Position Summary
We are seeking an experienced Product Manager – Customer Portal to own the customer portal product portfolio from strategy through delivery and continuous improvement. This individual will serve as the primary bridge between business and technology, driving product vision, roadmap, requirements, execution, adoption, and measurable business outcomes.

The ideal candidate combines strong Product Management expertise with senior-level Business Analysis skills and is comfortable collaborating with executive leadership, business stakeholders, customers, UX designers, architects, developers, API teams, and delivery teams. Experience in the Railroad or Transportation industry is highly preferred.

Key Responsibilities

• Own the end-to-end product lifecycle for the Customer Portal, from product strategy and roadmap planning through implementation and post-launch optimization.
• Partner with business stakeholders and customers to identify opportunities that improve customer experience, shipment visibility, self-service capabilities, and operational efficiency.
• Lead discovery sessions, stakeholder workshops, requirements gathering, and business process analysis.
• Translate business needs into clear functional requirements, user stories, acceptance criteria, process flows, and business cases.
• Define and maintain the product roadmap aligned with organizational objectives and customer needs.
• Prioritize product features based on customer value, business impact, ROI, technical feasibility, and strategic alignment.
• Collaborate with UX designers, solution architects, engineering teams, API developers, and data teams to deliver intuitive and scalable solutions.
• Drive Agile product development activities including backlog management, sprint planning, refinement sessions, and release planning.
• Ensure successful product delivery from ideation through production deployment and post-launch adoption.
• Define product success metrics, monitor KPIs, analyze user feedback, and continuously improve product capabilities.
• Present product strategies, roadmaps, business cases, progress updates, and recommendations to senior leadership and executive stakeholders.
• Work closely with QA teams to ensure product quality and validate delivered functionality.
• Identify risks, dependencies, and mitigation strategies throughout the product lifecycle.
• Promote customer-centric product development and continuous innovation.

Required Qualifications

• Bachelor's degree in Business, Computer Science, Information Technology, Engineering, or a related field.
• 7+ years of experience in Product Management, Business Analysis, or Product Ownership.
• Proven experience managing enterprise customer-facing web portal or digital product initiatives.
• Strong experience gathering and documenting business and functional requirements.
• Experience working in Agile/Scrum environments.
• Excellent stakeholder management and communication skills.
• Strong analytical, problem-solving, and decision-making abilities.

Required Technical Skills

Product Management

• Product Strategy
• Product Roadmap
• Product Lifecycle Management
• Product Vision
• Feature Prioritization
• Backlog Management
• Product Delivery
• Customer Journey Mapping

Business Analysis

• Requirements Gathering
• Business Process Analysis
• Functional Specifications
• User Stories
• Acceptance Criteria
• Process Mapping
• Business Cases
• Gap Analysis

Agile Methodologies

• Agile
• Scrum
• Kanban
• Sprint Planning
• Backlog Grooming
• Release Planning
• User Story Refinement

Customer Experience

• Customer Portal
• Self-Service Platforms
• Digital Transformation
• Customer Experience (CX)
• User Experience (UX)

Technical Knowledge

• REST APIs
• API Integration
• Data Integration
• Web Applications
• Enterprise Systems
• Cloud Applications (preferred)

Tools

• Jira
• Confluence
• Azure DevOps
• Microsoft Visio
• Lucidchart
• Microsoft Office Suite

Preferred Qualifications

• Experience in the Railroad, Transportation, Supply Chain, or Logistics industry.
• Experience with shipment tracking, logistics platforms, or customer-facing transportation portals.
• Experience working with API, cloud, and enterprise integration projects.
• Familiarity with UX design principles and customer-centric product development.
• Experience using analytics tools to monitor product adoption and customer engagement.
• Knowledge of Agile scaling frameworks such as SAFe is a plus.