Product Manager Digital (Req # 70089)

Company: Staples, Inc.
Location: Framingham, MA
Position Title: Product Manager Digital (Recruitment # 70089)

Job Description:

Deliver customer-centric site and conversational experiences to position Staples as a digital selling platform of choice. Define, develop, and optimize Staples intelligent conversational AI solutions (chatbots, agent-assist tools) across customer communication channels (chat, email, voice, social media). Responsible for leveraging customer insights, analytics, and market trends to define and prioritize product backlogs, using conversational analytics (e.g., self-service rates, intent accuracy) and LLM capabilities, to ensure that mobile, desktop, app, and AI-driven platforms deliver the digital experience expected. Collaborate closely with engineering/ML, UI/UX design, customer service, and sales teams to bring innovative products and solutions to market, driving improved sales conversion, increased self-service resolution, reduced average handling time (AHT), enhanced first contact resolution (FCR), and higher CSAT/NPS. Collaborate with leadership to define the product vision and align it with the overarching business and digital strategy. Own the product backlog, meticulously managing and prioritizing user stories, bugs, and tasks based on strategic business goals, customer value, and team capacity. Serve as the key point of contact between the development team and stakeholders. Craft detailed user stories and acceptance criteria to guide the development process. Champion a mindset of continuous improvement in Conversational AI and Customer Engagement, encouraging the team to experiment with new ideas and approaches to solve customer problems. Position is fixed location based in Framingham, MA office; however, telecommuting from a home office location may also be allowed.

Job Requirements:

Bachelors degree (or foreign equivalent) in Business, Technology, Engineering, Analytics, or a directly related field plus five (5) years of product management experience, with a focus on eCommerce, digital products, or AI-driven solutions.

Experience must include:

Two (2) years of experience in the following (experience may be gained concurrently):
Manage the end-to-end lifecycle of digital products from conception through development, launch, and iteration
Agile methodologies, tools, and systems
Define and track product success metrics (self-service rate, intent accuracy, CSAT and conversion rates) and use them to drive roadmap decisions.

One (1) year of experience in the following (experience may be gained concurrently):
Specifying requirements for dialogue flows, personalization, task automation, and key integrations (CRM and order management).

Will accept a Masters degree plus two (2) years of product management experience, with a focus on eCommerce, digital products, or AI-driven solutions in lieu of a Bachelors degree plus five (5) years of experience.

40 hours/week, 9:00am-5:00pm, Salary: $161,803.00 /year.

To Apply: