Jobs at Zoro

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.

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.

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.

Support pricing and profitability strategy through analysis of pricing, sales, gross profit, customer behavior, and market data. Monitor competitor pricing, evaluate product/category performance, build dashboards and reports, segment product opportunities, and partner across teams to translate insights into pricing recommendations and initiatives.

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 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 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.

Own strategy and roadmap for customer service products across the Order-to-Cash lifecycle. Design self-service and agent tools (modifications, refunds, returns), set KPIs, run experiments/A-B tests, partner with engineering, design, supply chain and stakeholders, and drive adoption, training, and continuous optimization to improve customer and agent experiences.

Lead strategy and roadmap for search and browse on Zoro.com. Collaborate with data scientists, engineers, design, and merchandising to improve search, recommendations, and product information. Define KPIs, run experiments (A/B tests), prioritize high-impact work, and drive measurable customer and business outcomes.

Lead development and execution of promotional, loyalty, and incentive strategies to drive engagement, retention, and lifetime value. Use customer and performance data to identify opportunities, design tests, measure outcomes, build business cases, and manage cross-functional initiatives with Product, Marketing, Analytics, Pricing, Merchandising, and Finance.

Lead development of customer-focused messaging and content strategies across segments. Create strategic creative briefs, maintain a segment-driven content calendar, partner with creative and campaign teams, and use analytics to evaluate content performance and optimize messaging throughout the customer journey.

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

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.

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

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.

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.