Senior B2B Program Manager

B2B Digital Experience

Support ongoing improvements to the end-to-end B2B customer journey, including discovery, account setup, ordering, reordering, and self-service experiences.
Identify customer pain points and operational friction through data analysis, stakeholder feedback, and customer insights.
Partner with technology, marketing, merchandising, and customer service teams to support implementation of B2B-specific digital enhancements.
Help evaluate opportunities to improve usability, efficiency, and conversion across B2B experiences.
Contribute to roadmap planning by surfacing customer and operational insights that inform prioritization.

Commercial Operations & Process Improvement

Document and analyze current B2B workflows across quoting, ordering, fulfillment, and support processes.
Identify operational inefficiencies and recommend scalable improvements.
Support cross-functional coordination to improve customer experience and reduce manual work.
Create and maintain process documentation, playbooks, SOPs, and knowledge-sharing resources.
Participate actively in projects and collaborate effectively across teams to drive execution.

Analytics & Business Insights

Monitor B2B performance metrics including conversion, average order value, repeat purchase behavior, fulfillment speed, and customer satisfaction.
Analyze data to identify trends, gaps, and opportunities for improvement.
Build structured recommendations and business cases using data and customer insights.
Track initiative outcomes and share results with stakeholders to support continuous improvement.

Customer & Market Understanding

Develop understanding of B2B customer segments including corporate gifting, hospitality, facilities, and enterprise buyers.
Gather and synthesize feedback from customers, internal partners, and service teams to identify recurring themes and opportunities.
Stay informed on B2B ecommerce trends, customer expectations, and competitive practices relevant to Balsam’s business.