Balsam Brands

Senior B2B Program Manager

Redwood City, CA · Senior · Full-time

Sponsorship not specified$98k-$122kDetected 12 days ago

Data AnalysisRoadmappingAccount ManagementProcess ImprovementERPCustomer SupportShopifyCommunicationProblem Solving

About the role

Balsam Brands is expanding its B2B channel and looking for a Senior B2B Program Manager 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.
This is a high-execution individual contributor role for someone who is analytical, collaborative, customer-focused, and comfortable navigating ambiguity while driving work forward.

Responsibilities

Support ongoing improvements to the end-to-end B2B customer journey, including discovery, account setup, ordering, reordering, and self-service experiences
Partner with technology, marketing, merchandising, and customer service teams to support implementation of B2B-specific digital enhancements
Document and analyze current B2B workflows across quoting, ordering, fulfillment, and support processes
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
Build structured recommendations and business cases using data and customer insights
Track initiative outcomes and share results with stakeholders to support continuous improvement
Develop understanding of B2B customer segments including corporate gifting, hospitality, facilities, and enterprise buyers
Experience using data and customer insights to identify problems and support business improvements

Requirements

5-8 years of experience in B2B ecommerce, digital operations, customer experience, product support, commercial operations, or related fields
Strong written and verbal communication skills with the ability to simplify complex information clearly
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
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.

Nice to have

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

Compensation

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.
$97,715 to $122,144.
Competitive compensation, including a cash-based incentive plan; salary is reviewed yearly and may be adjusted as part of the normal compensation review process

Benefits

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 short and long-term disability insurance
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

Company info

Balsam Brands is a global, omnichannel retailer with roots in Christmas and seasonal décor. We strive for excellence in everything we do and present a unique opportunity for those seeking to have a meaningful impact in a people-first company that values relationship building, authenticity, and doing the right thing. We have steadily growing teams in Boise, the Bay Area, Dublin, Canada, Mexico, and the Philippines.
The company's mission is to create joy together. We empower our team and partners to love what they do, provide products and experiences that inspire meaningful moments with family and friends, and give back to our families and communities in impactful ways. When you join Balsam Brands, you'll find a culture of caring people doing challenging work and building a welcoming workplace.
Check out our flagship brand, Balsam Hill: www.balsamhill.com
Balsam Brands in Forbes: https://bit.ly/balsambrandsforbes2023
Balsam Brands is a global, omnichannel retailer with roots in Christmas and seasonal décor.
We strive for excellence in everything we do and present a unique opportunity for those seeking to have a meaningful impact in a people-first company that values relationship building, authenticity, and doing the right thing.
We have steadily growing teams in Boise, the Bay Area, Dublin, Canada, Mexico, and the Philippines.
The company's mission is to create joy together.
We empower our team and partners to love what they do, provide products and experiences that inspire meaningful moments with family and friends, and give back to our families and communities in impactful ways.
When you join Balsam Brands, you'll find a culture of caring people doing challenging work and building a welcoming workplace.
Balsam Brands on LinkedIn: http://www.linkedin.com/company/balsam-brands/
Glassdoor: https://bit.ly/balsambrands-glassdoor
At Balsam Brands, we strive to offer a competitive compensation and benefits package.
For permanent, full-time team members, our current package includes:

Equal opportunity

Balsam Brands is proud to be an equal opportunity employer.

Visa & Work Authorization

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, vete

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This listing is sourced directly from Balsam Brands's careers page and normalized into a canonical job model.