Position: Principal of Product Management CX/UX and Serviceability
Job Code: 2319
Location: San Mateo, CA HQ

Description

Aryaka is seeking a leader who is passionate about maximizing the customer and user experience of enterprise IT services delivered as a Cloud-First service. Users interact with Aryaka through the MyAryaka Cloud portal and an eco-system of integrated support tools such as SFDC, ServiceNow, and internal Aryaka tools. The objective of the role is to drive the strategy and define the requirements for the MyAryaka Cloud Portal, including all aspects of Serviceability and Service Level Agreements (SLA). Delivering increasing levels of seamless consumption and maintaining Aryaka’s high, industry-leading, customer loyalty and retention are the primary outcomes.

This is a high impact role that requires you to understand business challenges, understand complex enterprise WAN use-cases of our customers across multiple verticals and collaborate with users and various experts to shape the roadmap and define the service & product requirements for the MyAryaka portal and the eco-system of tools.

You bring a customer-centric perspective with razor-sharp focus on simplifying and enriching complex end-user interactions. You think in terms of customer outcomes with the ability to translate these into dashboards, digital workflows with an eye for aesthetics. You have experience with drilling deep into serviceability aspects and backend processes across the total service workflow from the Operating Center to the customer, reseller, and everything in between with the objective to enable a joyful experience. You have extensive experience with gathering customer input and with user testing on a dime.

You are able to craft a forward-looking and differentiated vision for CX/UX and Serviceability from a service & product requirements perspective derived from an understanding of customer use cases and outcomes, and with a deep understanding of the backend, process to deliver a managed service.

A fierce curiosity, high energy, and strong collaboration skills are your keys to success. You bring a bias for action.

RESPONSIBILITIES

  • Own the MyAryaka Cloud Portal and GUI Experience, including all aspects of visualization, customer & partner engagement, and associated workflows.
  • Conduct market and competitive research analyzing and synthesizing signals from multiple sources: users, field teams, market data, competitive analysis, and others.
  • Identify and define CX/UX related use-cases and translate these into service, product, and SLA requirements, as input to engineering, support, and other solution teams.
  • Map service workflows and associated backend processes while partnering with support and delivery teams to create a streamlined customer experience.
  • Define near and long-term strategies by creating and testing hypotheses with an interactive, lean-approach.
  • Develop customer, partner, and prospect relationships for dynamic market and solution feedback.
  • Create business and market requirements illustrated with detailed user scenarios
  • Work seamlessly with support teams, engineering, design, UX to develop and execute against a shared mission.
  • Develop near term and longer-term roadmaps, negotiate priorities with the engineering and support teams based on business and customer priorities.
  • Ensure that new functions are launched in the market, taking into account packing, pricing, training of customers, field and partners, and measuring of success (KPIs).
  • Develop solution positioning as part of solution strategy and assist Product Marketing in the creation of materials and messaging.
  • Service as an evangelist of Aryaka’s approach to providing the best in class service experience in the market.

QUALIFICATIONS

  • Have 5+ years of experience as a Product Manager working on Enterprise Software or Cloud infrastructure industry.Hands-on experience with defining the requirements for user interactions and workflows for complex use-cases.
  • Experience with CX & UX analysis and mapping of backend processes.
  • Application, Networking, or Security infrastructure knowledge is preferred with a strong preference for Managed WAN, SaaS, or Telco Services market.
  • Love the work of identifying and deeply understanding customer problems.
  • Like to get your hands dirty and use the services and products you build daily.
  • Exhibit user empathy and seek their input at all stages of the product life cycle.
  • Know how to make the complex approachable for users at all skill levels.
  • Are a champion for collaborative, iterative product discovery, and embrace your role as a member of a cross-disciplinary team.
  • Have exposure to lightweight product development methods such as user story mapping or rapid prototyping.
  • Have a degree of technical fluency that allows you to communicate with and understand your target audience (developers) – or equivalent experience.
  • Can travel domestically or internationally when required (20% or less)

WHO IS ARYAKA?

Aryaka is the industry leader in managed SD-WAN partnering with global enterprises to spearhead their WAN transformation initiatives. We are growing fast and expanding rapidly both in terms of customer growth as well as employee headcount.

WHY ARYAKA?

Our global private network is transforming how enterprises connect worldwide to deliver enhanced performance for cloud and on-premises applications. Aryaka was named Leading Lights Company of the Year by Lightreading, recognized on LinkedIn’s Top 50 Industry Disruptors list and was named by IHS Markit as a top SD-WAN provider. Aryaka’s SD-WAN as a Service is deployed by more than 800 global enterprises in 63 countries, including the biggest names in almost every vertical, such as Cigna (healthcare), HMS Host (retail), Samsung (manufacturing).

Aryaka Networks, Inc. is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.