Senior Product Manager: Order Lifecycle & Self‑Service Tools

Zoro.com; Chicago (IL); Hybrid; USD 127,000 - 212,000; Full time

Benefits offered by this job

Health insurance

Parental leave

Therapy sessions

Paid time off

401K match

Tuition reimbursement

Charitable match

Employee discounts

Office perks

Job summary

Zoro.com in Chicago is seeking a Senior Product Manager to own the strategy, development, and optimization of our order management systems and related customer service tools, from order placement through fulfillment and returns.

You will design and implement microservices-based tools for our customer service teams, enable real-time tracking, proactive notifications, and intuitive self-service features for customers and agents.

Qualifications

• 5-7 years of product management experience in ecommerce, order management, or customer service tools.
• Expertise in defining requirements for microservices-based architectures, APIs, and integrations with OMS, ERP, and WMS systems.
• Experience designing automation workflows for handling order exceptions, replacements, and cancellations.
• Proven ability to collaborate with cross-functional teams to create intuitive tools for both customers and customer service agents.
• Strong data and analytics skills, with the ability to design dashboards and reporting tools to drive data-informed decisions.
• Experience managing systems in high-transaction-volume environments, ensuring scalability, reliability, and performance.

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.

Skills

Order management

Microservices architecture

APIs

Data analytics

Cross-functional collaboration

Tools

OMS

ERP

WMS

Job description

Zoro.com in Chicago is seeking a Senior Product Manager to own the strategy, development, and optimization of our order management systems and related customer service tools, from order placement through fulfillment and returns.

You will design and implement microservices-based tools for our customer service teams, enable real-time tracking, proactive notifications, and intuitive self-service features for customers and agents.