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Sr Manager, Design Operations, Zoro


Remote, IL, US, N/A

Date:  Sep 23, 2022

Company Summary 

Zoro offers millions and millions of products – an endless aisle with everything you need to run your business. We offer fast and free shipping, no-hassle returns, and exceptional customer service. We’ve grown quickly in a short time and are continuing to do so while aggressively growing our revenue. We are excited to be a part of an award-winning culture – we have been named a Great Place to Work for multiple years in a row, among other local and national accolades. We think Zoro is a pretty amazing place to work and grow, and think you will too!


Primary Function

ZAs Zoro continues to grow our Experience Design, Product, and Engineering organizations, we are looking for a Design Operations Manager to ensure we have processes, tools, and measures in place that support designers in creating consistent, quality designs and creating the conditions where designers and design managers can be most successful. Working within the Experience Design (XD) team and reporting to the Sr. Director of Customer Experience, the Design Operations Manager handles:

  • Workflow: How design work flows through the XD team and across Zoro
  • Tools: Ensures the design team has the tools to get the job done
  • Governance: Who needs to see the work, and when
  • Infrastructure: What the team needs to work more efficiently
  • Pipeline: Ensures there is clarity on projects coming up and how well staffed the team is
  • Evangelization: Help the company understand the value of design
  • Culture: Helping build and maintain a thriving design community


Duties and Responsibilities

  • Manage and champion the operational creative processes; establishing workflow, process standards and best practices to drive efficiency and quality in our work product and that facilitate innovation and creativity in the organization.
  • Research, evaluate, recommend and procure the tools we use for design, prototyping, asset management, etc.; partner with Design leadership team, procurement, finance and IT as necessary to gain input, buy-in, and support for new technology.
  • Stay on top of industry standards and trends in order to provide design process, tool, and system recommendations and serve as a change agent for continuous improvement.
  • Develop relationships within the Design organization and cross-functionally to understand each team and stakeholders needs; serve as design operations lead on cross-functional process alignment projects.
  • Promote a culture of excellence around our design operations and codify usage of tools and practices within the design practice; communicate processes and changes clearly, build necessary buy-in for adoption of tools and new ways of working, codify usage of tools and practices with the design practice.
  • Manage the employee on-boarding process to ensure all team members understand our design operations and have everything they need to hit the ground running; create and lead trainings and communication to introduce new tools or ways of working for existing employees.
  • Act as a bridge between the XD team and the Engineering and Product Management teams, connecting all groups and making sure inter-dependencies are understood and planned for effectively.
  • Implement or drive required changes to make sure designers are working at optimum efficiency.
  • Provide Sr. Director of CX with visibility and updates of current projects, resource utilization, and team performance.
  • Align with Marketing and Creative Services on a shared design language to ensure a coherent brand experience for customers on and off
  • Define and create a process to receive design requests and prioritize them
  • Organize and maintain design symbol libraries and other shared asset resources
  • Promote and demonstrate effective teamwork, communication and workflow between XD and its external partners
  • Collect feedback from stakeholders to continually improve and assess our existing processes.
  • Define approaches for improving design delivery in a remote-only, distributed environment



  • Bachelor degree or equivalent experience, ideally training in Human-Centered Design, Design Thinking, Human Factors, or related field.
  • 5+ years of experience with delivering and managing delivery of design in an agile framework; experience working in design operations, design agencies, or design program management preferred
  • Fluent in many of the tools in our design toolkit (Sketch, InVision, Abstract, Axure, Lucid Chart, Mural) with a clear perspective on when, where, and how they are most useful.
  • Experience working with or managing design systems or complex symbol libraries
  • Deep experience working with creative/design teams, understanding how to integrate process with creative minds
  • Experience managing the operations for a mid to large size design team
  • Experience working with both product and marketing design teams
  • Experience with agile development and methodologies, including knowledge of Atlassian JIRA and Confluence platforms for agile collaboration and workflow management
  • Thorough understanding of the creative development processes
  • Ability to understand complex programs, scope and prioritize projects, define schedules, and work independently
  • Know online and mobile technologies and their impact on the feasibility of design solutions
  • Experience with design prototyping or front-end programming a plus
  • Excellent communication, presentation, and persuasion skills; successful in building buy-in with stakeholders and senior management
  • Ability to juggle multiple priorities and effectively deliver in a dynamic environment
  • Familiarity with web accessibility guidelines and standards (e.g., WCAG 2.1 AA and ADA Section 508 compliance) is preferred.


Zoro Values & Inclusive Culture

  • We share a commitment to our Zoro values – Win & Lose Together (we prefer winning!), Take Ownership, We Are Transparent, and Aspire to be Customer-Obsessed. Everything we do at Zoro is centered around delighting our customers. It's a natural extension of our company culture and how we care for each other. We believe when we act in ways that are consistent with these values, we can solve any challenge that lies ahead of us. As a Zoro employee, you can expect to work with smart, energetic people, learn something every day, and be valued for your perspective.
  • Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented, and all team members can be confident that their experiences and perspectives are valued. Zoro aims to empower all employees to learn about, raise awareness, and promote diversity and inclusion through all of our workplace interactions.


EEOC Statement

Zoro is an Equal Opportunity Workplace and an Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.