Job Summary:Own and drive technical solutions strategy and execution across Customer Service, defining the roadmap and capabilities that enable teams to improve and scale how work is executed through process optimization, automation, and AI-driven solutions.
Duties and Responsibilities:- Own the strategy, prioritization, and outcomes for technical system implementations across Customer Service, driving scalable improvements in efficiency, quality, and operational performance.
- Identify, prioritize, and deliver high-impact initiatives that redesign processes, eliminate waste, and reduce manual effort through a combination of systems enablement, process optimization, automation, and AI capabilities.
- Help gather business requirements and conduct RFPs for Customer Service tools and systems.
- Lead the design, development, and implementation of scalable solutions and new systems integration leveraging APIs, RPA (e.g., UiPath), Google Apps Script, and AI tools, ensuring long-term sustainability and maintainability.
- Partner cross-functionally with Engineering, Product Management, Customer Fulfillment, and other stakeholders to define requirements, influence prioritization, and deliver integrated, system-driven solutions.
- Establish standards, frameworks, and best practices for solution design, process standardization, and automation to ensure consistency, scalability, and reuse across teams and workflows.
- Drive adoption of new tools and capabilities by enabling and mentoring team members, leading training efforts, and building organizational proficiency in automation, AI, and process improvement approaches.
- Monitor performance and own delivery of measurable outcomes (e.g., efficiency gains, hours saved, defect reduction), ensuring sustained impact over time.
Minimum Qualifications:- Bachelor's degree in Supply Chain Management, Business, Engineering, Technology, or related field.
- 5-8+ years of experience in operations, program management, or technology-enabled process improvement with demonstrated ownership of large-scale initiatives.
- Strong problem-solving skills with the ability to translate business challenges into scalable, technology-driven solutions.
- Proven ability to influence cross-functional stakeholders and drive alignment across multiple teams.
- Effective and professional communication skills with experience engaging stakeholders at all levels, including senior leadership.
- Self-driven and strategic thinker with the ability to identify priorities, build roadmaps, and deliver measurable results.
Preferred Qualifications:- Experience with automation technologies such as UiPath (RPA), APIs, Google Apps Script, SQL, or AI tools.
- New systems scoping, planning, implementation and maintenance.
- Experience with process improvement methodologies (e.g., Lean, Six Sigma) or equivalent practical experience.
- Strong program management experience with demonstrated ownership of end-to-end delivery and measurable business impact.
- Experience building scalable frameworks, systems, or reusable solutions beyond one-off improvements.
- Familiarity with eCommerce, supply chain, or fulfillment operations.
Total RewardsZoro'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.
Illinois
$86,800-$144,700 USD
