Digital Product Manager - Customer Portal

Airespring - Atlanta, GA

Full-time - Mid Level

Atlanta, GA

Telecommunications

About the position

The Digital Product Manager for the Customer Portal at AireSpring is responsible for leading the evolution of the AI-based ITSM customer portal, AIreCONTROL. This role focuses on enhancing user experience through intuitive design and effective functionality, ensuring seamless access to information and support for customers. The manager will collaborate with cross-functional teams to prioritize and implement key features, oversee product releases, and maintain high-quality standards in the portal's performance.

Responsibilities

• Establish, prioritize, and lead the implementation of key functionality within the ITSM customer portal.
• Oversee the selection of release cycles for enhancements, maintenance, and optimization of the portal.
• Lead the creation of engaging, user-friendly interfaces and features for AIreCONTROL.
• Collaborate with cross-functional teams to understand user needs and translate them into functionality.
• Conduct user research and feedback analysis to improve usability and engagement of AIreCONTROL.
• Manage software updates, patches, and integrations to keep the portal aligned with business objectives.
• Oversee the creation and maintenance of content within AIreCONTROL, ensuring accuracy and relevance.
• Serve as the primary point of contact for stakeholders involved in the customer portal initiative.
• Establish key performance indicators (KPIs) to measure the effectiveness of the customer portal.

Requirements

• Customer-focused mindset with a passion for delivering exceptional user experiences.
• Proven experience designing user interfaces for web-based applications, preferably in a customer portal or B2B environment.
• Strong understanding of user-centered design principles and methodologies.
• Desired bachelor's degree in computer science, information systems, business administration, or a related field.
• Experience with measuring portal customer satisfaction and rapid response to 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 and drive initiatives to completion.

Nice-to-haves

• Experience with user experience (UX) design principles, usability testing, and web analytics.

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