Senior Manager, Product Management- Account Experience

Staples; Framingham (MA); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

PTO & holidays

Employee discounts

401(k) match

Job summary

Staples’ Digital team is focused on building customer-centric eCommerce experiences across Staples’ mobile, desktop, and app platforms. This role leads product strategy for identity, account management, and access across the digital ecosystem.

Collaborate with engineering, UX, analytics, and security to drive onboarding, SSO integrations, and personalized experiences using data, experimentation, and performance metrics.

Qualifications

• Bachelor’s degree in Business, Marketing, Information Technology, or related field.
• 8+ years of product management or related field with focus on eCommerce/digital products.
• 3+ years of people leadership managing product managers or similar roles.
• Experience leading ecommerce/digital initiatives that improved customer experience, conversion, engagement, or revenue.
• Experience developing product strategies, roadmaps, and prioritization frameworks based on customer needs and ROI.
• Experience with identity and access management technologies like SSO or related platforms.
• Experience using data, analytics, experimentation, and performance metrics to inform decisions.

Responsibilities

• Lead the product strategy and roadmap for customer account, authentication, profile, registration, and identity management.
• Drive modernization of enterprise account management experiences (onboarding, administration, approvals).
• Partner with engineering, security, and other stakeholders to evolve identity and access management capabilities.
• Manage end-to-end product lifecycle for digital initiatives (discovery, business case, requirements, backlog, launch, post-launch).
• Use data, analytics, usability tests, and market research to inform decisions and optimize UX.

Skills

Product management

eCommerce

Data analysis

Cross-functional leadership

A/B testing

AI/ML awareness

Stakeholder management

Education

Bachelor's degree

Master's degree

Job description

Our Digital team is focused on building customer-centric eCommerce experiences across Staples’ mobile, desktop, and app platforms. This team partners closely with technology, UX, analytics, data science, merchandising, sales, finance, logistics, legal, compliance, vendors, and senior business leaders to deliver scalable digital solutions that improve customer engagement, conversion, usability, personalization, operational efficiency, and profitable growth.

What you’ll be doing:

• Lead the product strategy and roadmap for customer account, authentication, profile, registration, and identity management capabilities across Staples' digital ecosystem.
• Drive modernization of enterprise account management experiences, including onboarding, account administration, and approval workflows.
• Partner with stakeholders, engineering and security teams to evolve identity, and access management capabilities, including SSO and enterprise integrations.
• Develop and lead the product strategy, roadmap, and prioritization for eCommerce, mobile, desktop, app, and related digital product capabilities, ensuring alignment with broader digital and business objectives.
• Translate complex customer needs, market trends, competitive insights, business requirements, and technical considerations into clear product objectives, requirements, success metrics, and execution plans.
• Lead the end-to-end product lifecycle for strategic digital initiatives, including discovery, business case development, requirements definition, backlog prioritization, development partnership, launch planning, post-launch analysis, and continuous improvement.
• Use customer data, behavioral analytics, market research, voice-of-customer insights, A/B testing, usability testing, and performance metrics to inform product decisions and optimize the customer experience.
• Partner with engineering, UX, analytics, data science, merchandising, sales, finance, logistics, legal, compliance, and other stakeholders to deliver integrated digital solutions that balance customer value, business impact, technical feasibility, risk, and speed to market.
• Identify and implement opportunities to improve site navigation, search, recommendations, checkout, personalization, automation, content, mobile usability, and other digital features that support engagement, conversion, retention, and revenue growth.
• Lead or influence AI/ML-enabled product opportunities, including personalization, recommendations, search optimization, automation, decisioning, discovery synthesis, backlog refinement, product experimentation, and responsible validation of solution quality.
• Evaluate third-party platforms, vendors, tools, and technology partners that enhance the digital ecosystem, supporting vendor selection, contract input, implementation planning, and ongoing performance management.
• Ensure product initiatives comply with applicable data privacy, accessibility, security, regulatory, and risk management requirements by partnering with legal, compliance, information security, and technology teams.
• Monitor product performance against defined KPIs, communicate progress and risks to senior leaders, and recommend adjustments to product strategy, investment priorities, or execution plans based on measurable outcomes.
• Lead, coach, and develop product managers, specialists, or cross-functional project contributors by setting clear priorities, expectations, goals, and success measures.
• Foster an inclusive, collaborative, and high-performing team environment that encourages innovation, accountability, continuous improvement, and customer-focused decision-making.

