Digital Product Manager - Customer Service

Duties & Responsibilities

• 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.
• Manage the Order-to-Cash lifecycle, including creation, tracking, modifications, cancellations, and returns, ensuring operational reliability and customer satisfaction.
• 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.
• Own experience outcomes & KPI measurements related to helping customers & internal team members to leverage customer service capabilities & applications.
• 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.

Qualifications

• Bachelor's Degree or equivalent experience required (Master's Degree / MBA a plus).
• 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.
• Excel 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.
• 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.
• Understanding of how and when to use offline evaluation, hypothesis testing with existing data, A/B test design, & methods for identifying and validating opportunities.

Total Rewards

Zoro’s total compensation plan includes our Zoro Incentive Plan (ZIP) that is designed to foster and reward our team members for strong performance. Total compensation will be highly competitive. In addition to competitive compensation, Zoro offers comprehensive benefits and perks including:

• 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% 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.
• Employee discounts and admission to various civic and cultural institutions around Chicago.

Our Culture

Zoro was founded in 2011 with a simple idea: make it easy for businesses to get the tools, parts, and supplies they need to keep things running. We've grown by staying curious, moving quickly, and solving everyday challenges in smart, practical ways. Backed by W.W. Grainger and inspired by our endless assortment business model, we’re on a clear path toward our next big milestone: $2 billion in revenue—and beyond. At Zoro, we don’t just follow a playbook—we help build it. You’ll get to work on real problems with a supportive team that shares ideas freely, learns from each other, and celebrates wins together. Our culture is grounded in values that guide how we show up every day: 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.