Remote Escalations Representative Jobs in Renton, WA

Company Overview

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiated end-to-end service offerings, there's really only one: Zones - First Choice for IT.

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner customers need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing a high level of certifications from key partners, Zones has mastered the science of building digital infrastructures that change the way business does business, ensuring customers can Consider IT Done.

Position Overview

The Director of E-commerce is responsible for accelerating Zones' digital commerce growth by driving adoption, utilization, and revenue through Zones' e-commerce platforms, digital procurement capabilities, customer integrations, online catalog strategies, and self-service purchasing solutions. This role partners cross-functionally with Sales, Marketing, PPM, Pricing, Digital, Supply Chain, and Operations to identify customer needs, remove friction from the digital buying experience, and develop scalable programs that increase online revenue, customer engagement, operational efficiency, and share of wallet.

The successful candidate will combine business development discipline, e-commerce expertise, customer-facing communication, analytical rigor, and strong internal collaboration skills to expand digital commerce adoption across commercial, enterprise, public sector, healthcare, and SMB customer segments.

While this role is primarily remote the ability to work in either our Carol Stream IL, or Auburn WA locations will be required, we can only consider candidates in either location.

What you will do as the Director of E-commerce

The requirements below are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change as the market evolves.

Digital Commerce Growth & Business Development

• Drive revenue, gross margin, customer adoption, and transaction growth through Zones' digital commerce platforms and customer-facing e-procurement capabilities.
• Develop and execute quarterly and annual digital commerce growth plans aligned to company, segment, and partner priorities.
• Assist in driving Market Development Funds (MDF) and partner engagement to invest in Zones e-commerce initiatives.
• Identify target accounts and customer segments with strong potential for online purchasing, catalog adoption, punchout, B2B integration, and self-service procurement.
• Partner with Sales to position e-commerce capabilities as part of customer acquisition, retention, and share-of-wallet expansion strategies.
• Support strategic customer pursuits by presenting Zones' digital commerce value proposition, procurement workflow capabilities, catalog solutions, and integration options.

Customer Enablement & Adoption

• Lead customer discovery conversations to understand procurement processes, approval workflows, catalog requirements, reporting needs, and integration opportunities.
• Coordinate onboarding plans that improve customer time-to-value for Zones' online purchasing and procurement tools.
• Work with customers and internal teams to increase adoption of online ordering, quote-to-order workflows, order status visibility, standard catalogs, custom catalogs, and recurring purchasing processes.
• Serve as a subject matter expert for digital commerce capabilities during customer meetings, business reviews, demos, and implementation discussions.
• Gather customer feedback and translate it into actionable requirements that improve platform usability, digital merchandising, reporting, and customer experience.

Cross-Functional Program Leadership

• Collaborate with Sales, Marketing, PPM, Pricing, Digital, Supply Chain, Operations, Finance, and Services teams to align digital commerce initiatives with customer and business priorities.
• Partner with Digital and product teams to prioritize platform enhancements, merchandising improvements, customer integration needs, and workflow automation opportunities.
• Coordinate with Pricing and PPM to support online catalog strategy, featured product placement, attach/cross-sell opportunities, promotional visibility, and customer-specific pricing requirements.
• Support Marketing in building campaigns, customer communications, and sales enablement materials that promote Zones' digital commerce capabilities.
• Act as an escalation point for digital commerce adoption barriers, customer issues, and process gaps that affect customer satisfaction or revenue growth.

Analytics, Reporting & Operational Excellence

• Monitor digital commerce performance, including online revenue, gross margin, active customers, transaction volume, customer adoption, catalog utilization, search behavior, conversion trends, and customer engagement.
• Use data to identify growth opportunities, adoption gaps, customer friction points, and process improvements.
• Develop performance summaries, pipeline views, customer adoption reporting, and business review materials for leadership and cross-functional stakeholders.
• Track customer onboarding progress, platform enhancement requests, issue resolution, and measurable business outcomes.
• Recommend process improvements that reduce manual effort, improve customer self-service, increase operational efficiency, and strengthen the overall digital buying experience.

Sales Enablement & Market Awareness

• Educate sales teams on Zones' e-commerce capabilities, digital procurement tools, customer integration options, and value propositions.
• Create and support sales plays, talk tracks, training sessions, customer demos, and enablement materials that help sellers position digital commerce solutions effectively.
• Stay current on B2B e-commerce, digital procurement, marketplace, integration, catalog management, and customer experience trends.
• Provide competitive and market intelligence related to customer procurement expectations, self-service buying models, and digital commerce best practices.

What you will bring to the team

• Bachelor's degree in Business, Marketing, Technology, E-commerce, or a related field, or equivalent relevant experience.
• 8+ years of experience in e-commerce, retail/e-commerce sales, or digital sales in a technology solution provider environment.
• Experience driving adoption, utilization, or revenue growth through B2B e-commerce platforms, online catalogs, digital procurement tools, punchout solutions, marketplaces, or customer integrations.
• Strong understanding of B2B sales motions, customer procurement workflows, catalog management, pricing processes, and digital customer experience.
• Proven ability to partner with sales teams and customer stakeholders to identify business needs, develop solutions, and drive measurable outcomes.
• Strong analytical skills with the ability to interpret performance data and translate insights into action.
• Excellent presentation, written communication, executive communication, and cross-functional collaboration skills.
• Ability to manage multiple priorities, coordinate stakeholders, and execute in a fast-paced environment.
• Proficiency with Microsoft Excel, Power BI, CRM platforms, and business reporting tools.

Preferred Experience

• Experience within a value-added reseller, solution provider, technology distributor, OEM, marketplace, retail, or enterprise B2B commerce environment.
• Experience supporting customer punchout, EDI, API, ERP, procurement platform, or marketplace integrations.
• Knowledge of IT product categories, including endpoints, accessories, software, cloud, networking, data center, security, lifecycle services, and managed/professional services.
• Experience working with digital products, merchandising, pricing, online promotions, marketing automation, or customer analytics teams.
• Familiarity with enterprise procurement platforms and customer buying workflows.

Compensation

Qualified candidates can expect a salary range of $185K-$215K plus bonus. Final compensation will be determined based on experience, skills, location, internal equity, and other job-related factors.

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Zones offers a comprehensivebenefits package

While we're committed to providing top-tier solutions, we're just as committed to supporting our team. Team members enjoy a variety of comprehensive benefits, including medical, dental, and vision coverage; life insurance; disability insurance; voluntary accident, hospitalization, and critical illness insurance options; a 401(k) plan with matching provision; and more. Generally, Zones currently offers paid time off and personal sick leave in compliance with individual state requirements.

At Zones, work is more than a job-it is an exciting career on a global team that is client-centric, passionate about technology, and committed to embracing change and lifelong learning in a collaborative culture. As a Minority Business Enterprise and Corporate Plus member of the Northwest Minority Supplier Development Council, and as an Equal Employment Opportunity Employer, our community is just as diverse. If you're interested in working on the cutting edge of IT innovation, sales, engineering, operations, administration, and more, Zones is the place for you.

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, age, genetic information, or pregnancy.

Zones participates in E-Verify, a system that compares information from a team member's Form I-9 to federal records to confirm eligibility to work in the United States.