Digital Program Manager

The Digital Program Manager works across Outform's active digital program portfolio, shifting focus based on where programs are most active, a program deep in production receives more attention than one in steady state. The role carries accountability for program outcomes from pre-sale scoping through go-live and early stabilization and serves as the point person when something goes wrong in the field.

Beyond individual program execution, this role is accountable for spotting patterns across programs that need attention: vendor reliability issues, quality problems, and recurring client concerns, and for helping build the operational foundation (documentation, standards, and processes) that allows the digital program portfolio to scale.

Manage day-to-day execution across active programs, working across engineering, software, hardware, production, and install teams

Own client communication on program-specific matters — status updates, timeline alignment, and issue resolution — working alongside the account team

Serve as the point person when something goes wrong in the field during go-live or early stabilization

Support pre-sale scoping by joining client conversations, documenting requirements, and validating that what is being proposed can be delivered

Manage fixture development with manufacturing partners in China, from initial concept through prototyping, testing, and production readiness

Travel to China for factory visits, prototype reviews, first article inspections, and production oversight

Travel to San Francisco and Chicago offices as needed for project milestones, client meetings, and internal alignment

Work closely with engineering and vendor teams to translate design requirements into manufacturable solutions, flagging feasibility, material, or timeline issues early

Participate in prototype evaluations, reviewing builds for fit, finish, assembly, and manufacturability

Manage vendor communications on development programs: pricing, lead times, production strategies, and quality standards

Maintain accurate documentation throughout the development cycle: specs, BOMs, prototype evaluations, and engineering changes

Understand the full technical stack for each program, both physical and digital: fixture construction and fabrication methods, LED hardware specs, media player configuration, content management systems, network setup, and cabling

Work with engineering and software teams on technical requirements to ensure what gets specified is what gets built and installed

Apply knowledge of both fixture development and digital signage to scope programs accurately, troubleshoot issues, and push back when a proposed approach will not work in the field

Read and interpret engineering drawings and translate them into clear direction for vendors and production teams

Keep the hardware and component library current: use cases, configuration patterns, install requirements, and known issues for each component in the portfolio

Build program documentation that gets used: handoff packages, support intake requirements, and escalation paths any team member can pick up and follow

Track field issues such as recurring installer problems, warranty patterns, scope drift, and feed that information back into how the next program is scoped

Global Engineering - technical requirements, design feasibility, and engineering drawings

Technology Production - hardware specification, media player configuration, and interactive technology integration

Production and install teams - production timelines, field installation, and go-live support

Account and sales teams - client communication, pre-sale scoping, and program alignment

China operations, sourcing, and manufacturing partners - fixture development, prototyping, first articles, and production oversight

Clients - program-specific status updates, timeline alignment, and issue resolution

Success in this role will be measured against metrics including but not limited to:

On-time delivery of program milestones (prototype approval, first article, production release, install/go-live)

Field issue response and resolution time during go-live and early stabilization

Accuracy of pre-sale scoping versus actual delivered scope, timeline, and cost

Currency and completeness of program documentation: handoff packages, component library, BOMs, and engineering change records

Reduction in recurring field issues and warranty patterns across programs

Client satisfaction on program communication and issue resolution

Ownership under pressure: serves as the person who picks up the phone when something goes wrong in the field, staying accountable through go-live and stabilization

Decisiveness with incomplete information: makes calls without waiting for everything to be perfect, keeping programs moving

Constructive pushback: willing to challenge a proposed approach when it will not work in the real world, with clients, vendors, or internal teams

Organizational discipline: documents work well and leaves processes more organized than they were found

Cross-cultural and cross-functional communication: works effectively across US teams, China-based manufacturing partners, and client organizations

Working conditions are in a normal office environment. While performing the duties of this job, the employee is regularly required to walk, sit, and stand, using hands to handle, finger, or feel objects, tools, or controls. Occasionally, the employee must crouch or kneel. The employee must occasionally exert or lift up to 20 pounds. Successful performance requires good eyesight with or without corrective lenses. Requires long periods of time working at a computer and includes phone work. Travel up to 50% of the time is required. Candidates must possess a valid passport and have the ability and willingness to travel both domestically and internationally, including travel to China. Travel requirements are considered an essential function of this position.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification and may be amended at any time at the sole discretion of the Employer. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.