Digital Program Specialist

Position Purpose:

The Digital Program Specialist is responsible for driving the successful implementation, adoption, and performance of the Pro Referral platform across assigned markets. This role ensures contractors and internal stakeholders are effectively onboarded, trained, and supported while monitoring performance metrics to optimize lead conversion and program growth. Through data-driven insights, process discipline, and continuous improvement, the position supports scalable, high-performing digital product execution across the business.

Key Responsibilities:

• Lead execution, adoption, and performance of the Pro Referral lead generation platform across assigned markets.
• Ensure contractors are successfully onboarded, trained, compliant, and consistently converting leads.
• Drive operational excellence, measurable performance, and scalable program growth without reliance on external sales teams.
• Lead end-to-end Pro Referral rollout in new and existing markets.
• Plan and execute contractor onboarding, launch readiness, and training schedules.
• Serve as the primary subject-matter expert for Pro Referral across assigned regions.
• Independently train contractors and internal stakeholders on platform usage, workflows, compliance, and best practices.
• Reinforce process discipline to embed Pro Referral into contractors’ daily operations.
• Monitor full sales funnel performance, including vetting, onboarding, lead acceptance, follow-up behavior, and conversion rates.
• Identify and diagnose root causes of performance gaps, including onboarding issues, configuration errors, workflow misalignment, or training deficiencies.
• Implement corrective actions to optimize adoption and conversion performance.
• Conduct audits to validate compliance, engagement, data accuracy, and process adherence.
• Identify performance risks early and proactively mitigate market impact.
• Track, analyze, and report KPIs at contractor, market, and regional levels.
• Build and maintain performance trackers, scorecards, and reporting dashboards.
• Capture field feedback and translate insights into process improvements and scalability strategies.

Direct Manager/Direct Reports:

• Reports to Senior Manager, Digital Sales and Support

• No direct reports

Travel Requirements:

• Minimal travel required, primarily limited to team on sites, tradeshows, and select in-person training sessions as needed.

Physical Requirements:

• Some ability to travel.

• Prolonged periods of sitting, standing, and presenting.

Working Conditions:

• Remote environment. Expected to be in territory of coverage.

• Frequent interaction with contractors, branch teams, and internal stakeholders.

• Fast-paced, execution-focused program environment.

Minimum Qualifications:

• 3+ years of experience in digital program rollout, product operations, enablement, SaaS implementation, or platform adoption.

• Strong analytical skills with high proficiency in Excel.

• Demonstrated ability to independently manage programs from launch through optimization.

• Strong facilitation, training, and presentation skills.

• Ability to explain technical workflows clearly to non-technical users.

• Highly organized, process-driven, and comfortable operating autonomously.

• Some willingness to travel.

Preferred Qualifications:

• Experience supporting referral, marketplace, or lead-generation platforms.

• Familiarity with contractor, home services, or construction ecosystems.

• Experience working cross-functionally without formal authority.

• Forward-thinking mindset focused on scalability, risk mitigation, and continuous improvement.

Minimum Education:

• Associate’s degree in business, Operations, Marketing, or related field (or equivalent work experience).

Preferred Education:

• Bachelor’s degree with focus in Operations, Business Analytics, or Digital Product Management.

Minimum Years of Work Experience:

• 3+ yea