Platform Director - Order Management & Product Technology Solutions

American Red Cross

9d • Remote

About The Position

We are seeking a strategic and results‑driven leader to define, deliver, and continuously improve business applications supporting Order Management, Order Fulfillment, and Customer Billing with an eye toward innovation. This role is responsible for setting and executing a multi‑year product and application strategy that aligns technology investments with business priorities and customer experience goals. The leader will act as a trusted partner to business stakeholders, translating operational and customer needs into scalable, reliable, and intuitive solutions. The platform director will be responsible for overseeing a portfolio of enterprise and customer‑facing applications, guiding cross‑functional teams through product vision, requirements definition, backlog prioritization, delivery, and adoption, and overseeing the customer support tickets process. The role ensures solutions meet performance, reliability, security, and compliance standards while driving measurable improvements in order accuracy, fulfillment efficiency, system stability, and user satisfaction. Success requires strong product leadership, stakeholder alignment, disciplined execution, and a continuous improvement mindset focused on business outcomes. Business Systems Integration (BSI) manages more than 100 systems across multiple value streams, covering all stages of the blood donation process from donor to recipient. These systems (SaaS, COTS, regulated, not regulated, Salesforce, homegrown, etc.) are crucial for continuous development, innovation, improvement, and problem-solving, enabling the American Red Cross to provide 60% of the nation’s blood supply. The BSI team consolidates all Biomedical systems and application product management into one unit. BSI identifies top solutions to meet business needs and optimizes those to support end-to-end processes. Partnering with Biomedical Information Technology and Business Units, BSI focuses on: System strategy planning and development of a product roadmap for all Biomedical systems Ensuring solutions meet business needs through continuous improvement and next-generation solutions, while maintaining quality and service delivery of blood products Coordinating agile software development lifecycles Assisting with the design, development, and deployment of reporting solutions for business operations This position is virtual / work from home and can be located anywhere in the United States. Some business travel is to be expected though it will be infrequent. Work hours follow an East-Coast schedule.

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.

Nice To Haves

• 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.
• Combination of candidate’s education and general experience satisfies requirements so long as the total years equate to description’s minimum education and general experience years combined (Certification cannot be substituted).

Responsibilities

• Product Strategy & Vision 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.
• Stakeholder & Cross Functional Leadership • 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.
• Requirements Definition & Backlog Management • 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.
• Execution & Delivery Oversight • 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.
• Operational & Customer Insight • 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.
• Change Management & Adoption • 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.
• Performance Measurement & Continuous Improvement • 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.
• Governance & Compliance • Ensure solutions adhere to enterprise architecture, security standards, and regulatory requirements. • Support budget planning, resource forecasting, and vendor management when applicable.

Benefits

• Medical, Dental Vision plans
• Health Spending Accounts & Flexible Spending Accounts
• PTO: Starting at 19 days a year; based on type of job and tenure
• Holidays: 11 paid holidays comprised of six core holidays and five floating holidays
• 401K with up to 6% match
• Paid Family Leave
• Employee Assistance
• Disability and Insurance: Short + Long Term
• Service Awards and recognition

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Number of Employees: 5,001-10,000 employees