Teams at Zoro

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 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 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.