Product Delivery & Customer Experience Lead

FALL CREEK FARM & NURSERY; Austin (TX); On-site; USD 65,000 - 98,000; Full time

Benefits offered by this job

Health insurance

Pension plan

Paid time off

Career advancement opportunities

Job summary

Health & Human Services Commission in Austin is seeking a Customer Experience and Product Delivery Lead to coordinate enterprise technology products, translate user needs into requirements, and drive adoption and value realization. The role partners with program areas, IT teams, and vendors to ensure delivery aligns with priorities and customer expectations.

It includes shaping roadmaps, measuring success, and communicating outcomes to leadership.

Qualifications

• Knowledge of customer experience principles, journey mapping, and adoption strategies for enterprise IT products.
• Knowledge of product management practices, roadmaps, backlog prioritization, and release planning.
• Ability to analyze usage data, customer feedback, and product performance metrics to drive improvements.

Responsibilities

• Leads customer experience and product adoption activities for enterprise technology products and services. (25%)
• Coordinates product delivery from planning through implementation, ensuring alignment with priorities and readiness. (25%)
• Elicits customer needs, documents requirements, and translates feedback into actionable roadmap items. (20%)
• Develops adoption metrics and executive-ready reports to communicate product health and progress. (10%)
• Supports vendor and cross-functional delivery coordination and manages blockers. (5%)
• Provides leadership and coordinates team efforts toward customer experience and delivery objectives. (5%)
• Completion of this learning path is required as part of daily duties. (15%)

Skills

Customer experience

Journey mapping

Product management

SaaS platforms

Cloud platforms

Cross-functional coordination

Job description

Health & Human Services Commission in Austin is seeking a Customer Experience and Product Delivery Lead to coordinate enterprise technology products, translate user needs into requirements, and drive adoption and value realization. The role partners with program areas, IT teams, and vendors to ensure delivery aligns with priorities and customer expectations.

It includes shaping roadmaps, measuring success, and communicating outcomes to leadership.