AI-Driven CRM Modernization Product Manager

Leidos; Baltimore (MD); On-site; USD 92,000 - 167,000; Full time

Job summary

Leidos in Baltimore, Maryland is seeking a Product Manager to own the CRM modernization for CMS, guiding the product vision and roadmap for an AI-enabled, cloud-native contact center.

You will collaborate with CMS stakeholders to translate business needs into actionable user stories, lead discovery and prototyping sessions, and drive delivery with Agile teams while ensuring governance, accessibility, and security requirements are met.

Qualifications

• Bachelor’s degree with 10–12 years of relevant prior experience, or 14 years of Product/Functional Manager experience in lieu of a degree.
• Certified SAFe Product Owner/Product Manager (POPM) with minimum 5 years’ experience as a Product Manager
• Solid experience defining and managing product roadmaps, backlogs, and release plans in an Agile/SAFe delivery environment
• Experience translating complex business and technical requirements into user stories with clear, testable acceptance criteria
• Experience presenting product strategy and roadmaps to senior government and corporate leadership with varying technical backgrounds
• Ability to lead and mentor product owners
• Ability to obtain Public Trust

Responsibilities

• Own product vision, roadmap, and backlog for CRM modernization.
• Translate CMS’s business objectives into actionable, prioritized work for Agile teams.
• Partner with CMS product owners, CCOG SMEs, CSRs, and supervisors to understand business needs and translate into requirements.
• Lead discovery sessions, design reviews, and Human-Centered Design workshops.
• Develop prototypes, mock-ups, and journey maps for stakeholder validation.
• Guide prioritization of the AI Feature Roadmap and define measurable success criteria.
• Collaborate with RTE, Solution Architect, and scrum teams during PI planning and sprints.
• Support Go/No-Go Gate criteria and parity with CMS functions at each phase gate.
• Map NGD functions to modernized CRM ensuring continuity and minimal disruption.
• Develop and maintain the New CRM Requirements Document and RTM.
• Champion outcomes like AHT reduction, CSR satisfaction, and AI feature adoption.
• Communicate strategy, roadmap, and sprint progress to CMS leadership and Leidos stakeholders.
• Coach Agile teams and CMS stakeholders on PM best practices and tools.
• Support AI Compliance and Risk Management for governance and bias-mitigation.
• Facilitate stakeholder engagement across Government and external personas.
• Support UAT planning and execution for acceptance criteria.
• Contribute to Change Management plans with training and release communications.
• Analyze KPIs and Post-Transition Metrics for data-informed decisions.
• Support Sprint Review reports and demonstrations of working software.

Skills

Product management

Backlog management

Agile/SAFe

Stakeholder communication

User stories & acceptance criteria

Team mentoring

Public Trust clearance

Education

Bachelor’s degree

Tools

SAFe framework

Jira/Agile tooling

Job description

Leidos in Baltimore, Maryland is seeking a Product Manager to own the CRM modernization for CMS, guiding the product vision and roadmap for an AI-enabled, cloud-native contact center.

You will collaborate with CMS stakeholders to translate business needs into actionable user stories, lead discovery and prototyping sessions, and drive delivery with Agile teams while ensuring governance, accessibility, and security requirements are met.