Platform Director - Order Management & Product Technology Solutions

The American Red Cross is the world's largest humanitarian network, seeking a strategic and results-driven leader for the role of Platform Director. This position is responsible for defining and delivering business applications that support Order Management and Customer Billing, ensuring alignment with business priorities and customer experience goals.

Responsibilities:

• Develop and communicate a compelling product vision and multi-year roadmap aligned with business objectives in fulfillment, logistics, and order management
• Translate business goals, operational challenges, and customer insights into clear product strategies
• Continuously assess industry trends, competitive offerings, and emerging technologies to identify opportunities for innovation
• Partner closely with execution, process excellence, software engineering, IT, and finance, to define product needs and prioritize value
• Serve as the primary liaison between business stakeholders and technical teams, ensuring shared understanding of goals and constraints
• Facilitate clear communication, alignment, and decision making across teams
• Ensure the creation of detailed user stories, acceptance criteria, process flows, and feature definitions in part from consultation with diverse stakeholders
• Own the product backlog — actively influence the priorities based on business value, technical complexity, and strategic alignment while remaining flexible for the business prioritization process and ESC direction to determine what comes next
• Work with engineering, vendors, and business stakeholders to lead discovery, design, prototyping, and estimation of prioritized epics, features, and stories
• Work with engineering, vendors, and business stakeholders to plan releases, maintain delivery timelines, and manage risks
• Support sprint planning, backlog refinement, and daily standups as needed
• Validate delivered functionality through testing, user feedback sessions, and operational pilots
• Ensure product changes deliver intended business outcomes, including performance, reliability, and user adoption
• Deeply understand user workflows across middle and last mile needs including distribution centers, transportation hubs, and order to delivery processes
• Analyze data, KPIs, and pain points to identify opportunities for optimization
• Gather continuous feedback from end users to refine features and uncover unmet needs
• Partner with training and operations leadership to support rollout and adoption of new tools and enhancements
• Communicate product changes, benefits, and impacts to stakeholders in clear, business friendly language
• Monitor adoption metrics and proactively address barriers to use by partnering with execution and process excellence
• Define and track product KPIs to measure success (e.g., order accuracy, fulfillment throughput, cycle times, system reliability), published in a portfolio dashboard including all systems the team owns
• Consistently monitor performance stats including uptime/downtime, data integrations, ticket volumes, and other data to ensure the systems are well controlled and serving the business need with few interruptions
• Use insights and analytics to iterate on the product roadmap
• Drive a culture of continuous improvement, ensuring the product evolves as business needs grow
• Ensure solutions adhere to enterprise architecture, security standards, and regulatory requirements
• Support budget planning, resource forecasting, and vendor management when applicable

Requirements:

• Bachelor's degree required
• Minimum 7 years of related experience or equivalent combination of education and related experience required
• 5 years of management experience
• 3 years of product management experience
• Effective verbal and written communication skills
• Ability to apply technical expertise to resolve problems
• Ability to effectively prioritize and execute tasks efficiently
• Effective Management skills
• Ability to plan strategy and drive results
• Ability to work on a team
• Travel: may be required
• Ownership of product vision and multi‑year roadmaps for Order Management, Order Fulfillment, and customer‑facing applications
• Proven ability to translate business strategy and customer needs into executable product and application strategies
• Experience balancing long‑term strategic investments with near‑term delivery commitments
• Comfort operating with executive‑level ambiguity, setting direction where requirements are not fully defined
• Experience leading portfolio-level strategy
• A sense of unparalleled passion, energy, and eagerness to contribute to and support the mission of the Red Cross