Head of Product and Experience Management

Executive Office of Technology Services and Security (EOTSS); Boston (MA); Hybrid; USD 130,000 - 203,000; Full time

Job summary

Mass Digital, part of the Commonwealth of Massachusetts, is seeking a Deputy Chief Digital Officer to lead and mature the product organization. The role shapes vision, strategy, and operating models for government digital services and partners with agency leaders to drive experience and product management excellence.

The position is full-time with a hybrid schedule (40% onsite at One Ashburton Place, Boston) and standard hours 9:00 AM–5:00 PM EST.

Qualifications

• Seven years of full-time IT administration/management experience, with at least three in a managerial capacity.
• Deep expertise in product sensing, strategy, and iterative delivery with cross-functional teams.
• Proven ability to influence senior leaders and partner across agencies.

Responsibilities

• Set experience strategy across Mass Digital's product portfolio.
• Lead planning, prioritization, and roadmapping aligned to outcomes.
• Develop product roadmaps informed by research, feedback, and data.

Skills

Product strategy

Stakeholder management

Team leadership

Experience in public sector

Human-centered design

Service design

Agile delivery

Experience building product orgs

Budget / governance

Job description

The Executive Office of Technology Services and Security (EOTSS) is the Commonwealth of Massachusetts's lead state office for information technology. Through its Massachusetts Digital Service (Mass Digital) division, EOTSS designs and delivers people-centered government services for millions of residents, business owners, and visitors. Mass Digital has a track record of delivery including launching the Commonwealth's first digitally native service (Paid Family and Medical Leave), supporting unemployment assistance during the COVID-19 pandemic, and operating the state's vaccine preregistration system.

The role

The Deputy Chief Digital Officer (Head of Product and Experience Management) leads and matures Mass Digital's product organization. You would partner closely with the Chief Digital Officer to shape the vision, strategy, and operating model for Mass Digital's products and services. The role also advances people-centered product thinking across the Commonwealth through Mass Digital's Customer Experience Center of Excellence. The position is full-time, Monday through Friday, 9:00 AM to 5:00 PM EST, in a hybrid arrangement with 40% time at the primary work location: One Ashburton Place, Boston, Massachusetts.

What you would do

• Set a cohesive experience strategy and strategic direction across Mass Digital's portfolio of products and services, aligned with constituent and agency outcomes.
• Lead planning and prioritization, balancing strategic impact, team capacity, and constituent and agency needs.
• Guide teams in developing product and service roadmaps informed by experience research, feedback, and data.
• Define and evolve Mass Digital's experience and product management practices, establishing frameworks and tools that enable consistent, high-quality delivery.
• Continuously improve discovery, prioritization, roadmapping, and measurement practices, and identify opportunities to strengthen Mass Digital's offerings.
• Coach and support product and engagement managers in developing their skills, and define frameworks for future growth.
• Help agencies across state government adopt modern experience and product management, service design, experience research, and agile delivery practices.
• Grow a statewide experience and product management community of practice and serve as a trusted advisor to agency leaders on strategy, service transformation, and organizational capability.

What they are looking for

• Deep expertise in core product management skills: product sensing and strategy, managing iterative delivery by cross-functional teams, aligning diverse stakeholders on vision and priorities, and using evidence to inform roadmaps and decisions.
• Experience building and scaling high-performing product organizations and coaching product leaders.
• Demonstrated success establishing product incubation, development and operating models, governance, and best practices in complex organizations.
• Experience leading end-to-end service transformation across technology, operations, policy, and constituent experience.
• Experience building communities of practice and leading organizational change.
• Strong knowledge of human-centered design, service design, product discovery, and outcome-driven product management.
• Experience identifying and managing compliance, partner, privacy, and other program-level risks.
• Demonstrated financial stewardship, including making thoughtful investment decisions and advocating for funding that advances organizational priorities.
• Proven ability to influence senior leaders, build partnerships, and lead through collaboration.
• Experience in digital government, public service delivery, or another complex, mission-driven environment is strongly preferred.
• Minimum of seven years of full-time professional, administrative, supervisory, or managerial experience in IT administration or IT management, of which at least three years must have been in a managerial capacity.

Working arrangements

The role is based at One Ashburton Place, Boston, Massachusetts 02108. It is a hybrid position with 40% time at the primary work location. Applicants should be located within reasonable commuting distance from Boston. The standard schedule is Monday through Friday, 9:00 AM to 5:00 PM EST.

Pay and benefits

The salary range is $130,398 to $202,835 per year. The Commonwealth offers a comprehensive employee benefits package including health, retirement, and other rewards.