Digital Account Manager, Managed Programs

Digital Account Manager, Managed Programs

The Digital Account Manager, Managed Programs serves as the primary contact during the Managed Programs pilot while it evolves into a scaled partnership across internal teams, ensuring seamless execution of uniform solutions tailored to each client's enterprise and workforce requirements. This role blends digital program enablement and operational excellence to deliver exceptional service, optimize end-to-end processes, and drive long-term client satisfaction and program growth.

Inspired by Hard Work

At Carhartt, the values of hard work—dependability, honesty, and trust—are rooted in the legacy of our founder, Hamilton Carhartt. His commitment to serving hardworking people continues to inspire everything we do. Guided by his legacy and our mission— We serve and protect all hardworking people by building durable products —we remain dedicated to upholding these principles in every decision we make and every product we create.

Associate Responsibilities

• Serve as the primary contact during the Managed Programs pilot and transition to a scaled partnership model with internal teams, while remaining accountable for digital enablement, program readiness, and long-term success.
• Design, create, and steward repeatable operating models, SOPs, playbooks, and best practices that drive efficiency, consistency, scalability, and growth.
• Own order readiness, system configuration, and contract accuracy, ensuring programs are set up correctly for execution.
• Maintain accurate systems, documentation, and client portal information, ensuring digital data integrity and operational reliability.
• Partner cross-functionally on inventory readiness and demand forecasting alignment to ensure contract compliance and long-term service continuity.
• Collaborate with IT and the D2C Digital Center of Excellence to troubleshoot digital issues, enhance system performance, and recommend operational improvements.
• Track and manage SLAs, KPIs, and adoption metrics, using data to optimize program performance, customer outcomes, and ROI.
• Deliver performance reporting, including usage trends, service metrics, adoption insights, and ROI analysis, to inform program and product decisions.
• Conduct insight-led business reviews and feedback sessions focused on optimization, expansion, and digital adoption.
• Identify and drive opportunities for program expansion, optimization, innovation, and continuous improvement through data analysis and customer insights.

Required Education

• Bachelor's degree (preferably in business or related field) or equivalent experience

Required Skills & Experience

• 5+ years of B2B account management experience with a strong digital focus; apparel industry experience preferred. Customization experience a plus.
• 1+ years of Project Management experience required.
• Experience and understanding of account management, including processes and technology.
• Excellent written and oral communication skills with the proven ability to communicate with all levels and clients.
• Knowledge of relevant computer applications including Outlook, Excel, MS Word, MS Powerpoint, Adobe, and Business Intelligence.
• Strong analytical and problem-solving skills.
• Ability to work creatively and independently within a team environment working with minimal supervision – self-motivated.
• Ability to exercise sound judgment in determining effective solutions while keeping Carhartt and the customers' best interest in mind.

Physical Requirements and Working Conditions

• Typical work from home and/or office environment.
• Extended periods of time sitting, standing, typing on a computer is required
• May be required to lift up to 30lbs.
• Minimal travel may be required. (Up to 20%)
• This position has a Remote location: Associate will have no regular requirement to be on-site. Travel on-site is limited to special events.
• Carhartt is a tobacco free workplace.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, disability, religion, national origin, gender, gender identity, gender expression, marital status, sexual orientation, age, protected veteran status, or any other characteristic protected by law.

All associates are required to understand and act in accordance with the Carhartt Core Values. Carhartt reserves the right to change, modify, suspend, interpret or cancel in whole or in any part, the job duties outlined above at any time and without advance notice to the employee.