Senior Manager, Marketplace Operations & Strategic Partnerships

Primary Duties and Responsibilities

• 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.
• 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.
• 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.
• Partner with DMs and GMs to ensure consistent execution across 900+ locations with varying volume levels.
• Create labor model recommendations aligned to store volume tiers.
• Develop field-ready coaching cards, talk tracks, and Zipline posts to drive adoption and compliance.
• 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.
• 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.
• 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.
• Prowed in managing change and driving operational initiatives across 800+ retail locations.