Remote Digital Product Manager

Summary

Join AireSpring, a leading provider of Cloud Communications, Managed Connectivity and Managed Security, as a Digital Product Manager. This innovative role will lead the portal evolution of our new AI based ITSM customer portal, enhancing usability and effectiveness.

Responsibilities

• Design and develop intuitive user interfaces, critical and informative operational data and customer experience enhancing applications for AIreCONTROL that align with customer business objectives and user needs
• Lead the development and implementation of new features, enhancements, and functionality for AIreCONTROL. Selecting the most useful data to bring forward into AIreCONTROL from the vast amount of insightful information from Element Management platforms such as VeloCloud Orchestrator, FortiManager, and a host of other data rich platforms as well as our award-winning proprietary tools for service delivery and service assurance
• Collaborate with cross-functional teams, including IT, product management, engineering, and customer support to gather requirements and prioritize development efforts
• Conduct user research, surveys, and feedback analysis to understand customer and partner needs and preferences that will improve the usability, accessibility, and engagement of AIreCONTROL
• Implement user interface enhancements, navigation improvements, and content updates to optimize the portal's effectiveness
• Ensure the portal's reliability, security, and performance through regular monitoring, testing, and maintenance activities
• Manage software updates, patches, and integrations to keep the portal up-to-date and aligned with business objectives
• Collaborate with product managers and UX designers to define user requirements and translate them into design concepts leveraging wireframes, prototypes, and/or mockups to communicate design ideas and gather feedback from stakeholders
• Stay up to date with industry trends and best practices in user interface design and web technologies
• Oversee the creation, organization, and maintenance of content within AIreCONTROL, ensuring accuracy, relevance, and completeness
• Develop content strategies to address customer needs throughout their journey, from onboarding and training to ongoing support and self-service
• Collaborate with subject matter experts to create and update documentation, tutorials, FAQs, and other resources for users
• Serve as the primary point of contact for internal stakeholders and external partners involved in the customer portal initiative
• Communicate updates, milestones, and issues related to portal development and performance to relevant stakeholders
• Foster strong relationships with customers to solicit feedback, gather requirements, and ensure their needs are represented in portal development efforts
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness and usage of the customer portal
• Monitor portal analytics, user behavior, and trends to identify areas for improvement and track progress over time
• Generate regular reports and insights to inform decision-making and demonstrate the portal's impact on customer satisfaction, retention, and efficiency