Senior Digital Program Manager

East Coast Metal Distributors•Durham, NC

About The Position

The Senior Digital Program Manager serves as the operational and strategic engine behind digital commerce at East Coast Metal Distributors. This individual owns the day-to-day execution of the ecommerce product roadmap, drives digital adoption across the business, and manages cross-functional development and adoption team members. This person bridges technology, sales, operations, and marketing, translating strategic digital goals into executed product features, measurable adoption outcomes, and consistently improving customer digital experiences in the B2B HVAC distribution industry.

Requirements

5+ years of e-commerce or digital program management experience, preferably in B2B distribution, wholesale, or industrial verticals
Proven ability to own and execute a digital roadmap from backlog grooming through sprint delivery and launch
Experience running Agile/Scrum ceremonies including standups, sprint planning, retrospectives, and backlog grooming
Strong understanding of e-commerce platforms and digital commerce technology
Demonstrated success driving digital adoption, customer engagement, or e-commerce penetration growth
Proficiency with CRM platforms, preferably Salesforce; ability to leverage CRM data for adoption targeting and reporting
Experience working cross-functionally with sales, marketing, operations, and technology teams
Analytical mindset; comfortable building and interpreting dashboards, reports, and performance data in BI tools
Strong written and verbal communication skills; able to translate technical concepts for non-technical stakeholders
Experience building and maintaining product documentation, feature knowledgebases, or internal wikis that serve crossfunctional teams
Experience managing direct reports or cross-functional team members

Nice To Haves

Experience in HVAC, building materials, industrial distribution, or a related B2B trade industry
Familiarity with EDI, ERP integrations, or automated inventory/ ordering systems in a distribution context
Experience with mobile app product management
Exposure to AI-powered digital tools such as chatbots, recommendation engines, or technical support tools
Working knowledge of digital marketing channels including email, SEO, and paid search as they relate to e-commerce performance

Responsibilities

Partner with the VP of Digital to co-develop the ECMD e-commerce product roadmap; own all day-to-day execution of that roadmap
Translate business priorities into clearly defined, sequenced, and estimated product features and epics
Maintain and groom the product backlog; write and refine user stories, acceptance criteria, and requirements documentation
Run daily development standups; ensure sprint commitments are met and blockers are cleared quickly
Coordinate with developers to ensure daily delivery velocity and roadmap alignment
Own QA acceptance for shipped features; ensure releases meet business requirements before go-live
Track and report product delivery metrics, sprint velocity, and roadmap progress to VP of Digital and senior stakeholders
Build and maintain a comprehensive, centralized knowledgebase and document library covering all ECMD website and mobile app features, including feature summaries, user guides, release notes, and technical context; ensure this resource is well-organized, current, and easily accessible to all relevant stakeholders including sales, operations, marketing, and development teams
Own ECMD digital adoption goals and targets; develop and manage adoption plans in partnership with sales leadership and operations teams
Work closely with the ECMD E-Commerce Customer Service Representative to support digital customer-facing service activities and reinforce adoption at the account level
Build and maintain adoption reporting dashboards, territory-level target lists, and measurement infrastructure leveraging Salesforce and BI platforms
Partner with ECMD sales and operations teams to embed digital adoption into the sales culture; equip salespeople with tools, data, and talking points to convert customers to digital
Identify and act on digital adoption gaps by customer segment, product category, territory, and account type
Monitor and report customer digital engagement trends; escalate attrition risk accounts and recommend intervention strategies
Serve as primary digital stakeholder to the Marketing Operations Manager; define e-commerce marketing priorities, campaign needs, and feature-launch support requirements for the Marketing Ops function to execute
Champion product category e-commerce growth by providing ECMD product managers and brand teams with digital performance data and campaign recommendations
Support promotional planning, content strategy, and digital merchandising decisions that drive online revenue
Act as the primary digital voice in cross-functional meetings with sales, operations, IT, and executive leadership at ECMD
Build strong relationships with ECMD stakeholders to ensure digital initiatives are aligned to business needs and adopted at scale
Communicate roadmap status, adoption performance, and strategic priorities clearly to ECMD leadership