Jobs at Zoro

As a Customer Service Team Lead, you will manage escalated inquiries, support team coordination, mentor new members, and enhance customer experience by improving processes.

Lead and develop a team focused on optimizing category experiences in eCommerce. Define strategic approaches and frameworks for category structure and improve customer navigation and merchandising.

The Sr Marketing Analyst will analyze customer and marketing data to drive insights and optimize marketing strategies for revenue growth.

Senior Technical Product Manager owning platform strategy, solution assessments, and architectural intent. Drive solution viability, FinOps, data governance, IAM controls, observability (Datadog) and compliance (PCI/SOX/NIST). Align stakeholders, prioritize platform stability over feature delivery, and partner with staff engineers and engineering managers to ensure operability, resilience, and cost-effective platform evolution.

Provide multi-channel customer support by answering calls, processing orders, tracking shipments, handling returns, troubleshooting issues, documenting interactions, and escalating complex cases. Maintain product and process knowledge, meet quality and service standards, and support a positive customer experience while following company policies and schedules.

Lead and mentor platform engineering teams to design, build, and operate scalable, reliable foundational services. Set technical strategy, drive large-scale initiatives, improve testing and reliability practices, manage platform costs and third-party tools, and participate in incident response and on-call. Collaborate cross-functionally, promote AI-assisted engineering responsibly, and ensure compliance with PCI/SOX/NIST standards while delivering high-quality engineering outcomes.

Contribute to the design and implementation of scalable cloud-based solutions, focusing on user interfaces and backend services, while engaging in AI integration and technical improvements.

Lead Agile delivery teams or time-boxed initiatives, serving as Scrum Master or project manager. Plan, execute, and communicate project status, facilitate ceremonies, manage backlogs, remove blockers, and align delivery with business objectives. Administer Jira, maintain documentation, and collaborate with Product, Engineering, and PMO to improve processes.

Lead strategy and execution for large, complex product categories: source and negotiate supplier contracts, launch and expand assortments, analyze data to drive sales and profitability, deliver executive supplier reviews, coach team members, and run cross-functional initiatives to scale category growth.

Lead customer analytics to drive acquisition, activation, engagement, and retention. Build customer segmentation, run analyses, support campaigns and merchandising, present insights, and design AI-driven automation including LLMs and workflow orchestration to scale insights and increase revenue.

The Senior Technical Product Manager is responsible for shaping platform architecture, aligning stakeholders, and ensuring solution viability while managing compliance and risk, particularly within an eCommerce context.

Lead the strategy for Zoro's storefront experiences including homepage and landing pages, ensuring engaging and optimized customer experiences. Collaborate with Marketing and Product teams to drive conversion and product discoverability through curated merchandising strategies and data-driven insights.

The Associate Category Manager supports Category Managers by analyzing business data, identifying product opportunities, and managing supplier relationships to enhance sales and category growth.

The Real Time Specialist manages real-time call and email traffic to maintain service levels, analyze metrics, and adjust staffing accordingly while ensuring effective communication and decision-making.

The Digital Merchandising Manager will enhance customer experiences and optimize product categories, driving engagement and loyalty. Responsibilities include developing merchandising strategies, analyzing performance data, and collaborating across teams to improve product discovery.

Manage Digital Merchandising Analytics by evaluating performance across the customer funnel, translating data into actionable insights, and collaborating with various teams to enhance the customer experience and drive business outcomes.

The Product Compliance Analyst manages product compliance processes, assesses product suitability for US markets, and collaborates with teams on compliance regulations.

Drive technical solutions strategy and execution for Customer Service, focusing on process optimization, automation, and AI solutions. Lead initiatives, manage implementations, and collaborate cross-functionally to achieve operational efficiency and measurable outcomes.