Digital Product Manager - Customer Service

Company Summary Zoro.com is a leading eCommerce platform offering nearly 12 million tools, parts and supplies for our business customers. Launched in 2011, we brought a B2C-like experience to the B2B industry, and continue to be at the forefront of digital innovation at the intersection of technology and distribution. We have rapidly grown to over $1 billion in annual revenue and we’re just getting started! Job Summary 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. This role will own the strategy, development, and optimization of our customer service tools and is critical to ensuring seamless operations across the entire Order-to-Cash lifecycle, from order placement to fulfillment, delivery, and returns. In addition to managing self-service capabilities, the Digital Product Manager will design and implement 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. With a dedicated focus on Customer Service channels, this role will lead to improvements in both the external customer and internal service agent experience driving loyalty along with increased lifetime value & revenue. 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. Design features and tools that enable customers and customer service agents to perform actions such as order modifications, refunds, and replacements efficiently. 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. Own experience outcomes & KPI measurements related to helping customers & internal team members to leverage customer service capabilities & applications. 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 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 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. Experience managing systems in high volume, high reliability environments Direct experience working in an Agile product development environment with a detailed understandi…