Product Manager - Voice Platforms

Socket.dev; Framingham (MA); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible PTO

Retail discounts

401(k) match

Wellness programs

Job summary

Staples is transforming its digital experience and seeking a Product Manager for Voice Platforms. You will shape the future of customer interactions across voice and contact center channels, partnering with Product, Engineering, UX, Analytics, Data Science, and Operations to deliver impactful digital solutions that improve customer satisfaction and business growth.

You'll leverage insights, analytics, and market trends to prioritize roadmaps and backlogs, own end-to-end lifecycle, and ensure

Qualifications

• Proven ability to drive product strategy based on data.
• Experience managing digital products across lifecycle from concept to launch.
• Strong collaboration with Engineering, UX, Analytics, and Operations.

Responsibilities

• Define product vision, strategy, and roadmaps aligned with Staples' digital goals.
• Own and prioritize backlog with stakeholder input and capacity.
• Lead lifecycle stages from discovery to launch and optimization.
• Create detailed user stories and acceptance criteria for delivery.
• Partner with Engineering, UX, Analytics, and Operations to innovate experiences.
• Track performance metrics and OKRs to guide priorities.

Skills

Analytical thinking

Cross-functional collaboration

Data-driven decisions

Communication

Agile product development

Education

Bachelor's degree in Business/Technology

Master's degree (preferred)

Tools

AI productivity tools

Product analytics tools

Job description

Staples is business to business. You're what binds us together.

Our eCommerce team delivers customer-centric site experiences to position Staples as a digital selling platform of choice. Our team ensures that our mobile, desktop, and app platforms deliver the digital experience that our customers expect. We do this through customer insights, analytics, and testing to build a strong innovation pipeline for the future and to bring products and solutions to market seamlessly. We utilize online merchandising and campaigns executed by both humans and automated tools to convert new and returning website visitors into customers. We work end-to-end with our sales, merchandising, finance, logistics and technology teams to provide a world-class, holistic digital experience, growing profitable results in a fun and rewarding work environment. We are inclusive, customer-obsessed, and are looking for well-rounded professionals with strong eCommerce business acumen to join our team.

At Staples, we're transforming the digital experience for millions of customers and creating innovative solutions that make it easier to do business. As a Product Manager - Voice Platforms, you'll have the opportunity to shape the future of our customer experience across voice and contact center channels. This is a highly visible role where you'll partner with cross-functional teams across Product, Engineering, UX, Analytics, Data Science, and Operations to deliver impactful digital solutions that drive customer satisfaction, operational efficiency, and business growth.

If you're passionate about solving customer problems, leveraging data to make informed decisions, and exploring innovative technologies, including AI-enabled capabilities, this is an opportunity to make a meaningful impact at scale. As a Product Manager – Voice Platforms, you'll play a critical role in defining, delivering, and evolving digital and voice channel experiences. Leveraging customer insights, analytics, operational feedback, and market trends, you'll develop and prioritize product roadmaps and backlogs that enhance customer interactions and business outcomes. Working closely with engineering teams and stakeholders, you'll own the end-to-end product lifecycle, translating strategy into execution and ensuring products deliver measurable value for both customers and the business.

What You'll Be Doing:

• Collaborate with business and technology leaders to define product vision, strategy, and roadmaps aligned with Staples' digital objectives.


• Own and prioritize the product backlog, balancing customer needs, business goals, operational requirements, and development capacity.


• Lead products through the entire lifecycle, from discovery and requirements gathering through development, launch, optimization, and continuous improvement.


• Create detailed user stories, requirements, and acceptance criteria that enable successful product delivery.


• Partner closely with Engineering, UX, Analytics, Data Science, and Operations teams to develop innovative customer and associate experiences.


• Establish and track product performance metrics and OKRs, using data and insights to inform priorities and roadmap decisions.


• Engage stakeholders across the organization to communicate product strategy, progress, risks, and outcomes.


• Leverage customer research, feedback, and behavioral data to identify opportunities for experience enhancements and innovation.


• Drive adoption of Agile product development practices and champion a culture of experimentation and continuous improvement.


• Utilize AI productivity tools, including Microsoft Copilot and similar technologies, to improve efficiency across discovery, requirements development, backlog refinement, and stakeholder communications.


• Help identify, evaluate, and support AI-powered product opportunities by partnering with technical teams to validate solutions and measure outcomes.


• Collaborate with external partners and vendors to enhance capabilities and stay current with evolving industry trends.

What You Bring To The Table:

• Strong analytical and problem-solving skills with a passion for making data-driven decisions.


• Ability to balance customer experience, business value, operational needs, and technical considerations when prioritizing solutions.


• Excellent communication, presentation, and stakeholder management skills.


• Proven ability to collaborate effectively with both technical and non-technical teams.


• Experience influencing cross-functional partners and driving alignment across competing priorities.


• Curiosity, adaptability, and a continuous improvement mindset.


• Practical familiarity with AI productivity tools and an interest in applying emerging technologies to improve product outcomes.


• Foundational understanding of AI/ML concepts, experimentation, solution validation, and performance measurement.


• A customer-first approach with a passion for building exceptional digital experiences.

What's Needed- Basic Qualifications:

• Bachelor's degree in Business, Technology, related field, or equivalent professional experience.


• 5+ years of product management experience supporting digital products, eCommerce platforms, voice platforms, contact center technologies, or related customer-facing solutions.


• Experience managing products through the full lifecycle from concept through launch and ongoing optimization.


• Strong analytical and quantitative skills with demonstrated experience using data to drive decisions and product strategy.


• Comprehensive knowledge and practical application of Agile methodologies, tools, and product development practices.


• Experience creating and managing product roadmaps, backlogs, requirements, and user stories.


• Proven ability to work cross-functionally with Engineering, UX, Analytics, Operations, and business stakeholders.

What's Needed - Preferred Qualifications:

• Master's degree in a related field.


• Agile or Product Management certifications such as Certified Scrum Master (CSM), SAFe Agilist, PMI-ACP, or AIPMM Certified Product Manager.


• Experience in B2B, eCommerce, retail, supply chain, office products, or related industries.


• Experience with contact center, telephony, or voice channel products, including self-service experiences, call routing, IVR solutions, and voice platform delivery.


• Experience delivering agent-facing tools and solutions for customer service or operations teams.


• Experience leading adoption, change management, and operational enablement efforts for frontline users.


• Experience with AI/ML-powered products, personalization, automation, search, recommendations, or other data-driven digital capabilities.


• Experience partnering with Data Science and Engineering teams to define success metrics, validate AI/ML outputs, and drive continuous product improvement.

We Offer:

• Inclusive culture with associate-led Business Resource Groups


• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays + 1 floating holiday)


• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!

The salary range represents the expected compensation for this role at the time of posting. The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, geography, business considerations, and internal equity. In addition to base pay, this role may be eligible for bonuses, or other forms of variable compensation.

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, age, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.