Manager, Print Services Experience

Manager, Print Services Experience & Delivery Canada Job Description Some of what you will do: As the Manager of Print Services Experience & Delivery, you are responsible for elevating both the customer and associate experience across all print channels while ensuring seamless service execution and strong partner performance. You will oversee service delivery and SLA management, lead continuous improvement initiatives, and strengthen alignment between internal teams and external partners. This role plays a key part in defining service standards, monitoring vendor performance, and establishing best practices that drive consistency, operational excellence, and customer satisfaction across our B2B and retail print network. Specifically, you will: Elevate customer and associate experiences across all print channels, ensuring seamless service delivery. Oversee SLA management and partner performance to maintain operational excellence. Map customer journeys, identify friction points, and implement process improvements. Lead feedback strategies and use insights to drive continuous improvement and innovation. Collaborate with internal teams and external partners to align service standards and business goals. Monitor key performance metrics (SLA, CSAT, NPS) and develop dashboards for accountability. Support onboarding, training, and learning initiatives to strengthen associate engagement. Some of what you need: Post-secondary diploma or degree in Business, Operations, or related field 4-6 years in customer service, operations, or partner management roles. Experience in B2B environments and print services preferred. Proven experience in service delivery and vendor/partner management Strong stakeholder management across internal teams and external partners Ability to set goals, measure outcomes, and deliver results aligned with business objectives Excellent communication, relationship‑building, and project management skills Comfortable in fast‑paced, evolving environments with shifting priorities Deep understanding of the customer journey; skilled at identifying pain points and creating seamless experiences Experience using customer feedback and insights to improve service delivery and operations Proficient in interpreting performance metrics (SLA, CSAT, NPS) and driving actionable improvements Skilled in building and optimizing processes for consistency and service excellence Ability to anticipate and mitigate operational risks Continuous improvement mindset with focus on innovation and scalability High attention to detail and ability to manage multiple priorities effectively Some of what you will get: Associate discount Health and Dental benefits RRSP/DPSP Performance bonuses Learning & Development programs And more... #Bringyourpassion#LI-Hybrid About Us We value transparency in our hiring processes. Please note, artificial intelligence may be used in certain stages to screen, assess, or select applicants, however, a human reviewer makes all final decisions. This posting is for an existing vacancy. About the Team About the Team At Staples Canada we are dynamic, inspiring partners to our customers and the communities in which we live. As The Working and Learning Company, we inspire people to work smarter, learn more and grow every day. We’re looking for curious, approachable, and passionate individuals who love finding solutions. If that’s you, let’s work, learn, and grow together. We are building an inclusive and diverse team Staples Canada is continuously working towards 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. Job Identification 60511 Job Category Retail Operations & Services Locations 6 Staples Ave, Richmond Hill, ON, L4B 4W3, CA Job Schedule Full time #J-18808-Ljbffr