About The Role:

As Delivery Operations Manager, you'll help Mass Digital turn its strategy and priorities into coordinated action and measurable outcomes. You'll lead and mature program and delivery management across the team, creating the practices, tools, and operating rhythms that give teams and leadership a clear view of priorities, progress, dependencies, risks, resources, and outcomes.

You'll work across Mass Digital to enable effective delivery of our highest priorities, helping teams coordinate complex work, navigate tradeoffs, and strengthen how we define and measure the outcomes of our work. You'll foster a collaborative delivery culture that balances transparency and accountability with the flexibility teams need to solve complex problems.

You'll also help extend Mass Digital's impact beyond the work our team directly delivers. You'll strengthen how we engage agency, EOTSS, and executive stakeholders around the Commonwealth's constituent experience goals and the Digital Roadmap, helping build shared ownership and turn those goals into action across state government. This includes helping manage our executive steering committee and developing a broad network of support for our work.

Across all of this, you'll bring structure to complexity, connect strategy with execution, and help Mass Digital and our partners deliver better outcomes for the people we serve. This role is a great fit for an experienced program and delivery leader who enjoys improving how organizations work and enabling multidisciplinary teams to deliver meaningful outcomes.

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 and mature program and delivery management across Mass Digital

• Define and evolve Mass Digital's delivery management practices, frameworks, tools, and operating rhythms.
• Maintain a cross-team view of priorities, progress, milestones, dependencies, risks, and resource needs.
• Partner with team leads to strengthen planning, delivery, risk management, and cross-team coordination.
• Identify systemic barriers to delivery and continuously improve how Mass Digital plans and executes its work.

Objective #2: Enable effective, outcome-oriented delivery of Mass Digital's priorities

• Coordinate complex initiatives and cross-team dependencies to keep Mass Digital's highest priorities moving forward.
• Help teams and leadership navigate tradeoffs across priorities, scope, timing, capacity, and resources.
• Enable more consistent articulation, tracking and reporting of the outcomes of our work.
• Build a collaborative delivery culture grounded in transparency, shared accountability, trust, learning, and continuous improvement.

Objective #3: Grow awareness and scale adoption of Mass Digital's constituent experience goals, practices and offerings across the state

• Develop and mature Mass Digital's strategy for engaging our agency, EOTSS, and other stakeholders in advancing the Commonwealth's constituent experience goals and digital roadmap.
• Help manage Mass Digital's executive steering committee as a forum for executive alignment, shared accountability, decision-making, and action.
• Build awareness and alignment around Mass Digital's constituent experience vision and help partners translate shared goals into action within their organizations.
• Create mechanisms for stakeholders to shape and advance the state's Digital Roadmap, address cross-organizational barriers, and identify opportunities for collective action.
• Build a network of partners and champions who extend Mass Digital's impact beyond the products and initiatives directly owned by our team.

Objective #4: Coordinate reporting, budgeting, and operational processes

• Support Mass Digital's participation in EOTSS portfolio reporting, planning, budgeting, and related operational processes.
• Establish efficient processes for gathering and synthesizing information from teams while minimizing administrative burden.
• Partner with Mass Digital leadership and EOTSS stakeholders on budget development, forecasting, resource planning, and portfolio management.
• Provide clear reporting and analysis on progress, risks, funding, resources, and emerging issues to support leadership decision-making.

Preferred Qualifications:

• Passion for improving equitable access to public services through research, design, and technology.
• 5+ years' progressive experience leading program, portfolio, delivery, or operations management in complex organizations.
• Demonstrated success establishing and maturing program and delivery management practices across multiple teams or initiatives.
• Experience coordinating complex, cross-functional initiatives involving product, design, engineering, operations, policy, or other disciplines.
• Strong understanding of modern product development and agile or iterative delivery practices
• Demonstrated ability to create portfolio-level visibility into priorities, progress, dependencies, risks, resources, and outcomes.
• Experience designing and managing governance processes that enable effective executive decision-making and accountability.
• Experience with organizational planning, budgeting, financial management, resource planning, or portfolio management processes.
• Strong facilitation skills and demonstrated ability to bring structure and clarity to complex or ambiguous situations.
• Strong judgment about when additional process or structure will improve delivery-and when it will get in the way.
• 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) six (6) years of full-time or, equivalent part-time, professional, administrative, supervisory, or managerial experience in business administration, business management, public administration, public management, clinical administration or clinical management of which (B) at least two (2) years must have been in a project management, supervisory or managerial capacity or (C) any equivalent combination of the required experience and substitutions below.

Substitutions:

I. A certificate in a relevant or related field may be substituted for one (1) year of the required (A) experience.

II. A Bachelor's degree in a related field may be substituted for two (2) years of the required (A) experience.

III. A Graduate degree in a related field may be substituted for three (3) years of the required (A) experience.

IV. A Doctorate degree in a related field may be substituted for four (4) years of the required (A) experience.

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!