What are the responsibilities and job description for the Sr Digital Product Manager position at Zoro?
Company Summary :
Zoro is an eCommerce company that's on a mission to help business owners get everything they need to run their businesses and thrive-from office supplies to power tools. But we're way more than a website. We're a team of great people with an award-winning culture. Check us out and see for yourself!
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) :
Preferred Qualifications :
Compensation :
Below is the anticipated base pay compensation range for this position. This position is eligible for participation in our short-term incentive program in accordance with the terms of the applicable plan.
The range provided is not a guarantee of compensation. The range reflects the potential base pay for this role at the time of this posting based on the job grade for this position. Individual base pay compensation will depend, in part, on factors such as geographic work location and relevant experience and skills.
The anticipated compensation range described below is subject to change and the compensation ultimately paid may be higher or lower than the range described above.
Illinois
124,400-$207,300 USD
Zoro Values and Inclusive Culture :
Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented and valued. We aim to empower all of our employees to learn about, raise awareness of, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow, and thrive.
We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.
Salary : $124,400 - $207,300
