Deputy Chief Digital Officer (Head of Product and Experience Management)

The Executive Office of Technology Services and Security (EOTSS) is the state’s lead office for information technology. We provide enterprise level information technology services and infrastructure, including network management and security; computer operations; application hosting; desktop provisioning and management; and modern and responsive digital services to 40,000 internal stakeholders plus the residents, business owners and visitors to the Commonwealth of Massachusetts.

Are you interested in solving meaningful problems and transforming the journeys and experiences of the millions of diverse constituents interacting with the Commonwealth of Massachusetts government services? We’re looking for a collaborative and purpose driven Deputy Chief Digital Officer (Head of Product and Experience Management) to lead, grow and mature our established product organization within the Massachusetts Digital Service (Mass Digital) and improve the design, delivery and impact of state services.

Mass Digital,a division of EOTSS, enables Massachusetts government to design and deliver great people-centered services. Mass Digital established a long track record of delivery through work with the Department of Family and Medical Leave (DFML) and during the COVID-19 pandemic. We helped DFML launch the Commonwealth’s first digitally native service, Paid Family and Medical Leave. During the pandemic, we supported the Department of Unemployment Assistance in expanding their capacity to process unemployment claims in multiple languages and designed content for rapidly evolving pandemic unemployment benefits. We also supported the Department of Public Health and the Governor’s Office in launching and operating the state’s vaccine preregistration system.

We are now implementing a vision of the Commonwealth that proactively engages our diverse constituency, and delivers seamless, trustworthy, people-centered experiences for all. We’re achieving this through initiatives to create a single profile for users of Commonwealth services, expand channels of communication, and create seamless, responsive and personalized engagement experiences across different state services. We are scaling new products and services and building capacity across state government to adopt and apply people-centered practices in how they design and deliver services.

About The Role

As Deputy Chief Digital Officer (Head of Product and Experience Management), you'll partner closely with the Chief Digital Officer to shape the vision, strategy, and operating model for Mass Digital's products and services. You'll lead our product and engagement management practice, helping ensure we deliver high-quality, people-centered services that measurably improve outcomes for Massachusetts residents while building lasting capabilities across state government. You'll mature how we practice experience and product management at Mass Digital by developing our methods, coaching our product and engagement managers, and establishing a high bar for modern, evidence-based product leadership. You'll help define our organizational strategy and identify opportunities to deepen our impact.

You'll also play a key role in advancing people-centered product thinking and practices across the Commonwealth. Through Mass Digital's Customer Experience Center of Excellence, you'll help cultivate a statewide community of practice, sharing proven approaches to experience and product management, agile delivery, and continuous improvement to help agencies adopt modern, people-centered ways of working.

Come join Mass Digital as our Deputy Chief Digital Officer and help us build the future of constituent services for Massachusetts! If you are an experienced product leader who enjoys building teams, developing people, and transforming how government designs and delivers constituent experiences — not just technology — this role might be for you.

This position is a full-time opportunity.The work schedule for this position is Monday through Friday, 9\:00AM to 5\:00PM EST, in a hybrid remote arrangement with 40% time spent at the primary work location\: One Ashburton Place, Boston, Massachusetts 02108. Applicants should be located within reasonable commuting distance from the primary work location.

We strive to create a culture of belonging in EOTSS and Mass Digital. We are committed to building a workforce that reflects the diversity of the Commonwealth and to celebrating our differences. All applicants and employees drawn to serve our mission will enjoy equal opportunity and fair treatment. We will recruit, hire, compensate, train and promote without regard to race, color, gender (identity and expression), sex, sexual orientation, creed, religion, national or ethnic origin, age, disability status, veteran’s status, or anything else that describes your identity as a human being.

Duties and ResponsibilitiesObjective #1\: Lead our experience strategy across our products and services

• Set a cohesive experience strategy and strategic direction across Mass Digital's portfolio of products and services, aligned with constituent and agency outcomes.

• Lead planning and prioritization, balancing strategic impact, team capacity, and constituent and agency needs.

• Guide teams in developing product and service roadmaps informed by experience research, feedback, and data.

• Champion a holistic approach to product and service development that considers people’s end-to-end, front-to-back experiences and spans technology, policy, and operations.

• Partner with cross-functional teams and agency leaders to deliver high-quality services, manage risks, and continuously improve outcomes.

Objective #2\: Build and mature Mass Digital's experience and product management practices

• Define and evolve Mass Digital's experience and product management practices and establish frameworks and tools that enable consistent, high-quality delivery.

• Continuously improve discovery, prioritization, roadmapping, and measurement practices, and identify opportunities to strengthen Mass Digital's offerings.

Objective #3\: Coach, mentor, and grow our team

• Develop and lead a high-performing team, fostering cohesion and trust.

• Coach and support product and engagement managers in developing their skills and define frameworks for future growth.

• Empower team members to succeed through regular feedback and evaluation.

• Develop training, promote knowledge sharing, and seek out expertise within and outside the organization to share with the team.

• Build a diverse and inclusive team, ensuring that diversity, equity and inclusion principles are embedded in the attraction, recruitment, development and retention of the team and within the delivery of our services.

Objective #4\: Advance holistic, experience-focused service delivery across state government

• Help agencies adopt modern experience and product management, service design, experience research, and agile delivery practices.

• Help grow a statewide experience and product management community of practice and develop resources and mechanisms that build related capabilities across state government.

• Serve as a trusted advisor to agency leaders on strategy, service transformation, and organizational capability.

• Represent Mass Digital through partnerships, conferences, and thought leadership while bringing emerging best practices back into the organization.

Preferred Qualifications

• Passion for improving equitable access to public services through research, design, and technology.

• Deep expertise in all core product management skills including product sensing and strategy, managing iterative delivery by cross functional teams, aligning diverse stakeholders on vision and priorities, and using evidence and learning to inform roadmaps and decision making

• Experience building and scaling high-performing product organizations and coaching product leaders.

• Demonstrated success establishing product incubation, development and operating models, governance, and best practices in complex organizations.

• Experience leading end-to-end service transformation across technology, operations, policy, and constituent experience.

• Experience building communities of practice and leading organizational change.

• Strong knowledge of human-centered design, service design, product discovery, and outcome-driven product management.

• Experience identifying and managing compliance, partner, privacy, and other program-level risks.

• Demonstrated track record of financial stewardship, including the ability to make thoughtful investment decisions, manage resources responsibly, and effectively advocate for funding that advances organizational priorities.

• Proven ability to influence senior leaders, build partnerships, and lead through collaboration.

• Experience in digital government, public service delivery, or another complex, mission-driven environment is strongly preferred.