Job Description
Job Title
Job Overview:
Pay Range: $60.00hr - $65.00hr
Requirement/Must Have:
- Experience leading the development, launch, modernization, or continuous improvement of digital products, software platforms, or customer-facing technology services.
- Demonstrated experience working across the full product lifecycle, including client, prioritization, delivery, launch, measurement, and continuous improvement.
- Experience working closely with software development teams, designers, vendors, and engineers in Agile or iterative delivery environments.
- Strong ability to balance user needs, operational constraints, business objectives, policy requirements, and technical considerations when making product decisions.
- Experience conducting user research, usability testing, customer interviews, service design activities, or other customer-centered product client practices.
- Familiarity with accessibility, customer experience, service design, or digital transformation initiatives.
- Bachelor’s degree in a related field or equivalent professional experience.
- Experience with digital product development, software delivery, or technology modernization efforts.
- Experience in software development lifecycles (Agile, Scrum, iterative delivery).
- Experience translating business needs into user stories, requirements, workflows, or product backlogs.
- Strong verbal and written communication skills.
- Problem-solving with strong attention to detail.
- Prioritization and organization of multiple initiatives in a fast-paced environment.
- Leadership and team collaboration.
Responsibilities:
- Executes the direction of the Product Owner by leading complex digital products and service initiatives from client through delivery, including customer-facing and operational products.
- Works with stakeholders, frontline staff, vendors, and technical teams to translate business needs, operational requirements, and customer feedback into actionable product requirements, workflows, user stories, and prioritized backlogs.
- Develops a strong understanding of operations, policies, and customer pain points to identify opportunities to improve customer experience, operational efficiency, and service delivery.
- Conducts and supports user research and usability testing activities including customer interviews, prototype testing, operational observations, and feedback analysis.
- Serves as a day-to-day lead for assigned initiatives by coordinating across vendors, agency stakeholders, and internal teams to ensure work progresses toward defined goals.
- Partners closely with vendor teams to drive iterative delivery of working software and services.
- Helps hold vendors accountable for timelines, product quality, usability, testing readiness, issue resolution, and delivery expectations.
- Exercises sound judgment in making day-to-day product and operational decisions while escalating risks or delivery challenges to the Product Owner.
- Leads backlog refinement, sprint planning, release coordination, and product prioritization activities.
- Monitors product performance and operational outcomes through analytics, customer feedback, and operational metrics to identify trends and risks.
- Champions user-centered, iterative, and outcome-driven delivery practices that focus on delivering measurable value through incremental improvements.
Nice to Have:
- Experience working in government, transportation, financial services, healthcare, or other policy- or regulation-constrained environments.
- Experience with MS Project and/or Visio.
- Product management, Agile, Scrum, service design, UX research, or customer experience certifications.
- Critical thinking and consulting experience.
- Experience using performance metrics, customer feedback, and data to evaluate products or business processes.
- Experience working with vendors, software development teams, designers, or engineers.
- Experience with large-scale software modernization efforts.
Skills:
- Digital product development.
- Agile.
- Scrum.
- User stories.
- Product backlogs.
- User research.
- Usability testing.
- Service design.
- MS Project.
- Visio.
- Data analysis.
- Stakeholder management.
Qualification And Education:
- Bachelor’s degree in business, public administration, information systems, computer science, engineering, design, human-computer interaction, communications, or related disciplines.
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