Digital Product Manager

Founded in 2001, family owned and operated AireSpring is a leading Provider of Cloud Communications, Managed Connectivity and Managed Security which has earned its stellar reputation by taking service and support to the next level, delivering an award-winning customer experience that far exceeds the industry standards.

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As the trusted provider to over 22,000 enterprise locations worldwide, our mission is to help our clients connect and communicate easily.

We aim to delight our customers and partners by providing personalized, outstanding service.

We are seeking a talented, entrepreneurial Digital Product Manager to join our team and lead the portal evolution of our new AI-based ITSM customer portal, enhancing usability, aesthetics, and effectiveness.

Job Description

We are looking for an innovative, customer-centric Manager with telecom and managed services experience to establish, prioritize and lead the implementation of key functionality within our ITSM customer portal.

The Manager will play a critical role in ensuring an exceptional user experience for our customers, providing seamless access to information, resources, and support.

The Digital Product Manager will lead the creation of engaging, user-friendly interfaces, features, and functionality for AireSpring’s innovative portal, AIreCONTROL.

In this role, you will collaborate with cross-functional teams to understand user needs and translate them into intuitive and feature-rich functionality.

Overall Responsibilities :

• Design and develop intuitive user interfaces and customer experience enhancing applications for AIreCONTROL.
• Lead the development and implementation of new features and enhancements for AIreCONTROL.
• Collaborate with cross-functional teams to gather requirements and prioritize development efforts.
• Conduct user research, surveys, and feedback analysis to understand customer and partner needs.
• Implement user interface enhancements and content updates to optimize the portal's effectiveness.
• Ensure the portal's reliability, security, and performance through regular monitoring and maintenance.
• Manage software updates and integrations to keep the portal up-to-date.
• Collaborate with product managers and UX designers to define user requirements and translate them into design concepts.
• Stay up to date with industry trends and best practices in user interface design.

Content Management Responsibilities :

• Oversee the creation, organization, and maintenance of content within AIreCONTROL.
• Develop content strategies to address customer needs throughout their journey.
• Collaborate with subject matter experts to create and update documentation and resources for users.

Stakeholder Engagement Responsibilities :

• Serve as the primary point of contact for stakeholders involved in the customer portal initiative.
• Communicate updates and issues related to portal development to relevant stakeholders.
• Foster strong relationships with customers to solicit feedback and gather requirements.

Analytics and Reporting Responsibilities :

• Establish key performance indicators (KPIs) to measure the effectiveness of the customer portal.
• Monitor portal analytics and user behavior to identify areas for improvement.
• Generate regular reports to inform decision-making and demonstrate the portal's impact.

Qualifications

Requirements, skills and attributes :

• Customer-focused mindset with a passion for delivering exceptional user experiences.
• Proven experience designing user interfaces for web-based applications.
• 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.
• Experience with measuring portal customer satisfaction and responding to feedback.
• Excellent communication and collaboration skills.
• Ability to manage multiple projects and meet deadlines in a fast-paced environment.
• Experience with user experience (UX) design principles and web analytics.

Additional Information

WHAT THIS COMPANY OFFERS YOU :

• 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.

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