Digital Product Manager

Airespring - Dallas, TX

Full-time - Mid Level

Dallas, TX

Telecommunications

About the position

AireSpring is seeking a talented and entrepreneurial Digital Product Manager to lead the evolution of our new AI-based ITSM customer portal, AIreCONTROL. This role is pivotal in enhancing the usability, aesthetics, and effectiveness of this revolutionary, industry-leading customer-facing platform. The Digital Product Manager will be responsible for establishing, prioritizing, and leading the implementation of key functionalities within the portal to elevate the customer experience. This position requires a unique blend of technical expertise, project management skills, and a deep understanding of user experience (UX) principles to ensure an exceptional user experience for our customers. In this role, you will 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. You will lead the creation of engaging, user-friendly interfaces and features for AIreCONTROL, ensuring that the portal aligns with customer business objectives and user needs. Your responsibilities will include overseeing the selection of release cycles for enhancements, maintenance, and optimization of the portal, as well as managing software updates, patches, and integrations to keep the portal up-to-date and aligned with business objectives. The Digital Product Manager will also be responsible for conducting user research, surveys, and feedback analysis to understand customer and partner needs and preferences. You will implement user interface enhancements, navigation improvements, and content updates to optimize the portal's effectiveness. Additionally, you will establish key performance indicators (KPIs) and metrics to measure the effectiveness and usage of the customer portal, monitor portal analytics, and generate regular reports to inform decision-making and demonstrate the portal's impact on customer satisfaction, retention, and efficiency.

Responsibilities

• Design and develop intuitive user interfaces and 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.
• 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.
• 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.
• 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.
• Serve as the primary point of contact for internal stakeholders and external partners involved in the customer portal initiative.
• Establish key performance indicators (KPIs) and metrics to measure the effectiveness and usage of the customer portal.

Requirements

• Customer-focused mindset with a passion for delivering exceptional user experiences and a strong eye for design.
• 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.
• 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.

Nice-to-haves

• Experience in the Telecom and Managed Services industry.
• Familiarity with AI technologies and their application in customer service portals.

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