Product Manager

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 CMSs 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 CMSs AI-driven contact center operations strategy.

Own and continuously prioritize the product backlog ensuring user stories include clear testable acceptance criteria aligned to CMSs 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:

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

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.