Platform Director - Order Management & Product Technology Solutions

The American Red Cross is the world's largest humanitarian network, and they are seeking a strategic leader to oversee business applications supporting Order Management and Customer Billing. This role focuses on setting a multi-year product strategy that aligns technology with business priorities while ensuring solutions meet performance and compliance standards.

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