About The Role

As Deputy Chief Digital Officer, 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.

Duties and Responsibilities

Objective #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.

Qualifications:
MINIMUM ENTRANCE REQUIREMENTS:

Applicants must have at least (A) seven (7) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in IT administration or IT management, of which (B) at least three (3) years must have been in a managerial capacity.

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics? Explore our Employee Benefits and Rewards!