Senior Digital Program Manager

East Coast Metal Distributors (ECMD) is a leading B2B distributor of HVAC equipment, supplies, and parts serving residential and commercial HVAC contractors and metal fabrication shops. ECMD carries Amana, Goodman, Daikin, and GREE equipment brands and operates as a subsidiary of Watsco, Inc. - the largest distributor of

HVAC/R equipment and related products in North America. ECMD's Durham, NC corporate office serves as the hub for digital, marketing, and business leadership functions.

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.

Responsibilities

E-Commerce Product Roadmap and Execution

• 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

Digital Adoption

• 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 Marketing Collaboration
• 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

Cross-Functional Leadership

• 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

Qualifications

• 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

Preferred

• 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