Sr Digital Product Manager

Primary Function:
Based in Chicago and reporting to the Director of Product Management, the Senior Product Manager will own the strategy, development, and optimization of our order management systems and related customer service tools. This role is critical to ensuring seamless operations across the entire order lifecycle, from order placement to fulfillment, delivery, and returns. In addition to managing self-service capabilities, you will design and implement microservices-based tools to empower our customer service teams, enabling them to resolve customer inquiries quickly, efficiently, and effectively.

Your contributions will directly impact Zoro’s ability to scale its operations, enhance customer satisfaction, and deliver innovative solutions that meet the needs of our business customers.

Duties & Responsibilities:

• Lead the Order Lifecycle: Manage the full order lifecycle, including creation, tracking, modifications, cancellations, and returns, ensuring operational reliability and customer satisfaction.
• Develop Customer and Agent Tools: Design self-service features and microservices-based tools that enable customers and customer service agents to perform actions such as order modifications, refunds, and replacements efficiently.
• Build Scalable Support Solutions: Implement real-time tracking, proactive notifications (e.g., SMS/email updates), and chat-based tools (e.g., live chat, chatbots) to enhance customer engagement and streamline resolutions.
• Automate Workflows: Create rule-based automation systems to handle order exceptions, vendor cancellations, automatic replacements, and proactive issue resolutions.
• Leverage Data and Insights: Design analytics and reporting tools to monitor order trends, optimize workflows, and improve customer experiences.
• Ensure System Scalability: Collaborate with engineering teams to design and deliver scalable, reliable systems capable of handling high-transaction volumes and peak demand.
• Cross-Functional Collaboration: Partner with UX, operations, marketing, and engineering to deliver innovative solutions aligned with business objectives and customer needs.

Qualifications (Must-Haves):

• 5-7 years of product management experience in ecommerce, order management, or customer service tools.
• Expertise in defining requirements for microservices-based architectures, APIs, and integrations with OMS, ERP, and WMS systems.
• Experience designing automation workflows for handling order exceptions, replacements, and cancellations.
• Proven ability to collaborate with cross-functional teams to create intuitive tools for both customers and customer service agents.
• Strong data and analytics skills, with the ability to design dashboards and reporting tools to drive data-informed decisions.
• Experience managing systems in high-transaction-volume environments, ensuring scalability, reliability, and performance.

Preferred Qualifications:

• Background in logistics, supply chain management, or fulfillment systems.
• Proven track record of developing customer service tools, particularly using microservices.
• Familiarity with AI applications for process automation, recommendations, or customer interaction enhancements.