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State of Massachusetts Engagement Manager/ Experience Owner in Boston, Massachusetts

*About the Department of Family and Medical Leave:* DFML’s mission is to implement and run a program that provides income support to Massachusetts workers and their families during significant life events while serving as a partner to employers to deliver program integrity. DFML’s vision is to ensure a Massachusetts workforce that is healthier, more productive, and enjoys a better quality of life. Massachusetts' first-ever digitally native service,Paid Family & Medical Leave, is now available. As we strive to help constituents manage their health and care for their families, we want to be sure that benefits are easy to access by setting a new, higher bar for interacting with the state online. We’re rethinking and transforming how government services normally operate, using best-in-class technologies and techniques to create an experience that feels more like a consumer app than what people usually expect from government. *About the Role:* DFML leverages modern, cloud-native technological components (portal, API, claims processing and contact center technologies) to form an integrated solution. Each technical component is supported by a dedicated support team which includes state and vendor resources. DFML is looking for 3 civic-tech, Product Owners (focused in Agent, Claimant and Employer) to join the team. The Engagement Manager/ Experience Owner is a unique, cross-cutting role that is meant to be the champion for user experiences across all system components responsible for prioritizing, organizing and delivering outcomes for a group of stakeholders. The Engagement Manager/ Experience Owner will be responsible for the end-to-end user experience for their assigned user type. This position will align product development with business needs and coordinate work across relevant non-technical teams utilizing an Agile environment and will continuously review the business needs, refine priorities, outline milestones and deliverables, and identify opportunities and risks for their user type. *Responsibilities:* * Articulate user type-level 3-, 6-, 12- and 18-month vision and roadmap; updating at quarterly planning, and socializing vision and roadmap with team members and the business * Responsible for the user type-level product vision, feature prioritization, backlog, and acceptance criteria * Set priorities sprint-by-sprint at planning utilizing the Scrum methodology * Coordinate with all relevant Product Owners to ensure alignment of both experiential and technological road maps for internal and external stakeholders. * Oversee that all integration plans are validated/approved by Enterprise Architecture before component-level implementation begins * Ensure consistent user experience (including self-service support, in-call support, written material, etc.) across components and channels * Collaborate with other Experience Owners and the Deputy Director of Operations to define program goals, prioritize initiatives across the three user types (Claimants, Employers and Agents), and provide direction to Product Owners about program requirements and priorities * Coordinate with product owners about cross-component deployments to get changes out early and often without disruption to users or the business * Collaborate with product teams to identify and prioritize user experience research areas * Create buy-in for the product vision internally and with external partners * Work closely with engineering teams to deliver with quick time-to-market, then try, test, and iterate to deliver improvements * Support non-technical teams (such as partner development, customer success, and marketing/communications) * Use data to monitor product performance and improvement *Required Knowledge, Skills & Abilities:* * Strong interest in the challenges of public-sector service design * 7-10 years of experience with product development road mapping, technology strategies, and design strategies * 3-5 years of experience working in agile scrum environments * 7 years of program and project management leadership * Strong technical acumen, both solution and technology-oriented with the ability to understand solution needs and ensure the team works to create increments that deliver value * Digital dexterity and proven agile delivery, optimizing technology for efficiency and experience * Strong understanding of the application of current technology trends e.g. CI/CD, Cloud Native Architecture, Micro-Services, Machine Learning * Proven experience developing and implementing new business processes and solutions within complex / matrix organizations containing large scale enabling technology solutions * Strong experience developing and articulating a vision; translating into practical actions, steps and results * Proven communication at all levels of the organization * Strong personnel management, vendor management and business relationship management experience aligning scope, timelines, budgets, and team efforts towards high impact solutions * Proven experience defining business and technology data exchange needs, operational support processes, management metrics, and identifying gaps to ensure quality of operations * Strong organizational, multi-tasking and critical thinking skills as well as attention to detail and commitment to quality and accuracy * Proven coordination of customer-facing communication related to product development *Preferred Knowledge, Skills & Abilities:* * CSPO (Certified Scrum Product Owner) or similar Agile certification * Master’s Degree in public policy, public administration, or related field * Prior state government or public service experience * Knowledge and understanding of the medical industry practices * Knowledge and understanding of the private insurance industry practices and documentation * Versed in IT Transformation assessments and implementations * Technical background (development, architecture, etc.) Selected candidates will be expected to report to our Boston office on their first day; positions will remain remote until further notice. *Total Compensation:* As an employee of the Commonwealth of Massachusetts you are offered a great career opportunity influencing a wide-spectrum of services to the diverse populations we serve - but it's more than a paycheck. The State's total compensation package features an outstanding set of employee benefits which you should consider towards your overall compensation, including: * 75% state paid medical insurance premium * Reasonable Dental and Vision Plans * Flexible Spending Account and Dependent Care Assistance program * Low cost basic and optional life insurance * Retirement Savings: State Employees' Pension and a Deferred Compensation 457(b) plan * 12 paid holidays per year and competitive Sick, Vacation and Personal Time * Tuition Benefit for employee and spouse at state colleges and universities * Short-Term Disability and Extended Illness program participation options * Incentive-based Wellness Programs * Professional Development and Continuing Education opportunities * Qualified Employer for Public Service Student Loan Forgiveness Program First consideration will be given to those applicants that apply within the first 14 days. Please see Preferred Qualifications. An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply. Job: Information Systems and Technology* *Organization: Department of Workforce Development *Title: *Engagement Manager/ Experience Owner Location: Massachusetts-Boston-19 Staniford Street Requisition ID: 210003C3

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