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The world of eCommerce is a dynamic and ever-evolving landscape, and at its heart lies the Order Management System (OMS). This critical system orchestrates the complex dance of orders, inventory, and fulfillment, making it a key player in customer satisfaction and business success. But navigating the complexities of OMS product management requires a unique blend of technical expertise, business acumen, and leadership skills. In this Order Management Gurus discussion, three seasoned OMS product managers from leading retail brands offer a comprehensive guide to tackling the challenges and maximizing the opportunities in this exciting domain.
The Build vs. Buy Crossroads (00:06:40)
One of the first dilemmas facing OMS product managers is whether to build a custom solution or buy an existing one. This critical decision requires a deep understanding of your business needs, technical capabilities, and long-term goals. Our experts recommend starting with a crystal-clear product strategy, aligning with stakeholders on desired outcomes, and involving architecture and engineering teams early on to assess feasibility and leverage existing systems effectively.
Juggling Act: Balancing Internal and External Demands (00:09:43)
OMS product managers are constantly bombarded with requests from various stakeholders, each with their own priorities and agendas. Balancing these external demands with your own product roadmap requires skillful negotiation and prioritization. Securing dedicated funding for innovation and proactively aligning your team's vision with broader business goals are crucial for maintaining focus and driving meaningful progress.
OMS Data Takes Center Stage (00:14:59)
As OMS data like inventory and fulfillment options become increasingly integrated into the online shopping experience, collaboration between eCommerce and OMS product teams is more critical than ever. Our experts emphasize the importance of shared accountability and aligned OKRs to ensure a seamless and satisfying customer journey. This requires breaking down silos and fostering a culture of collaboration across teams.
The Stakeholder Symphony: Conducting Alignment (00:18:21)
OMS product managers often find themselves at the center of a complex web of stakeholders, each with their own perspectives and priorities. Mastering the art of stakeholder alignment requires deep business acumen, strong relationship-building skills, and the ability to connect initiatives to overarching organizational goals. By effectively communicating the value of OMS initiatives and demonstrating their impact on the bottom line, you can gain buy-in and drive consensus.
Roadmap Rescue: Reviving a Failing Strategy (00:23:53)
Inheriting a failing product roadmap can be a daunting challenge. Our experts recommend taking a deep breath and prioritizing ruthlessly. Focus on delivering quick wins to build momentum and regain trust, while simultaneously assessing the situation and identifying the root causes of failure. By taking a methodical and data-driven approach, you can steer the roadmap back on track and deliver value to the business.
Bringing Engineering Along for the Ride (00:26:22)
A strong engineering culture is the backbone of any successful OMS product team. Engage engineers early in the product development lifecycle, clearly communicate the "why" behind initiatives, and provide opportunities for them to contribute their expertise. By fostering a sense of ownership and shared understanding, you can empower your engineering team to deliver high-quality solutions that meet business needs.
AI/ML: The OMS Frontier (00:29:41)
The potential of AI/ML to transform OMS is undeniable, but it's crucial to approach it strategically. Focus on identifying clear use cases, ensuring data accessibility, and establishing measurable KPIs. Start with small, iterative POCs to validate concepts and demonstrate value before scaling up. Remember, AI/ML is a tool, not a magic bullet; its success hinges on careful planning and execution.
Assembling Your OMS Dream Team (00:33:14)
Building a high-performing OMS product team requires a diverse mix of talents. Combine product managers with deep domain expertise in the order lifecycle with data-driven optimization specialists. Consider adding analytics resources and process engineers to further strengthen your team's capabilities. Fostering a collaborative environment where individuals can learn from each other and contribute their unique strengths is essential for success.
Beyond Cost Reduction: Driving Revenue and Growth (00:39:22)
The OMS is not just a cost center; it can be a powerful engine for revenue and margin growth. Focus on efficiency improvements that enable scalability and enhance the customer experience. Optimizing inventory positioning, offering flexible fulfillment options, and personalizing the shopping journey are just a few ways OMS can drive business value.
Feature Adoption: The Final Hurdle (00:48:20)
OMS product managers own the success of their features, including user adoption. In organizations without dedicated change management resources, product managers must step up and drive adoption through effective communication, training, and iterative product improvements. Understanding the "why" behind user resistance and proactively addressing concerns can be the key to unlocking the full value of new features.
Customer Experience: A Shared Responsibility (00:52:09)
While everyone in the organization plays a role in customer experience, having a dedicated team or leader focused on the end-to-end journey can be invaluable. This independent group can act as an arbiter, ensuring alignment across teams and a cohesive brand experience that delights customers at every touchpoint.
UX: The Unsung Hero of OMS (00:54:08)
Despite often being overlooked, UX is critical for OMS products. Engage with users in the field, understand their pain points and workflows, and prioritize simplicity and ease of use in UI design. By creating intuitive and efficient tools, you can empower users to perform their tasks effectively and contribute to a positive overall experience.
By embracing these key principles and continuously adapting to the ever-changing eCommerce landscape, OMS product managers can play a pivotal role in driving business success and delivering exceptional customer experiences.
