Digital Product Manager - Customer Service

Zoro.com; Chicago (IL); Hybrid; USD 95,500 - 159,200; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Maternity/paternity support

PTO and holidays

401K plan with company match

Tuition reimbursement

Employee discounts

Onsite gym and perks

Job summary

Zoro.com is seeking a Digital Product Manager for our Customer Service experiences. You will own strategy and develop tools across the Order-to-Cash lifecycle, enabling efficient order placement, fulfillment, returns, and customer inquiries.

Collaborate with data scientists, engineers, UX designers, and fulfillment leaders to drive customer satisfaction. You will design and implement self-service capabilities and empower service teams to resolve issues quickly, benefiting both customers and

Qualifications

• Bachelor's degree or equivalent experience required; MBA a plus.
• At least 5+ years experience in eCommerce, Product Management, or related fields with focus on customer service/supply chain systems.
• Deep knowledge of customer service and supply chain applications; able to analyze competitive landscape.
• Strong data and analytics skills with ability to design dashboards and reporting tools.

Responsibilities

• Own the product strategy, vision, and roadmap for customer service capabilities for Zoro.com and internal tools.
• Manage the Order-to-Cash lifecycle: creation, tracking, modifications, cancellations, returns.
• Design features and tools for customers and agents to perform actions like modifications, refunds, replacements.
• Collaborate with stakeholders to set baselines, identify high-impact work, and deliver measurable improvements.
• Foster a test-and-learn approach to iterate product experiences delivering business value.
• Partner with technology, design, fulfillment, supply chain, marketing to deliver solutions aligned with objectives.
• Own experience outcomes and KPI measurements for customer service capabilities.
• Act as consultant to aid change management and adoption by frontline teams.
• Manage internal and external communication and training for new features.

Skills

Data analytics

Agile product management

Stakeholder communication

Dashboards

JIRA/Confluence

Education

Bachelor's Degree or equivalent experience

MBA a plus

Tools

JIRA

Confluence

Job description

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!

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 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 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
• 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
• Zoro office perks including coffee bar, beer on tap, unlimited snacks, access to the onsite gym, and incredible city skyline views

For additional information and details regarding our benefits and our parent company, W. W. Grainger, please click on the link here.

The pay range provided is not a guarantee of compensation. The range listed reflects the expected base pay for this position at the time of posting, based on the role\'s job grade. Actual compensation may vary depending on factors such as location, relevant experience and individual qualifications.

Illinois

$95,500—$159,200 USD

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.

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 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. 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. 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.