Customer Experience and Product Delivery Lead

About the Role

Join the Texas Health and Human Services Commission (HHSC) as a Customer Experience and Product Delivery Lead, where you'll play a key role in enhancing the customer experience for agency technology products and services. This onsite position in Austin, Texas, offers the opportunity to work with program areas, IT teams, enterprise architects, vendors, and leadership to ensure successful product delivery, adoption, and continuous improvement.

Responsibilities

• Lead customer experience and product adoption activities, including customer discovery, stakeholder engagement, onboarding, training, and feedback loops (25%)
• Coordinate product delivery from planning to implementation, ensuring alignment with agency priorities and customer expectations (25%)
• Serve as a product liaison, eliciting customer needs, documenting requirements, and translating feedback into actionable product roadmap recommendations (20%)
• Develop and monitor product adoption and customer experience metrics, producing executive-ready reports and recommendations (10%)
• Support vendor and cross-functional delivery coordination, ensuring clear communication and customer-facing impact management (5%)
• Provide leadership and guidance to team members and stakeholders, supporting continuous improvement of product delivery practices (5%)
• Complete required learning paths as part of regular daily duties (15%)

Qualifications

• At least 7 years of experience in enterprise IT environments, including vendor coordination, project management, financial management, or technology deployment
• Graduation from an accredited four-year college or university with major coursework in information systems, business administration, mathematics, or a related field (preferred)

Skills

• Knowledge of customer experience principles, product management practices, and enterprise IT environments
• Skill in eliciting customer needs, coordinating cross-functional delivery, and developing adoption plans
• Ability to manage competing priorities, prepare executive-ready briefings, and build productive relationships with customers and stakeholders

Preferred Skills

• Experience leading product adoption or change management for enterprise technology products
• Experience managing product delivery from pilot to enterprise rollout
• Experience developing product roadmaps, adoption dashboards, or executive briefings
• Professional certifications in product management, project management, or related technologies

Additional Information

This full-time, exempt position offers a salary range of $5,797.66 - $8,750.00 per month. The role requires U.S. citizenship or permanent residency and the ability to commute to the Austin office. HHSC provides a comprehensive benefits package, including 100% paid employee health insurance, a defined benefit pension plan, and generous time off benefits. Explore more details on the Benefits of Working at HHS webpage.