Full-Time Digital Product Manager - Customer Portal

We are seeking an innovative, customer-centric Manager to establish, prioritize, and lead the implementation of key functionality within our ITSM customer portal to enhance customer experience.

Role Responsibilities:

• Oversee release cycles for enhancements, maintenance, and optimization.
• Lead design of engaging interfaces, features, and functionality for AIreCONTROL.
• Collaborate with cross-functional teams (product managers, operational leaders, customer/partner focus groups, developers, UX designers) to understand user needs and translate them into intuitive functionality.
• Leverage proprietary and best-in-class platforms for functionality.
• Conceptualize and implement designs that boost user experience and drive customer/partner satisfaction.
• Develop and monitor product roadmaps; ensure deliverables meet high quality standards.
• Analyze market and competitors to generate enhancement ideas for the portal.
• Act as a bridge between teams (developers, executive sponsors, marketing, sales, customers, partners).
• Oversee technical implementation, documentation, and maintenance.
• Maximize product value through deep understanding of customer needs.
• Be involved in business strategy, product design, market analysis, and project management.
• Design intuitive user interfaces, operational data, and customer experience applications aligned with customer objectives.
• Lead development and implementation of new features and functionality.
• Select relevant data from Element Management platforms (VeloCloud Orchestrator, FortiManager) and proprietary tools.
• Collaborate with IT, product management, engineering, and customer support to gather requirements.
• Conduct user research, surveys, and feedback analysis to enhance usability.
• Implement UI enhancements, navigation improvements, and content updates.
• Ensure portal reliability, security, and performance through monitoring, testing, and maintenance.
• Manage software updates, patches, and integrations.
• Collaborate with product managers and UX designers to define user requirements and translate them into design concepts (wireframes, prototypes, mockups).
• Stay updated on industry trends and best practices.

Content Management Responsibilities:

• Oversee content creation, organization, and maintenance within AIreCONTROL.
• Develop content strategies to address customer needs throughout their journey.
• Collaborate with subject matter experts to create documentation, tutorials, FAQs, and other resources.

Stakeholder Engagement Responsibilities:

• Serve as the primary point of contact for internal stakeholders and external partners.
• Communicate updates, milestones, and issues related to portal development.
• Foster strong relationships with customers to gather feedback.

Analytics and Reporting Responsibilities:

• Establish KPIs to measure portal effectiveness.
• Monitor analytics, user behavior, and trends.
• Generate regular reports and insights.

Requirements, Skills, and Attributes:

• Strong customer focus and passion for delivering exceptional user experiences.
• Analytical mindset with data interpretation and decision-making skills.
• Proven experience in web application UI design, preferably in a customer portal or B2B environment (telecom, managed services).
• Understanding of user-centered design principles.
• Bachelor's degree (or equivalent) in relevant field.
• Experience measuring portal customer satisfaction and responding to feedback.
• Excellent communication and collaboration skills.
• Project management skills with prioritization, deadline management, and initiative completion.
• Experience with UX design, usability testing, and web analytics.
• Ability to articulate technical concepts to non-technical stakeholders.

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