Senior Director of Product – Customer & Commerce

Senior Director of Product – Customer & Commerce

Ashley Furniture Industries

Location: Tampa, FL (Relocation assistance)

Reports To: SVP of Product

Travel: 20-25%

About the Role

The Senior Director of Product – Customer & Commerce will lead AI-first product strategy and execution for Ashley Furniture's customer-facing technology portfolio, including order management systems (OMS), wholesale B2B sales platforms, and customer service solutions. This leader will drive AI and innovation across the sales and service experience to improve order accuracy, accelerate order-to-delivery cycles, enhance wholesale customer satisfaction, and empower customer service teams to deliver exceptional support.

Key Responsibilities

Product Strategy & Vision

• Develop and execute 3-5 year product vision for sales and service technology ecosystem aligned with revenue growth and customer experience goals
• Create strategic product roadmaps balancing immediate business needs with long-term innovation initiatives
• Identify opportunities to leverage AI, automation, and self-service technologies to enhance sales efficiency and customer satisfaction
• Define success metrics including order accuracy, cycle time, customer satisfaction scores, and sales team productivity

Product Ownership & Execution

Order Management System (OMS)

• Own OMS product strategy covering order capture, validation, allocation, fulfillment orchestration, and tracking across all channels
• Drive features for multi-channel order intake (EDI, B2B portals, sales rep entry, customer self-service)
• Optimize order-to-delivery workflows including credit verification, inventory allocation, order splitting, and shipment consolidation
• Enable real-time order visibility and status tracking for customers, sales reps, and service teams
• Support complex furniture-specific requirements including custom configurations, build-to-order processes, and set grouping
• Ensure seamless integration between OMS, inventory systems, manufacturing, warehouse operations, and financial systems

Wholesale B2B Sales Platform

• Lead product strategy for B2B sales portals serving Ashley's 6,000+ retail partners across 35 countries
• Develop self-service capabilities for catalog browsing, order placement, order history, and account management
• Drive personalized customer experiences including customer-specific pricing, contract terms, product visibility, and promotions
• Build features supporting furniture wholesale needs including visual merchandising, room planning tools, and specification sheets
• Facilitate collaboration between wholesale customers and Ashley sales teams through shared workflows
• Support mobile-first experiences for sales reps and customers ordering on-the-go

Customer Service Solutions

• Define product strategy for customer service platforms including CRM, case management, and service desk tools
• Streamline customer issue resolution through unified customer views, case routing, and automated workflows
• Enable omnichannel service delivery across phone, email, chat, and self-service portals
• Drive knowledge management and self-service capabilities reducing repetitive inquiries
• Provide service teams with comprehensive customer context including order history, previous issues, and account details
• Build analytics and reporting for service performance, customer satisfaction, and issue trend identification
• Support proactive customer communication for order updates, delivery scheduling, and issue resolution

Cross-Platform Integration & Data

• Ensure seamless data flow between sales, order management, customer service, ERP, and operational systems
• Create single source of truth for customer data, order data, and interaction history
• Define API strategies and integration architectures supporting external partner systems and marketplaces
• Enable real-time data synchronization and event-driven workflows across sales and service platforms

Leadership & Collaboration

• Build and manage product team of 4-6 product managers and analysts focused on sales and service domains
• Partner with VP of Sales, VP of Customer Service, and business leaders to understand requirements and drive solutions
• Manage relationships with technology vendors for OMS, CRM, and B2B commerce platforms
• Present product strategies, roadmaps, and performance metrics to executive leadership
• Lead cross-functional teams through agile development and product delivery
• Foster culture of customer obsession, data-driven decision-making, and continuous improvement

Required Qualifications

Experience & Education

• Bachelor's degree in Business, Computer Science, Engineering, or related field; MBA preferred
• 10+ years product management experience with 5+ years in order management, B2B commerce, or customer service technology
• 3+ years leadership experience managing product teams
• Proven track record delivering enterprise-scale sales and service products in manufacturing, wholesale, or retail

Domain Expertise

• Deep understanding of order management systems and order-to-delivery processes
• Knowledge of B2B wholesale sales including pricing models, customer segmentation, and channel management
• Experience with customer service platforms, CRM systems, and case management tools
• Familiarity with furniture industry or complex product sales (customization, configurations, lead times)
• Understanding of EDI, API integrations, and multi-system data orchestration

Skills & Competencies

• Strong product management fundamentals: strategy, road mapping, prioritization, agile methodologies
• Data-driven approach with ability to analyze customer behavior, sales metrics, and service performance
• Understanding of B2B ecommerce platforms, order management software, and CRM solutions
• Executive presence with ability to influence and communicate complex concepts effectively
• Change management experience driving adoption of new sales and service technologies
• Financial acumen including revenue impact analysis and business case development