Digital Product Manager

Summary

Join AireSpring, a leading provider of Managed IT services, as their innovative Digital Product Manager! Lead the evolution of our AI-based ITSM customer portal, AIreCONTROL, enhancing its usability and effectiveness. You will collaborate with cross-functional teams to understand user needs and translate them into intuitive functionality. This role demands a blend of technical expertise, project management skills, and a deep understanding of UX. You'll be responsible for roadmap planning, monitoring releases, and ensuring high-quality deliverables. This is a remote role open to candidates anywhere in the United States.

Requirements

• Customer-focused mindset with a passion for delivering exceptional user experiences, a strong eye for design and driving customer success
• Analytical mindset with the ability to interpret data, derive insights, and make data-driven decisions
• Proven experience designing user interfaces for web-based applications, preferably in a customer portal or B2B environment within the Telecom and Managed Services industry
• Strong understanding of user-centered design principles and methodologies
• Desired bachelor’s degree in computer science, information systems, business administration, or a related field, or equivalent experience in a similar role, managing customer-facing portals, websites, or digital platforms
• Experience with measuring portal customer satisfaction and rapid response and adoption of feedback
• Excellent communication and collaboration skills
• Ability to manage multiple projects and meet deadlines in a fast-paced environment
• Excellent project management skills with the ability to prioritize tasks, manage deadlines, and drive initiatives to completion
• Experience with user experience (UX) design principles, usability testing, and web analytics
• Exceptional communication skills, with the ability to articulate technical concepts to non-technical stakeholders and collaborate effectively across teams
• Analytical mindset with the ability to interpret data, derive insights, and make data-driven decisions

Responsibilities

• Establish, prioritize and lead the implementation of key functionality within our ITSM customer portal to elevate our customer’s experience
• Oversee the selection of release cycles for enhancements, maintenance, and optimization of the portal
• Lead the creation of engaging, user-friendly interfaces, features, and functionality for AireSpring’s innovative portal, AIreCONTROL
• Collaborate with cross-functional teams including product managers, operational leaders, customer focus groups, partner focus groups, developers, and UX designers to understand user needs and translate them into intuitive and feature rich functionality
• Conceptualize and implement designs that enhance the overall user experience and drive customer and partner satisfaction
• Roadmap, planning and monitoring product releases and ensuring deliverables are met with the highest of quality
• Keep a keen eye on competitors, thoroughly analyze the market and generate ideas to further enhance the effectiveness of the portal
• Closely interact with developers, executive sponsors, marketing specialists, sales, customers and partners
• Host frequent meetings and make sure communication is clear across functions
• Accept or reject ideas, oversee technical implementation, and manage documentation and maintenance
• Maximize the value of a product
• Understand the customers’ specific needs to define the portal goals and create a cohesive vision for the team
• Be involved in business strategy, product design, market analysis, and project management
• 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

Benefits

• Medical Benefits with optional supplemental services through AFLAC
• Paid Time-Off Plan
• Paid Holidays
• 401K with employer match
• AT&T Discount on personal mobile plan
• This remote role is open to candidates anywhere in the United States