Director, Digital Experience & Unified Portal Strategy
About The Position
This Director will lead the end-to-end strategy, vision, and roadmap for a unified customer portal and internal tools ecosystem across the global networking business. They will drive digital cohesion across portals, platforms, workflows, and AI-enabled experiences—ensuring customers and employees have a seamless, integrated, high-value digital journey. This is a high-impact, cross-functional leadership role that sits at the intersection of Product, CX, Support, Customer Success, Engineering, and Services. A unified digital experience is one of the largest levers to improve: Customer satisfaction, adoption, and renewals Operational efficiency across TAC, CSM, COE, and services teams Speed to value through guided workflows, AI insights, and automation Brand consistency and differentiation in the networking market Cost reduction by rationalizing duplicate tools and platforms This role is the strategic owner ensuring all portals and internal tools evolve together—not as disconnected products, but as one federated, modern digital experience.
Requirements
- 12+ years in digital product management, platform strategy, customer experience, or related leadership roles.
- Demonstrated experience leading large-scale digital transformations or portal consolidation programs.
- Strong understanding of networking, cloud-managed platforms, or enterprise IT workflows.
- Expert communicator and storyteller able to simplify complexity and influence at all levels.
- Proven matrix leader who can drive alignment across multiple teams without direct authority.
- Strategic thinker with strong execution discipline and comfort operating in ambiguity.
- Familiarity with AI-driven workflows , automation, persona-based design, entitlement-aware digital experiences.
Responsibilities
- Define and own the unified portal & digital tools strategy across customer-facing portals and internal systems.
- Develop a multi-year roadmap that aligns to business priorities, customer needs, and the federated platform approach.
- Serve as the central leader and matrix orchestrator , aligning PLM, UX, engineering, architecture, support, and CX.
- Communicate a compelling vision that resonates with executives and individual contributors.
- Govern digital standards, design principles, user journeys, and interoperability across platforms.
- Prioritize strategic programs, manage trade-offs, and create clear cross-functional visibility.
- Champion a modern, AI-enabled experience with personalization, telemetry-driven insights, case resolution automation, and proactive guidance.
- Define KPIs, adoption goals, and measurable business impact outcomes.
Benefits
- Health & Wellbeing: We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.
- Personal & Professional Development: We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.
- Unconditional Inclusion: We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
