Ux Product Owner

Summary

Join AireSpring, an award-winning provider of cloud communication solutions, as a Customer Portal Architect. Lead the evolution of our AI-based ITSM customer portal, AIreCONTROL, enhancing its usability and effectiveness. You will be responsible for designing intuitive user interfaces, implementing new features, and collaborating with cross-functional teams. This role requires a blend of technical expertise, project management skills, and a deep understanding of UX design. You will oversee content management, stakeholder engagement, and analytics and reporting for the portal. Success in this role demands strategic thinking, strong communication, and a customer-centric approach.

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

• Design intuitive user interfaces, critical and informative operational data and customer experience enhancing applications for AIreCONTROL
• 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 to create and lead effective and timely releases
• 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

Preferred Qualifications

• Written and verbal communication skills
• Capacity to manage high stress situations
• Ability to multi-task and manage various project elements simultaneously
• Leadership skills
• Big-picture thinking and vision
• Attention to detail
• Conflict resolution skills