Staples’ is the #2 E-commerce business in sales volume in the North America and Staples.COM has been the market leader in making it easy to buy office supplies online.
In support of our Corporate Strategy, Staples has decided to make aggressive, step-change investments in pushing Staples.COM to new levels in our core Office Supplies businesses, growth categories like Office Technology and Copy & Print and mobile commerce.
The Director, Ecommerce Product Management will join the leadership ranks of a newly constituted Global E-commerce team tasked with planning, managing and operating the online and mobile, in-store experience of the future.
The vision for this product management team is to bring world-class E-commerce expertise to North American Staples online properties including Staples.com and Staples.ca also best practices to our other web businesses in North American and globally across 27 countries over time.
The Director, Ecommerce Product Management will lead the development of the customer centric product strategy, product development lifecycle, roadmaps and drive implementation for both Staples.com and Staples.ca. The Director will be tasked with building a world class ecommerce product management team
delivering uncompromising online customer experience working with very cross-functional and cross-channel teams. To be successful, the individual must possess a unique combination of structure strategic thinking, passion and curiosity for technology, as well as exceptional leadership and collaboration skills.
Primary Duties and Responsibilities:
Develop holistic strategic product roadmaps for Staples.com and Staples.ca to build world class customer experience, drive revenue growth, and enable inspired selling among front line associates
Develop product management team, identify logical and product capabilities within the ecommerce platform and create supporting organizational structure to successfully deliver ecommerce product capabilities. Manage,
mentor and develop team of product managers
Build multi-year vision for the product management team working closely with peer groups and cross functional groups including strategy, site operations, marketing, IT, creative agency and retail
Lead product management team to build logically sequenced and optimized high level product roadmaps leveraging online growth vision and expected customer experience
Develop and maintain the product and feature roadmap and manage prioritization and trade-offs among customer experience, sales, margins, site performance and operational support
Estimate, build and forecast product development budgets and spend to deliver prioritized product roadmaps. Proactively identify and resolve strategic issues that may impair the team’s ability to meet strategic, financial and technical goals
Build robust reporting capabilities, identify key measurement goals for customer satisfaction, performance and revenues, gather insights to be able to monitor and learn on an ongoing basis
Provide on-going assessment of industry trends and customer needs/requirements by
a) Leveraging outside third party resource (e.g. Forrester) and solution providers
b) Conducting primary customer research
c) Building relationships with broader ecommerce communities (example trade associations, venture capitalists and peers at other online ecommerce companies)
Build structured and disciplined collaborative team and processes to drive execution, delivery and support for managing a world class 24x7 online experience
Working closely with Customer service, marketing, site operations, store operations and IT teams understand current challenges, identify opportunities to innovate and improve and incorporate insights into product roadmaps
Collaborate with ecommerce engineering team to align with the organizational structure, product development capacity and build flex capabilities to deliver agreed upon annual development plan
Identify improving customer experience significantly by analyzing existing all customer touch points, inputs from teams responsible for these touch points and improving, maintaining and monitoring these experiences
Drive broad organizational engagement for ecommerce initiatives through
Passionate, inspired leadership
Energetic partnering and relationship development across Staples
Regularly, impactful communication of progress and impact
Essential Skills Required
10+ years in product management, strategic planning, management consulting, ecommerce leadership, business or financial analysis, preferably with technology product and services
Deep understanding of the ecommerce space, including devices, technologies, and applications – passion for staying abreast of trends and for building innovative products
Experience partnering with technical teams to deliver results
Strong strategic, analytical and critical thinking skills; ability to break down complex problems and formulate plans
Customer-centric orientation with proven track-record of developing and acting on customer insights
Strong organizational and project management with attention to detail
Proven ability to collaborate broadly with flexible, positive attitude and ability to get results
Exceptional oral and written communication skills; ability to communicate to the
senior executive level
Staples is an Equal Opportunity Employer who values the diversity of our people, products, and services.
Staples is a world-class retail, online and delivery capabilities leader. In fact, we're one of the world’s top five online retailers...