Product and Customer Experience Lead
Product and Customer Experience Lead
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$ 71544 - 114492
1 Vacancy
Job Description
Department Information
This position is open to current Colorado residents only.
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Description of Job
Hybrid 1 - 4 days in officeper month as needed. This is subject to change due to the BHAs needs.
8-5 Monday through FridayPlease note: These working arrangements are subject to change.
The Product & Customer Experience Lead is a leadership position within the Technology and Data Division of the Behavioral Health Administration (BHA) a cabinet member-led agency housed within the Colorado Department of Human Services (CDHS).This role is responsible for ensuring that health professionals and members of the public interacting with BHAs digital productswhether for care navigation service delivery or provider reportinghave a positive meaningful experience. The Lead ensures these products are usable accessible and aligned with BHAs broader vision for people-first behavioral health services.Serving as a strategic and hands-on product management leader drives efforts across the digital portfoliodefining vision and roadmaps stewarding product life cycles and translating complex behavioral health needs into functional scalable solutions. This includes leading product discovery and delivery processes integrating user feedback and aligning technical strategy with policy goals. The Lead plays a key role in reducing fragmentation in behavioral health data systems by fostering cohesive modern digital products that bridge gaps between people providers and state systems.This position supervises members of the Product & Customer Experience Unit a multidisciplinary team with expertise in product management human-centered design technical assistance and customer engagement. The Lead provides strategic direction operational oversight and professional development support to the team ensuring high-quality execution of digital training user communications and technical assistance activities.The Lead works in close partnership with other teams within BHA and CDHS as well as statewide partners such as the Governors Office of eHealth Innovation the Governors Office of Information Technology and CDHS Business Innovation Technology & Security Division to advance a shared technology vision and ensure that BHAs digital products support whole-person care data-driven decision-making and seamless service delivery.
Duties of the position:
Consultation training and education of health professionals and members of the public on BHAs digital products
The Product & Customer Experience Lead leads the strategy and execution of user education training and consultation forBHAs digital behavioral health product portfolio. This position ensures that health professionals and members of the public understand how and when to use BHAs digital products effectively and that all user support content aligns with product functionality policy goals and regulatory requirements. The Lead oversees needs assessments to identify educational gaps across user groups and applies these insights to shape the design delivery and continuous improvement of training materials and support services.The Lead establishes quality standards for how the Product & Customer Experience Unit engages with usersincluding guidance for consultations support workflows user communications and partner meetings. These standards are applied consistently across public- and provider-facing products and are tailored to diverse user needs from licensed healthcare professionals to individuals seeking behavioral health services. This role also leads cross-functional coordination to ensure user support content and training reflect behavioral health policy programmatic goals and technical changes in digital products.By integrating user education into the broader product management strategy the Lead ensures that user understanding adoption and experience are proactively addressed as part of product development and rollout.
Behavioral health digital product management and design strategy
This position leads the overall product management and design strategy for BHAs portfolio of digital products ensuring they are user-centered technically sound and aligned with BHAs mission to provide equitable effective behavioral health services to the people of Colorado. This position is responsible for defining and overseeing a continuous product improvement process rooted in ongoing monitoring user research product analytics and design evaluation. The Director sets the vision for how product usage usability and impact are assessed across the portfoliospanning both public- and provider-facing toolsand uses these insights to guide product strategy prioritize enhancements and inform future feature development.The Lead defines and operationalizes frameworks for how each products effectiveness and adoption is measured ensuring these frameworks are integrated into the product lifecycle from launch through iteration. Outputs from product analytics error tracking user feedback loops and technical monitoring inform product roadmaps user education strategies and training workflows. This role leads the translation of findings into actionable product design changes user support materials and when necessary adjustments to regulatory or contractual expectations.
As the strategic product lead within the Technology and Data Division the Lead also guides the engagement of the Product & Customer Experience Unit with both internal technology teams and external programmatic and regulatory partners to drive design consistency improve usability and ensure product improvements are grounded in the lived experiences of end users.
Supervision
Provide supervision to FTE and several individual contractors.- Ensure services and products delivered by staff are of superior quality timeliness and quantity and contribute to the unit work plan objectives.
- Implement methods procedures and processes to improve workflow and productivity.
- Provide feedback and coaching to staff on work and projects assist in training staff and provide leadership on projects as necessary.
- Approve time cards for hours worked and leave requests for paid time off. (optional for work lead)
- Develop plans for training career growth and professional development to enhance staff knowledge skills and abilities.
- Monitor and evaluate employee performance and contribute to each assigned employees annual performance plan and annual performance evaluation.
- Maintain oversight on project management plans.
- Review attendance workplace behavior communication and competencies with employees regularly.
