{"schemaVersion":"jobsearcher.job.v1","id":"0cfff7b2216f8989d863a100","url":"https://jobsearcher.com/jobs/0cfff7b2216f8989d863a100","canonicalUrl":"https://jobsearcher.com/jobs/0cfff7b2216f8989d863a100","title":"Program Manager, Operations","description":"Staples US Retail is the largest provider of TSA PreCheck in the nation. The primary responsibility of the Program Manager, Operations is role is to act as the expert for stores on this program, ensure program is operating consistently through partnership with our tech support team and vendor, and ensure associates are knowledgeable of systems execution and support.\nThis exciting new position is integral in supporting execution of a critical strategic program, by partnering with our services vendors as well as our field teams to ensure programs are easily executed, communicated properly, and align with USR growth strategy. This position requires basic technical understanding to diagnose and service hardware issues using a set process, and the ability to learn and disseminate training information to the proper level including our retail locations, as well as our technical support (TSOC) agents in the Home Office.\nAdditionally, the Program Manager will work in partnership with the Manager of Travel Operations to identify gaps, adjust processes to improve execution,and translate the system hardware and enrollment process in a simple manner in order to train store associates.\nPrimary Duties and Responsibilities:\n1.) Work with new stores and leaders to train on program execution (~50%)\nPartner with vendor to refine process documentation\nWork with our Learning and Development partners to keep training current\nSupport field leaders to train onboarded associates and ensure flawless execution\nSupport Enrollment agents with complex questions regarding enrollment processes\nDevelop resource documents and How-To Guides for all program components including customer documentation as well as software utilization\n2.) Partner with TSOC on support issues and training (~25%)\nSecond Level escalation for TSOC agents when basic trouble shooting fails\nWell-versed in program support and act as primary liaison to vendor technical support teams\nManage field leader escalations for Hardware and Software components\n3.) Roll Out and Support Program Updates (~25%)\nPartner with team to keep all program materials up to date\nIn partnership with vendor, identify opportunities to improve customer service levels and store efficiency\nConduct pre-launch validation of all vendor software updates and report all bugs prior to store roll-outs\nQualifications:\n5-7+ years experience preferably in process training and hardware/tech support of equipment\nAbilities to provide basic hardware and software related program support\nMicrosoft Office Suite proficiency; experience using Excel, PowerPoint, and Word\nExcellent written and verbal communication skills\nAdditional Information:\nMust be able to pass a comprehensive and in-depth background check\nStaples does not sponsor applicants for work visas for this position\nGet Great Perks:\nBonus plan and generous amount of paid time off\nFlexible work arrangements, including hybrid and flexible work hours\n401(k) plan with a company match, variety of benefits and options, associate resource groups\nAssociate store discount and more perks (discounts on mobile plans, movie tickets, etc.)\nCorporate 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\n\nThe 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.\nWant to learn more about Staples Stores? Visit RetailCareers.Staples.com for information and to learn about our career opportunities.\nClick here to learn more about the employee benefits, programs and perks offered at Staples!\nStaples 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.\nQualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act; as well as with any other state and local Fair Chance Ordinance/Act regulations.","company":"Staples","rawCompany":"staples stores","city":"Framingham","state":"MA","isRemote":false,"isActive":false,"createdAt":"2026-04-12T20:27:07.663Z","occupations":[{"code":"13-1199.00","title":"Business Operations Specialists, All Other","slug":"business-operations-specialists-all-other"},{"code":"13-1082.00","title":"Project Management Specialists","slug":"project-management-specialists"},{"code":"11-1021.00","title":"General and Operations Managers","slug":"general-and-operations-managers"}],"industries":[{"code":"459410","title":"Office Supplies and Stationery Retailers","slug":"office-supplies-and-stationery-retailers"},{"code":"444140","title":"Hardware Retailers","slug":"hardware-retailers"},{"code":"455219","title":"All Other General Merchandise Retailers","slug":"all-other-general-merchandise-retailers"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Program Manager, Operations","description":"Staples US Retail is the largest provider of TSA PreCheck in the nation. The primary responsibility of the Program Manager, Operations is role is to act as the expert for stores on this program, ensure program is operating consistently through partnership with our tech support team and vendor, and ensure associates are knowledgeable of systems execution and support.\nThis exciting new position is integral in supporting execution of a critical strategic program, by partnering with our services vendors as well as our field teams to ensure programs are easily executed, communicated properly, and align with USR growth strategy. This position requires basic technical understanding to diagnose and service hardware issues using a set process, and the ability to learn and disseminate training information to the proper level including our retail locations, as well as our technical support (TSOC) agents in the Home Office.\nAdditionally, the Program Manager will work in partnership with the Manager of Travel Operations to identify gaps, adjust processes to improve execution,and translate the system hardware and enrollment process in a simple manner in order to train store associates.\nPrimary Duties and Responsibilities:\n1.) Work with new stores and leaders to train on program execution (~50%)\nPartner with vendor to refine process documentation\nWork with our Learning and Development partners to keep training current\nSupport field leaders to train onboarded associates and ensure flawless execution\nSupport Enrollment agents with complex questions regarding enrollment processes\nDevelop resource documents and How-To Guides for all program components including customer documentation as well as software utilization\n2.) Partner with TSOC on support issues and training (~25%)\nSecond Level escalation for TSOC agents when basic trouble shooting fails\nWell-versed in program support and act as primary liaison to vendor technical support teams\nManage field leader escalations for Hardware and Software components\n3.) Roll Out and Support Program Updates (~25%)\nPartner with team to keep all program materials up to date\nIn partnership with vendor, identify opportunities to improve customer service levels and store efficiency\nConduct pre-launch validation of all vendor software updates and report all bugs prior to store roll-outs\nQualifications:\n5-7+ years experience preferably in process training and hardware/tech support of equipment\nAbilities to provide basic hardware and software related program support\nMicrosoft Office Suite proficiency; experience using Excel, PowerPoint, and Word\nExcellent written and verbal communication skills\nAdditional Information:\nMust be able to pass a comprehensive and in-depth background check\nStaples does not sponsor applicants for work visas for this position\nGet Great Perks:\nBonus plan and generous amount of paid time off\nFlexible work arrangements, including hybrid and flexible work hours\n401(k) plan with a company match, variety of benefits and options, associate resource groups\nAssociate store discount and more perks (discounts on mobile plans, movie tickets, etc.)\nCorporate 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\n\nThe 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.\nWant to learn more about Staples Stores? Visit RetailCareers.Staples.com for information and to learn about our career opportunities.\nClick here to learn more about the employee benefits, programs and perks offered at Staples!\nStaples 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.\nQualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act; as well as with any other state and local Fair Chance Ordinance/Act regulations.","datePosted":"2026-04-12T20:27:07.663Z","dateModified":"2026-04-12T20:27:07.663Z","hiringOrganization":{"@type":"Organization","name":"Staples","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Framingham","addressRegion":"MA","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"0cfff7b2216f8989d863a100"},"url":"https://jobsearcher.com/jobs/0cfff7b2216f8989d863a100"}}