The Director of Product Management & Design – Applications & Customer Experience is a senior leadership role responsible for shaping the end-to-end user experience across all customer-facing interfaces, including applications, portals, and self-service dashboards. This leader owns the strategy and execution of the Alianza Experience layer driving adoption, engagement, and satisfaction.

The role requires a customer-obsessed product leader who thinks in first principles and applies an iterative approach to delivering experiences that are simple, intuitive, and delightful. The Director will ensure every touchpoint—whether a mobile app, web portal, or admin interface—meets the highest standards of UX, accessibility, and performance, while balancing business goals and technical feasibility.

Key Responsibilities

• Own the product strategy and roadmap for all customer-facing experiences.
• Lead a team of product managers and designers with a focus on UX excellence, simplicity, and adoption.
• Partner closely with engineering to deliver best-in-class user experiences across mobile, desktop, web, and admin portals.
• Apply a first principles and iterative approach to simplify complex workflows and deliver elegant, user-centric solutions.
• Define and monitor customer adoption, engagement, and satisfaction metrics (e.g., PSAT, NPS, retention, daily/active usage).
• Ensure consistency and cohesion across all interfaces, aligning design systems and UX principles.
• Collaborate with go-to-market and customer success teams to drive adoption campaigns and measure impact.
• Stay ahead of trends in consumer applications, UCaaS, CPaaS, self-service portals, and digital experiences to inform strategy.
• Serve as the executive voice for user experience and customer-facing design in planning sessions, customer engagements, and industry forums.

Minimum Qualifications

• Bachelor’s degree in Computer Science, Engineering, Business, Design, or related field (or equivalent experience).
• 8–10+ years of product management and/or design experience, with 3–5 years in a leadership role.
• Proven track record of delivering consumer-facing applications and portals with measurable adoption and customer satisfaction.
• Strong expertise in UX and design thinking, with demonstrated ability to lead design-led product development.
• Experience in telephony, UCaaS, CPaaS, or customer-facing communication platforms.
• Excellent leadership, cross-functional collaboration, and executive communication skills.

Preferred Qualifications

• Experience scaling applications and portals globally with focus on usability, accessibility, and localization.
• Familiarity with real-time communications (SIP, WebRTC), APIs, and developer ecosystems.
• Strong background in customer journey mapping, digital experience platforms, and portal design.
• Business acumen with focus on adoption, retention, and monetization models.
• Passion for creating delightful, intuitive experiences across every customer touchpoint.