Minimum Qualifications Substitutions Conditions of Employment & Appeal Rights
Experience Only
Seven (7) years of relevant experiencein product management support or development human-centered design technical assistance or customer engagement with digital products.
OR
Education and Experience:A combination of related education and/or relevant experience in product management human-centered design technical assistance or customer engagement with digital products equal to seven (7) years.
Preferred Qualifications:Demonstrated ability to guide and mentor a multidisciplinary team in product management human-centered design technical assistance or customer engagement.
Proven experience in the hands-on execution of product lifecycle management from defining features to integrating user feedback.
Strong track record of translating complex behavioral health needs into practical and user-friendly digital solutions.
Experience in developing and delivering user education and training programs for digital products.
Ability to contribute to reducing fragmentation in data systems by supporting the development of cohesive digital products.
Conditions of Employment:- This position is delegated as a hybrid position. The employees must maintain a home office and workstation free of distraction.
internet and possibly phone to complete required job duties or report to the office when needed. - Standard Background Name check TRAILS CMS and JBITS
- Current/Valid and unrestricted US Drivers License
- The position is to travel to meetings and/or conferences as needed.
- Former State employees who were disciplinarily terminated or resigned in lieu of termination must disclose the information on the application and provide an explanation why the prior termination or resignation should not disqualify the applicant from the current position. Absent extraordinary circumstances prior disciplinary termination or resignation in lieu of termination will disqualify the applicant from future State employment with CDHS.
If you receive notice that you have been eliminated from consideration for this position you may file an appeal with the State Personnel Board or request a review by the State Personnel Director.
An appeal or review must be submitted on the official appeal form signed by you or your representative. This form must be delivered to the State Personnel Board by email () postmarked in US Mail or hand delivered (1525 Sherman Street 4th Floor Denver CO 80203) or faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgment of the departments action.
For more information about the appeals process the official appeal form and how to deliver it to the State Personnel Board; go to ; contact the State Personnel Board for assistance at ; or refer to 4 Colorado Code of Regulations (CCR) 801-1 State Personnel Board Rules and Personnel Directors Administrative Procedures Chapter 8 Resolution of Appeals and Disputes at under Rules.
A standard appeal form is available at: If you appeal your appeal must be submitted in writing on the official appeal form signed by you or your representative and received at the following address within 10 days of your receipt of notice or knowledge of the action: Colorado State Personnel Board/State Personnel Director Attn: Appeals Processing 1525 Sherman Street 4th Floor Denver CO 80203. Fax: . Phone: . The ten-day deadline and these appeal procedures also apply to all charges of discrimination.Supplemental Information
For additional recruiting questions please contact @
About Us:
If your goal is to build a career that makes a difference consider joining the dedicated people of theColorado Department of Human Services(CDHS). Our professionals strive to design and deliver high quality human and health services that improve the safety independence and well-being of the people of addition to a great location and rewarding and meaningful work we offer:
- Strong secure yet flexible retirement benefits including aPERA Defined Benefit Plan or PERA Defined Contribution Planplus 401(k) and 457 plans
- Medical and dental health plans
- Employer supplementedHealth Savings Account
- Paid life insurance
- Short- and long-term disability coverage
- 11 paid holidays per year plus vacation and sick leave
- BenefitHubstate employee discount program
- Employee Wellness program MotivateMe
- Excellent work-life programs such as flexible schedules training and more
- Remote work arrangements for eligible positions
*Some positions may qualify for the Public Service Loan Forgiveness Program. For more
information go to Values:
We believe in a people-first approach:To serve the people of Colorado we develop a culture and work environment that creates an energized inspired and healthy team capable of giving their best to Coloradans.
Balance creates quality of life:We want our team to be resilient through a supportive workplace that values flexibility health and wellness and employee engagement.
We hold ourselves accountable:We take responsibility through our actions programs and results for the state of health and human services in Colorado.
Transparency matters:We are open and honest with employees our partners the Coloradans we serve and the public.
We are ethical:We abide by what is best for those we serve by doing what is right not what is easy.
Collaboration helps us rise together:We work together with all partners employees and clients to achieve the best outcomes for Coloradans.
We are committed to increasing the diversity of our staff and providing culturally responsive programs and services. Therefore we encourage responses from people of diverse backgrounds and abilities.
ADAA Accommodations:CDHS is committed to the full inclusion of all qualified individuals. As part of this commitment our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment including completing the application process interviewing completing any pre-employment testing participating in the employee selection process and/or to perform essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position please direct your inquiries to our ADAAA Coordinator Nancy Schmelzer at or call 1-.
THE STATE OF COLORADO IS AN EQUAL OPPORTUNITY EMPLOYER
Employment Type
Full-Time
