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

Description

The Digital Sector at Leidos currently has an opening for a Product Manager to work in our Baltimore, Maryland office. This is an exciting opportunity to use your experience helping the Center for Medicare and Medicaid Services (CMS) define product strategy and roadmap for the modernization of its legacy Contact Center CRM platform into a modern, AI-enabled, cloud-native solution.

Primary Responsibilities

The Product Manager shall own the product vision, roadmap, and backlog for the CRM modernization effort, translating CMS’s business objectives into actionable, prioritized work for Agile delivery teams.

Responsibilities shall include, but are not limited to:

• Define, articulate, and evolve the product vision and roadmap supporting CMS’s AI-driven contact center operations strategy.
• Own and continuously prioritize the product backlog, ensuring user stories include clear, testable acceptance criteria aligned to CMS’s objectives.
• Partner with CMS product owners, CCOG SMEs, CSRs, and supervisors to deeply understand business needs and translate them into product requirements.
• Lead discovery sessions, design reviews, and Human-Centered Design (HCD) workshops, including interviews, surveys, focus groups, and side-by-side observations.
• Develop prototypes, mock-ups, and journey maps for stakeholder validation prior to development.
• Guide prioritization of the iterative AI Feature Roadmap, mapping AI capabilities to sprint cycles and defining measurable success criteria for each.
• Collaborate with the Release Train Engineer, Solution Architect, and scrum teams during PI planning, sprint planning, and sprint reviews to ensure backlog alignment with business priorities.
• Support definition of Go/No-Go Gate criteria and demonstrate functional parity/completeness against CMS-approved business functions at each phase gate.
• Ensure full mapping of current NGD business functions and workflows to the modernized CRM, prioritizing functional continuity and minimal operational disruption.
• Support development and maintenance of the New CRM Requirements Document, Requirements Traceability Matrix (RTM), and related sprint-cycle deliverables.
• Champion measurable outcomes such as Average Handle Time (AHT) reduction, swivel-chair reduction, CSR satisfaction, and AI feature adoption/utilization.
• Communicate product strategy, roadmap, and sprint progress to CMS leadership, the COR, and Leidos stakeholders through briefings and status reporting.
• Coach and support Agile delivery teams and CMS stakeholders on Agile/Product Management best practices, tools, and artifacts.
• Support the AI Compliance and Risk Management Plan, ensuring proposed AI features align with CMS governance, risk, and bias-mitigation requirements.
• Facilitate stakeholder engagement planning and manage relationships across a broad range of internal (Government) and external (CSR, beneficiary/consumer) personas.
• Support UAT planning and execution, ensuring test scenarios validate acceptance criteria and business function parity/continuity.
• Contribute to Change Management Plan development, including training content, release communications, and adoption strategies.
• Analyze product and enterprise Key Performance Indicators (KPIs) and Post-Transition Metrics to drive continuous, data-informed roadmap decisions.
• Support Sprint Review Reports and demonstrations of working software to CMS stakeholders, including case management, knowledge integration, AI features, and external system integrations.
• Ensure product decisions account for Section 508 accessibility, security, and FedRAMP compliance requirements.
• Manage and document methods of communication, prioritization, and decision-making to ensure seamless collaboration across Product, Engineering, and CMS teams.
• Actively participate in planning sessions, requirements gathering activities, design sessions, Agile modeling sessions, and other events supporting the CRM modernization.

Required Qualifications:

• Bachelor’s degree and a minimum of 10-12 years of relevant prior experience, or a minimum of 14 years of experience as a Product/Functional Manager 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

Preferred Qualifications:

• Experience with CRM (e.g., Pega, Salesforce, Siebel) or contact center product management
• Experience supporting CMS or other federal health/human services modernization programs
• Experience facilitating Human-Centered Design (HCD) methods, including prototyping and journey mapping
• Experience with AI-enabled product features and AI governance/compliance frameworks
• Knowledge of federal contact center operations

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo — because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 — and moving faster than anyone else dares.

Pay Range:

Pay Range $92,300.00 - $166,850.00

The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.