Senior Manager, Amazon Operations & Strategic Partnerships-Framingham, MA

The Senior Manager of Amazon Operations is a strategic leader responsible for overseeing all Amazon partnership programs across Staples US Retail locations. This role partners cross-functionally with Home Office, field teams, IT, Supply Chain, and Amazon counterparts to ensure programs—including Returns, Counter, Lockers, Shipping/DropSpot, Backhaul, and emerging initiatives—are executed efficiently and aligned with contractual and strategic objectives. This leader is accountable for managing loss rate performance, driving operational excellence, and maximizing the revenue potential of the Amazon partnership across 900+ stores.

Primary Duties and Responsibilities

Amazon Program Leadership & Execution

• Lead end-to-end operations for all Amazon programs including Returns, Single Box, Counter, Lockers, Shipping/DropSpot, and the ARK self-serve kiosk pilot.
• Own the rollout of new initiatives including CRISP/LPN, Regulated and Non-Regulated returns, Off-Amazon Returns, and Amazon Backhaul transition.
• Develop and maintain SOPs, coaching tools, and Zipline communications for each program.

Cross-Functional Partnership

• Serve as Staples’ primary operational liaison to Amazon, leading workshops and resolving open questions across initiatives.
• Partner with IT, Supply Chain, Merchants, Marketing, and Finance to operationalize new programs.
• Collaborate with Amazon on data sharing, compliance reporting, and program design to simplify in-store execution.

Loss Rate & Compliance Management

• Own loss rate performance against contractual targets and lead corrective action plans for high-loss stores.
• Drive store audit cadence and analyze loss data by carrier (UPS and AMZL).
• Monitor CRISP compliance and manage the transition from PBL to LPN labels.

Field Execution & Support

• Partner with DMs and GMs to ensure consistent execution across 900+ locations with varying volume levels.
• Develop labor model recommendations aligned to store volume tiers.
• Create field-ready coaching cards, talk tracks, and Zipline posts to drive adoption and compliance.

Space, Supplies & Equipment Management

• Oversee in-store space requirements for consolidation boxes, holding areas, and storage bins across multiple store formats.
• Coordinate supply chain for polybags, labels, label printers, and HAZMAT materials.
• Ensure proper signage and wayfinding for all Amazon programs.

Financial & Contract Performance

• Track revenue and cost performance across all Amazon initiatives and prepare reporting for senior leadership.
• Monitor competitive risk from Off-Amazon Returns and impact on existing partnerships.
• Ensure contractual SLA adherence and support annual contract negotiations.

Program Rollout & Communication

• Oversee phased rollout timelines and manage communications to field teams via Zipline and other channels.
• Report results, next steps, and top-level barriers to senior leadership teams.
• Leverage existing Staples knowledge to build processes aligned with current standard operating procedures.

Qualifications

• 10+ years experience in retail operations, supply chain, or third-party partnership management.
• Extensive knowledge of retail operations, returns processing, and/or Staples processes.
• Experience managing vendor/partner relationships at scale; Amazon experience preferred.
• Demonstrated success in leading and developing cross-functional teams.
• Advanced analytical skills with ability to interpret operational data, volume forecasts, and financial models.
• Results-oriented with the ability to influence outcomes across internal teams and external partners.
• Outstanding interpersonal, relationship-building, and communication skills.
• Proven capability to manage multiple concurrent program launches in a fast-paced environment.
• Self-motivated, proactive, and comfortable leading discussions with Amazon and senior leadership.
• Experience managing change and driving operational initiatives across 800+ retail locations.

Get great perks.

• Bonus plan and generous amount of paid time off, including one Floating Holiday each year
• Flexible work arrangements, including flexible work hours 
• 401(k) plan with company match, medical, dental, vision, life and disability insurance with many more optional benefits
• Associate store discount and more perks (discounts on mobile plans, movie tickets, etc.)

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. 

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