What you bring to the table:

• Strategic product leadership with the ability to connect customer needs, business objectives, market trends, and technical capabilities into actionable product direction.
• Strong analytical mindset with the ability to use data, experimentation, customer insights, and performance metrics to guide decisions and measure outcomes.
• Excellent communication and influencing skills with the ability to align senior leaders, technical teams, business partners, vendors, and cross-functional stakeholders.
• Creative problem-solving skills with the ability to resolve ambiguous, complex, or novel challenges while balancing speed, quality, risk, and long-term value.
• Practical fluency with AI productivity tools and AI/ML product concepts, with the ability to apply emerging capabilities thoughtfully and responsibly.
• Strong leadership, mentorship, and collaboration skills with the ability to build trust, develop talent, lead through influence, and drive accountability across teams.
• Ability to operate with autonomy, prioritize competing needs, assess tradeoffs, and recommend strategic courses of action.
• Strong customer-first mindset with a focus on improving digital experiences, usability, personalization, and business performance.

What’s needed - Basic Qualifications:

• Bachelor’s degree in Business, Marketing, Information Technology, or a related field.
• 8+ years of experience in product management or a related field, with a significant focus on eCommerce and digital products.
• 3+ years of people leadership experience managing product managers or comparable professional roles.
• Demonstrated success leading eCommerce or digital product initiatives that improved customer experience, conversion, engagement, usability, revenue growth, or profitability.
• Experience developing product strategies, roadmaps, and prioritization frameworks based on customer needs, business value, technical feasibility, and ROI.
• Strong understanding of eCommerce platforms, digital technologies, and customer-facing digital ecosystems.
• Experience integrating or partnering on digital capabilities such as payment solutions, CRM tools, analytics platforms, personalization, search, recommendations, or similar technologies.
• Experience using data, analytics, customer insights, experimentation, and performance metrics to drive product decisions and measure outcomes.
• Experience conducting or leveraging A/B testing, user research, usability testing, market research, competitive analysis, or voice-of-customer insights.
• Experience partnering cross-functionally with engineering, UX, analytics, merchandising, sales, finance, logistics, legal, compliance, or similar business functions.
• Experience working on AI/ML-enabled products, personalization, automation, decisioning, search, recommendations, or similar data-driven digital capabilities.
• Experience partnering with data science or engineering teams to define success metrics, test AI/ML outputs, validate solution quality, and support responsible iteration after launch.

What’s needed - Preferred Qualifications:

• Master’s degree in Business, Product Management, Information Systems, Digital Strategy, Analytics, or a related field.
• Experience leading product strategy for account management, authentication, registration, profile management, identity, or customer access-related experiences.
• Experience supporting B2B eCommerce platforms, enterprise purchasing workflows, approval processes, or business account management solutions.
• Experience working with identity and access management technologies such as SSO, OAuth, Okta, Ping Identity, or similar authentication platforms.
• Professional certification in Product Management, Agile methodologies, or a related discipline.
• Extensive experience with Agile development methodologies and frameworks such as Scrum or Kanban.
• Certification as a Scrum Master or Agile Coach.
• Experience leading the launch of innovative eCommerce products or features that improved user experience, personalization, technology integration, or customer engagement.
• Advanced knowledge of customer experience design principles and methodologies, including design thinking, user journey mapping, and usability testing.
• Experience using customer experience insights to drive product priorities and improve customer satisfaction, loyalty, and advocacy.
• Strong understanding of emerging digital technologies and trends, including artificial intelligence, personalization, automation, and other innovations shaping digital commerce.
• Experience fostering partnerships with technology vendors, startups, or external solution providers to explore and pilot new digital solutions.

We Offer:

• Inclusive culture with associate-led Business Resource Groups
• 22 days of PTO 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.