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!
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):
- 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.
Preferred Qualifications:
- Background in logistics, supply chain management, or fulfillment systems.
- Proven track record of developing customer service tools, particularly using microservices.
- Familiarity with AI applications for process automation, recommendations, or customer interaction enhancements.
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.
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.
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