Digital Product Manager

📅 About the Company 🧑‍🤝‍🧑

AireSpring, a family-owned and operated business established in 2001, is a leading provider of cloud communications, managed connectivity, and managed security services. 🏆 They've earned a fantastic reputation by prioritizing customer service and support, exceeding industry standards and delivering an award-winning customer experience. 🎉

With over 22,000 enterprise locations worldwide relying on them, their mission is simple: help clients connect and communicate effortlessly. 🤝 They strive to delight customers and partners with personalized, top-notch service.

AireSpring has built a strong foundation of trust, integrity, and dependability with its channel partners, customers, and technology partners. Their commitment to excellence is recognized through over 100 industry awards, including accolades for product innovation, customer service, unified communications, and channel programs.

They're experiencing incredible growth while maintaining the stability of a privately held, diversified, and debt-free company. AireSpring fosters a vibrant and entrepreneurial corporate culture, providing employees with the chance to make a meaningful impact. You'll collaborate with other talented and dedicated individuals to address business and technology challenges while delivering exceptional service to all their customers.

📅 About the Role 💼

AireSpring is dedicated to providing exceptional user experiences through intuitive and visually appealing customer portals. They're searching for a talented and entrepreneurial Digital Product Manager to join their team and spearhead the evolution of their new AI-powered ITSM customer portal.

This role is key to enhancing the usability, aesthetics, and effectiveness of their innovative, industry-leading customer-facing platform. You'll be responsible for establishing, prioritizing, and leading the implementation of essential functionality within the portal, ultimately elevating the customer experience.

What You'll Do 🎯

• Design and Develop: Craft intuitive user interfaces, critical operational data displays, and customer experience-enhancing applications for AIreCONTROL, aligning with customer business goals and user requirements.
• Feature Implementation: Lead the development and implementation of new features, enhancements, and functionalities for AIreCONTROL. Leverage data from powerful platforms like VeloCloud Orchestrator and FortiManager, along with their proprietary tools, to enhance the portal's capabilities.
• Cross-Functional Collaboration: Partner with IT, product management, engineering, and customer support teams to gather requirements and prioritize development efforts.
• User Research & Feedback: Conduct user research, surveys, and feedback analysis to understand customer and partner needs and preferences. This will help you improve AIreCONTROL's usability, accessibility, and engagement.
• Portal Optimization: Implement user interface enhancements, navigation improvements, and content updates to optimize the portal's effectiveness.
• Portal Maintenance: 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 current and aligned with business objectives.
• UX Design & Collaboration: Work with product managers and UX designers to define user requirements and translate them into design concepts using wireframes, prototypes, and/or mockups. Gather feedback from stakeholders throughout the process.
• Stay Updated: Keep up with the latest industry trends and best practices in user interface design and web technologies.

Content Management Responsibilities 📝

• Content Oversight: Supervise the creation, organization, and maintenance of content within AIreCONTROL, ensuring accuracy, relevance, and completeness.
• Content Strategy: Develop content strategies to address customer needs throughout their journey, from onboarding and training to ongoing support and self-service.
• Content Collaboration: Partner with subject matter experts to create and update documentation, tutorials, FAQs, and other resources for users.

Stakeholder Engagement Responsibilities 🤝

• Point of Contact: Serve as the primary point of contact for internal stakeholders and external partners involved in the customer portal initiative.
• Communication: Communicate updates, milestones, and issues related to portal development and performance to relevant stakeholders.
• Customer Relationships: Cultivate strong relationships with customers to solicit feedback, gather requirements, and ensure their needs are reflected in portal development efforts.

Analytics and Reporting Responsibilities 📊

• KPI & Metrics: Define key performance indicators (KPIs) and metrics to measure the portal's effectiveness and usage.
• Portal Analytics: Monitor portal analytics, user behavior, and trends to identify opportunities for improvement and track progress over time.
• Reporting & Insights: Generate regular reports and insights to inform decision-making and showcase the portal's impact on customer satisfaction, retention, and efficiency.

📅 What We're Looking For 🔎

Requirements, skills, and attributes:

• Customer-Centric: A customer-focused mindset with a passion for delivering exceptional user experiences and a strong eye for design, always prioritizing customer success.
• Analytical: An analytical mindset with the ability to interpret data, extract insights, and make data-driven decisions.
• UX Design Experience: Proven experience designing user interfaces for web-based applications, ideally within a customer portal or B2B environment in the Telecom and Managed Services industry.
• User-Centered Design: A strong understanding of user-centered design principles and methodologies.
• Education/Experience: A 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.
• Customer Satisfaction: Experience measuring portal customer satisfaction and quickly incorporating feedback.
• Communication & Collaboration: Excellent communication and collaboration skills.
• Project Management: Ability to manage multiple projects and meet deadlines in a fast-paced environment. Exceptional project management skills with the ability to prioritize tasks, manage deadlines, and drive initiatives to completion.
• UX Expertise: Experience with user experience (UX) design principles, usability testing, and web analytics.
• Communication: Exceptional communication skills, with the ability to articulate technical concepts to non-technical stakeholders and collaborate effectively across teams.
• Analytical: Analytical mindset with the ability to interpret data, derive insights, and make data-driven decisions.

📅 Additional Information 🎁

What AireSpring Offers:

• Medical benefits with optional supplemental services through AFLAC.
• Paid time-off plan.
• Paid holidays.
• 401(k) with employer match.
• AT&T discount on personal mobile plan.

Location: This remote role is open to candidates anywhere in the United States.

Job Category: Product Management