asset)
  • Agile certification an asset
  • 2+ years’ experience in a related field
  • 2+ years’ hands-on technical experience
  • 2+ years’ experience at an eCommerce company
  • Experience with both Agile and Scrum from a Product Owner Perspective
  • Demonstrated success in working within cross functional teams and effective project management and analytical/decision-making skills
  • Strong analytical, data-driven decision making and problem-solving skills.
  • Ability to navigate large organizations and develop strong business partner relationships.
  • Outstanding influencing, communication, and presentation skills.
  • Ability to foster a positive and motivating work environment, encouraging feedback and innovation.
  • Self-starter, high-energy, with ability to execute on business objectives.
  • Experience with product road-mapping tools, open-source technologies, public/private cloud technologies.

Additional information

  • Hybrid work environment

Vaccine Requirement

Staples is committed to taking every reasonable precaution to protect our associates, our customers, and the communities we operate in. To support the health and safety of our associates, COVID-19 vaccination is an essential requirement of this position. As such, all offers of employment will be conditional upon either (i) proof of full COVID-19 vaccination or (ii) proof of need for accommodation under relevant human rights legislation, and Staples’s determination that the requested accommodation can be provided without undue hardship. You will be required to submit proof of full vaccination or proof of need for accommodation during our background screening process.



Job eCommerce
Location(s) CA-ON-Richmond Hill
Schedule Full-time
Employment Statement
Staples Canada is an equal opportunity employer committed to diversity and inclusion and we encourage applications from all qualified candidates, including those with disabilities.
Job Product Manager, Customer care and My account in Richmond Hill

Staples (Canada)

Richmond Hill