Own the strategy, development, and optimization of Zoro’s order management systems and customer service tools. Lead the order lifecycle across placement, fulfillment, delivery, modifications, cancellations, and returns. Design self-service and microservices-based tools, automate exception workflows, implement tracking and proactive notifications, and develop analytics capabilities. Partner with engineering, UX, operations, marketing, and other teams to deliver scalable, reliable solutions for high-volume ecommerce operations.

Own product strategy, roadmap, discovery, prioritization, execution partnership, adoption, and value measurement for Zoro’s Cloud Platform and Software Delivery Platform. The role serves internal engineering customers, translating platform capabilities into a self-service software delivery experience. Responsibilities include defining engineering outcomes, managing backlogs, evaluating build-versus-buy decisions, establishing success metrics, coordinating with engineering leaders, and driving adoption of cloud infrastructure and developer tooling.