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Staples Creative Operations Director in Framingham, Massachusetts


This team: Building the future of our brand

Staples US Retail is assembling an internal creative team of strategic thinkers, collaborators and storytellers to help us continue to share our evolution to Staples Connect and define Staples stores as the working and learning destination for local communities. This nimble, collaboration-oriented team of designers, writers, creators, producers and project managers will work shoulder-to-shoulder with marketers, merchants, strategists, product owners and external creative teams to develop compelling content and build engaging store, digital and marketing experiences for our customers. We’re looking for resilient change agents who embrace a growth mindset — individuals motivated to learn and expand their capacity, passionate about the customer and who are comfortable challenging norms.

This role: Analytical project management leadership

Reporting to the Head of Creative, the Creative Operations Director is responsible for managing the efficient department workflow, capacity planning, end-to-end processes, project management and business operations of the internal creative team for Staples USR. The Creative Operations Director provides coaching and development to a team of operations professionals including project management resources. This role is ultimately responsible for creative systems and technology solutions including the project management tools, digital asset management of creative assets created in-house and externally, and others that may be required to successfully run the operations of an in-house creative team. Also included is the vendor relationships and management for those technical resources.

The Creative Operations Manager takes the lead in financial management, setting requirements for estimating and reporting standards to keep clients up to date and accounts on track. In addition, this role takes the lead in establishing relationships with creative talent partners in order to manage freelance staffing needs. This position is responsible for leading the analysis and reporting on team data to proactively find areas of opportunity and improvement for efficient workflow, automation, efficiency, productivity, cost savings and first-in-class creative execution.

As a working manager, the Creative Operations Director will also support the organization through project management functions — leading project management for high-visibility campaigns and initiatives.

Key Responsibilities


  • Set up, lead, and continuously improve the operations of the creative team including but not limited to: processes, standard operating procedures, onboarding procedures for staff and clients, technology systems and vendor management, financial management, and reporting strategies

  • Encourage individuals to deepen existing or develop new skills to improve performance

  • Establish a service-oriented mentality across the project management team

  • Provide team proper recognition for team member contributions

  • Support department leadership as part of a collaborative creative leadership team

  • Develop and manage learning and development roadmap/calendar for operations team

  • Actively manage client relationship and workload alignments across the staff

  • Educate clients and staff on cost savings opportunities

  • Manage direct reports through performance reviews, regular one-on-one development meetings and workload balancing

Project Management

  • Build, manage, analyze and propose operational changes based on analysis of department data to increase effectiveness and efficiencies

  • Advise on brief design, structure and process

  • Manage and advocate for technology needed to support department services

  • Identify, recommend and implement automation strategies to replace manual and repetitive tasks

  • Analyze and forecast demand and capacity to support staffing needs such as temp hiring, temp layoffs, attrition, hiring plans and general workload planning

  • Prepare reporting and metrics dashboards related to time tracking, quantity and status of projects, team capacity and effectiveness, tiering, cycle times, expense budgets and other relevant data

  • Balance weekly workload across creative resources

  • Manage department temp staffing budget and work with functional leaders to analyze need and assign talent

  • Contribute to the annual client budgeting process, which includes working with finance, department leaders and client groups

  • Serve as an analytic generalist to support data queries from internal team members and clients regarding creative operations

  • Serve as owner for internal time tracking and project management, including analyzing, designing and managing enhancement requests

  • Leverage technology to gain efficiencies and improve communications within the team and with clients

  • Facilitate maintenance of complete, centralized records of all comments and approval at the job level for tracking and filing purposes and pull past jobs for reference, auditors and/or other legal/business review needs

Staff Development

  • Work to improve the team’s performance by pursuing opportunities for continuous learning/feedback

  • Constructively help and coach team in their professional development through informal and formal feedback sessions (i.e., performance reviews) as appropriate

  • Demonstrate a real sense of caring for the team’s professional and personal well being

  • Plan regularly scheduled one-on-one time for personal coaching and mentoring for relationship managers

  • Implement and refine a project management “toolkit” (methodologies, templates and tools)

  • Help new Project Managers to understand overall project management processes and department partnerships

  • Exhibit a “can-do” approach and inspire and motivate associates to excel

  • Foster a team spirit that is reflective of their collective personalities

  • Nurture a culture that is fun to work in and help build an open creative community

  • Proactively address staff performance issues

  • Allow team to work autonomously without micro-direction


Skills & Knowledge Requirements

  • Entrepreneurial spirit and the desire and expertise to aggressively build a best-in-class in-house creative team

  • Substantial knowledge and understanding of the creative process—print, digital, video and production capabilities

  • Meticulous attention to detail with demonstrated ability for accuracy and thoroughness

  • Superior time management, project management, organizational and leadership skills

  • Ability to influence, manage and drive action in on-time and accurate execution of deliverables

  • Works well in collaborative creative environments as well as independently

  • Proactive, decisive and adept at crisis management

  • Operates effectively in a fast-paced, deadline-driven environment

  • Demonstrated ability to lead cross-functional teams/efforts and effectively develop team members

  • Strong leadership, analytical, verbal, written communication, presentation and interpersonal skills

  • Ability to own complex project and process management initiatives

  • Ability to analyze quantitative and/or qualitative data

  • Ability to work well with a variety of constituencies and comfortable managing senior management to outcomes

  • Superior customer service ethic

  • Willingness to be flexible to project needs; available to work long days and weekends as needed

Education & Experience Requirements

  • Bachelor's degree required, Masters or MBA preferred

  • Minimum of 10 years experience in creative services roles

  • Project Management certifications preferred

  • Experience working within an in-house creative services group or external agency in a management and/or operations role

  • Experience with automated workflow tools required and DAM systems preferred

  • Proficient in Microsoft Office Suite (Adobe Acrobat preferred)

  • Working knowledge of Adobe Creative Suite preferred


Click to learn more about the employee benefits, programs and perks offered at Staples. (

Staples is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other basis protected by federal, state, or local law.