Senior B2B Program Manager

Balsam Brands is expanding its B2B channel and looking for a Senior Strategist to help improve and scale the customer and operational experience across the business. This role sits at the intersection of digital experience, commercial operations, analytics, and customer experience. You will partner closely with the GM of B2B Growth and cross-functional teams to identify friction points, improve workflows, support digital initiatives, and drive operational improvements that strengthen conversion, retention, and customer satisfaction. This is a high-execution individual contributor role for someone who is analytical, collaborative, customer-focused, and comfortable navigating ambiguity while driving work forward. This full-time position reports to the General Manager, B2B Growth and is expected to work in a hybrid model, which currently includes Monday, Tuesday, and Wednesday in-office. What you’ll do 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 What You Bring to the Table Required 5-8 years of experience in B2B ecommerce, digital operations, customer experience, product support, commercial operations, or related fields Experience using data and customer insights to identify problems and support business improvements Strong organizational and project coordination skills with the ability to manage multiple priorities effectively Ability to work cross-functionally and build productive working relationships across teams Strong written and verbal communication skills with the ability to simplify complex information clearly Demonstrated problem-solving skills and a solution-oriented mindset Comfort operating in a fast-paced and evolving environment Demonstrated AI literacy, including the ability to effectively understand, evaluate, and apply AI-enabled tools and technologies in business contexts Preferred Experience working with ecommerce platforms such as Shopify Plus, Magento, BigCommerce, or similar systems Familiarity with B2B ecommerce workflows including quoting, bulk ordering, account management, or ERP-related processes Exposure to customer journey analysis, operational process improvement, or digital experience optimization Experience in retail, gifting, seasonal, or omnichannel business environments What Success Looks Like In the first 90 days, you have developed a strong understanding of the B2B customer journey, core operational workflows, and key business priorities. You have identified opportunities for improvement and built productive relationships with cross-functional stakeholders. By the end of year one, you have contributed to measurable improvements in customer experience, operational efficiency, and B2B business performance through thoughtful analysis, effective execution, and strong cross-functional collaboration. The base pay range for this position is: $97,715 to $122,144. Where an individual falls within that range will vary based on several factors including geographic location and may vary depending on candidate qualifications and experience, applicable skills, and other job-related factors. We benchmark our pay ranges against current external data sources and regularly review compensation for our team members. Balsam Brands is committed to providing our team members with an internally fair, externally competitive, and fiscally prudent total compensation package administered in a simple and consistent manner. Benefits Competitive compensation, including a cash-based incentive plan; salary is reviewed yearly and may be adjusted as part of the normal compensation review process Comprehensive Medical, Dental, and Vision coverage, with 100% of monthly premiums covered for team members, and 85%+ employer-paid premiums for other coverage tiers that include dependents Up to $2,000 annual funding toward HSA accounts Medical, transit, dependent care FSA Infertility coverage offered on all medical plans Generous parental leave program and flexible return options Company-paid life and AD&D insurance Company-paid short and long-term disability insurance 401(k) with dollar-for-dollar company match up to $4,000 per calendar year Employee Assistance Program (EAP) and other mental health and wellness perks Paid holidays, annual shutdown week, PTO, and volunteer time-off (VTO) packages Paid 5-week sabbatical leave after 10 years of employment Annual continuous learning benefit up to $1,000 per person, per fiscal year Up to $300 flexible reimbursement to support setup of new team member's work-from-home environment Generous team member merchandise discount Valuable extras: identity theft protection, subsidized parking, monthly wellness, pet insurance, accident & critical illness insurance Equal Opportunity Employer At Balsam Brands, we strive to build a diverse, equitable, and inclusive team to fulfill our purpose to create joy together. Balsam Brands is proud to be an equal opportunity employer. We encourage people from all backgrounds, ages, abilities, and experiences to apply. We do not discriminate on the basis of race, ethnicity, religion, national origin, citizenship, marital or family status, disability, sexual orientation, gender identity or expression, pregnancy or caregiver status, veteran status, or any other legally protected status. We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application and interview process, to perform essential job functions, and to receive other benefits and privileges of employment. #J-18808-Ljbffr Balsambrands