Ashley Furniture Industries is looking to improve its customer-facing technology portfolio, including order management systems (OMS), wholesale B2B sales platforms, and customer service solutions, by leveraging AI and innovation to enhance order accuracy, accelerate delivery cycles, improve wholesale customer satisfaction, and empower customer service teams.
Requirements
- 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
- Understanding of EDI, API integrations, and multi-system data orchestration
- Understanding of B2B ecommerce platforms, order management software, and CRM solutions
- Strong product management fundamentals: strategy, road mapping, prioritization, agile methodologies
- Data-driven approach with ability to analyze customer behavior, sales metrics, and service performance
Responsibilities
- 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
- Lead product strategy for B2B sales portals serving Ashley's 6,000+ retail partners across 35 countries
- Define product strategy for customer service platforms including CRM, case management, and service desk tools
- Ensure seamless data flow between sales, order management, customer service, ERP, and operational systems
Other
- 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
- Bachelor's degree in Business, Computer Science, Engineering, or related field; MBA preferred
