Zoro
Digital Product Manager - Customer Service
Chicago, Illinois, United States · Full-time
Sponsorship not specified$96k-$159kDetected 23 days ago
A/B TestingProduct StrategyJiraConfluenceSupply ChainCustomer SupportResearchLeadershipCommunicationCollaboration
About the role
- Zoro is looking for a passionate, driven individual to join the Digital Experience team as a Digital Product Manager for our Customer Service experiences.
- As a Digital Product Manager, you will work with data scientists, technology engineers, user experience designers, and supply chain & fulfillment leaders.
Responsibilities
- Manage the Order-to-Cash lifecycle, including creation, tracking, modifications, cancellations, and returns, ensuring operational reliability and customer satisfaction.
- Work with product leaders & business stakeholders to set baselines which identify the highest impact work, prioritize that work, and deliver improvements in a measurable way.
- Create and foster a test and learn approach to evaluate and iterate product experiences in order to continuously deliver business & customer value
- Partner with technology, design, merchandising, customer fulfillment operations, supply chain, marketing, and other key stakeholder groups to deliver innovative solutions aligned with business objectives and customer needs.
- Act as a consultant partner with Customer Service to aid in change management and adoption by the front-line team members.
- Manage internal & external communication and training for new features
- Maintain competitive and marketplace awareness through research and analysis of current best-in-class and emerging techniques and technologies
- Zoro's total compensation plan includes our Zoro Incentive Plan (ZIP) that is designed to foster and reward our team members for strong performance.
- We also support growing your family through access to adoption assistance program
Requirements
- At least 5+ years experience in eCommerce, Product Management, or related fields with a focus on customer service and/or supply chain systems.
- Possess a deep knowledge of customer service & supply chain applications, and an understanding of the competitive landscape
- Experience managing systems in high volume, high reliability environments
- Direct experience working in an Agile product development environment with a detailed understanding of the role of Product Management/Ownership
- Familiarity with AI applications for product management tasks, assisted search & browse experiences, and product information ingestion, review, & maintenance.
- Comfort with the Atlassian software suite, especially JIRA and Confluence software, or other enterprise-level delivery and workflow software
- Excels at communicating with team, partners, and senior leadership with clarity, salience, and urgency with a proven ability to make data-driven decisions
- Strong data and analytics skills, with the ability to design dashboards and reporting tools to drive data-informed decisions.
- Understanding of how and when to use offline evaluation, hypothesis testing with existing data, A/B test design, & methods for identifying and validating opportunities
- Medical, dental, vision, and life insurance plans with coverage starting on day one of employment
- Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents. We also support growing your family through access to adoption assistance program
- 6 free sessions each year with a licensed therapist and Wellhub portal membership to support your mental and emotional wellbeing
- At least 18 paid time off days annually for full-time employees and 6 company holidays per year
Nice to have
- Bachelor's Degree or equivalent experience required (Master's Degree / MBA a plus)
Skills
- make it easy for businesses to get the tools, parts, and supplies they need to keep things running.
Compensation
- We have rapidly grown to over $1 billion in annual revenue and we're just getting started!
Benefits
- In addition to competitive compensation, Zoro offers comprehensive benefits and perks including:
- Maternity support programs, nursing benefits, and up to 14 weeks paid leave for birth parents and up to 4 weeks paid leave for non-birth parents.
- 6% company contribution to a 401K Retirement Savings Plan each pay period, no employee contribution required
- Tuition reimbursement, student loan refinancing and access to financial counseling, education, and tools
- Charitable Gift Program - match gift to an eligible educational, cultural, community health, and human service organizations
- For additional information and details regarding our benefits and our parent company, W.
- Own the product strategy, set the vision, and plan a holistic roadmap for that power customer service capabilities for Zoro.com and for our internal tools & teams.
- Zoro office perks including coffee bar, beer on tap, unlimited snacks, access to the onsite gym, and incredible city skyline views
Company info
- Winning & Learning Together, Being Customer Obsessed, Being Transparent, and Taking Ownership.
- We don't have all the answers, but we're always asking good questions.
- Zoro's culture has been recognized by Fortune, Best Places to Work, and Built In Chicago-but the recognition we care about most comes from our team members, who make this place what it is.
- We also know that flexibility matters.
- Our hybrid work model gives you space to focus and the flexibility to live your life - asking team members to be onsite at least two days a week.
- Our Chicago HQ (right above Ogilvie Transportation Center in the Accenture Tower) is always open and ready for connection, collaboration, or just a good cup of coffee.
- At Zoro, we're growing fast toward big aspirations - and we're continuously excited about the new challenges we get to solve together.
- We are proud to be an equal opportunity workplace.
- We are also committed to fostering an inclusive, accessible work environment that includes both providing reasonable accommodations to individuals with disabilities during the application and hiring process as well as throughout the course of one's employment.
- We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status, or any other protected characteristic under federal, state, or local law.
- Should you need a reasonable accommodation during the application and selection process, including, but not limited to use of our website, any part of the application, interview, or hiring process, please advise us so that we can provide appropriate assistance.
- Design features and tools that enable customers and customer service agents to perform actions such as order modifications, refunds, and replacements efficiently.
- Own experience outcomes & KPI measurements related to helping customers & internal team members to leverage customer service capabilities & applications.
Visa & Work Authorization
- ity regardless of race, color, ancestry, religion, sex (including pregnancy), national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, protected veteran status, or
This listing is sourced directly from Zoro's careers page and normalized into a canonical job model.