Senior Manager, E-Commerce & Digital Product

Position Summary

The Senior Manager, E-Commerce & Digital Product serves as ECMD's business owner for e-commerce and customer-facing digital capabilities. This position owns ECMD's digital product priorities, translates customer and business needs into clear requirements, and works with ECMD stakeholders and Watsco e-commerce leadership to support capabilities that create value for ECMD and the broader Watsco ecosystem. The role represents ECMD throughout product discovery, planning, testing, launch, and adoption. It combines e-commerce leadership, business analysis, technical fluency, quality assurance, analytics, communication, and cross-functional coordination. The successful candidate will use customer data platform data, business intelligence reporting, web analytics, transaction data, customer feedback, and Salesforce information to identify adoption opportunities and improve measurable customer and business outcomes.

Key Responsibilities

E-Commerce Strategy and Product Ownership

• Own ECMD's business-side e-commerce and digital product roadmap in partnership with the Vice President of Marketing & Digital Transformation.
• Identify opportunities to improve online ordering, product discovery, account self-service, mobile capabilities, customer support, and associate productivity.
• Gather input from customers, territory managers, branches, product teams, customer service, marketing, operations, and leadership.
• Define business problems, customer needs, desired outcomes, and success measures for digital initiatives.
• Recommend priorities based on customer value, business impact, adoption potential, dependencies, effort, and risk.
• Represent ECMD's business needs in planning discussions with Watsco e-commerce leadership and other digital stakeholders.

Business Analysis and Initiative Coordination

• Translate business and customer needs into clear requirements, workflows, use cases, business rules, and acceptance criteria.
• Define ECMD-specific requirements related to customer accounts, product information, search, pricing, availability, ordering, checkout, fulfillment, order status, and self-service.
• Coordinate ECMD's participation in shared e-commerce initiatives and platform improvements.
• Track ECMD-related features, dependencies, decisions, risks, issues, and target releases.
• Communicate status, open decisions, and potential customer impacts to ECMD stakeholders.
• Work effectively with product and technology teams and understand APIs, integrations, data flows, dependencies, and technical tradeoffs.
• Maintain clear requirements, decisions, process documentation, and other supporting materials.

Quality Assurance and User Acceptance Testing

• Develop ECMD test scenarios and acceptance criteria for new features and platform changes.
• Conduct or coordinate functional testing, user acceptance testing, and regression testing from ECMD's business and customer perspective.
• Confirm that new capabilities meet documented business requirements and do not negatively affect existing ECMD website or mobile-app functions.
• Test critical workflows such as product search, pricing, account access, cart, checkout, ordering, and order status.
• Document defects clearly and coordinate their evaluation and resolution with appropriate teams.
• Provide business validation and launch-readiness recommendations before significant changes are introduced.
• Monitor releases after launch and escalate customer, associate, operational, or commercial impacts.

Feature Launches, Communication, and Documentation

• Develop launch-readiness plans for new features and significant platform changes.
• Coordinate feature announcements, demonstrations, training, and adoption support for customers and associates.
• Create and maintain feature summaries, user guides, frequently asked questions, release notes, process documentation, and training materials.
• Equip sales, branches, customer service, and other customer-facing teams with clear talking points and supporting resources.
• Gather post-launch feedback and recommend product, process, communication, or training improvements.

Digital Adoption, Analytics, and Commercial Performance

• Own ECMD's digital adoption goals, measurement approach, and supporting initiatives.
• Analyze customer data platform, business intelligence, web analytics, Salesforce, transaction, and e-commerce data to identify adoption successes, gaps, and growth opportunities.
• Evaluate digital engagement by customer, territory, region, branch, salesperson, account segment, product category, feature, and other relevant dimensions.
• Identify customers who are not using relevant digital capabilities, whose engagement is declining, or who may be ready to adopt additional tools.
• Analyze customer journeys to identify friction in product discovery, account access, ordering, checkout, and self-service.
• Build and maintain adoption dashboards, customer segments, target lists, and leadership reporting.
• Connect digital behavior with customer and transaction data to identify relationships among feature usage, online ordering, retention, and growth.
• Translate findings into recommendations for roadmap priorities, customer outreach, associate training, feature improvements, and adoption campaigns.
• Partner with sales and operations to turn digital insights into customer-level action.

Cross-Functional Leadership

• Serve as ECMD's primary business voice for e-commerce and customer-facing digital capabilities.
• Build effective working relationships across ECMD sales, operations, marketing, product management, customer service, finance, IT, and leadership.
• Build strong partnerships with Watsco e-commerce leadership and other digital stakeholders.
• Communicate technical concepts and risks clearly to business stakeholders and business needs clearly to product and technology teams.
• Help stakeholders understand roadmap priorities, release timing, adoption performance, and business outcomes.
• Provide direction and support to ECMD associates involved in e-commerce customer service, testing, documentation, and digital adoption.

Required Qualifications

• Five or more years of experience in e-commerce, digital product management, digital commerce, or a related customer facing digital role.
• Experience owning or supporting a B2B e-commerce platform or complex customer-facing digital product.
• Demonstrated experience developing and managing a digital product roadmap based on customer needs and business outcomes.
• Hands-on experience documenting requirements, workflows, business rules, use cases, and acceptance criteria.
• Experience conducting or coordinating quality assurance, user acceptance testing, regression testing, and business validation.
• Experience launching digital features and supporting communication, training, documentation, and adoption.
• Technical fluency with APIs, integrations, data flows, dependencies, defects, and implementation tradeoffs.
• Experience analyzing customer data using business intelligence, web analytics, CRM, transaction, e-commerce, or customer data platforms.
• Ability to connect digital behavior with customer and transaction data and convert findings into actionable recommendations.
• Demonstrated success improving digital adoption, customer engagement, e-commerce performance, self-service, retention, or operational efficiency.
• Experience working across sales, operations, marketing, customer service, and technology teams.
• Strong written communication, documentation, organization, and stakeholder-management skills.

Preferred Qualifications

• Experience in HVAC, building materials, industrial distribution, wholesale distribution, manufacturing, or another contractor facing B2B industry.
• Experience with Salesforce, customer data platforms, web analytics, and Power BI or comparable systems.
• Familiarity with ERP, EDI, product information, pricing, inventory, and ordering integrations.
• Experience with complex B2B accounts, customer-specific pricing, product catalogs, availability, fulfillment, and online ordering.
• Experience supporting both website and mobile-app products.
• Working knowledge of digital merchandising, product search, SEO, email marketing, and paid search as they relate to ecommerce.
• Exposure to AI-enabled customer service, product-selection, recommendation, or technical-support tools.

Success Measures

• Quality of ECMD's digital roadmap, requirements, business rules, and acceptance criteria.
• Effectiveness of coordination across ECMD and Watsco e-commerce stakeholders.
• Thoroughness of ECMD testing and protection of critical website and mobile-app functions.
• Quality of feature launches, communications, training, and documentation.
• Usefulness of adoption analysis, customer segments, dashboards, and opportunity identification.
• Customer and associate adoption of digital capabilities.
• Improvement in agreed digital engagement, online ordering, customer service, retention, growth, or operational measures.