Senior Director of Product – Customer & Commerce 

Ashley Furniture Industries 

 

Location: Tampa, FL   

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