MO helps government leaders achieve their mission by designing intuitive and sustainable customer experiences that build trust and improve satisfaction. We use human-centered design to modernize and transform customer and employee experiences. We’re a small team of interdisciplinary creatives with mission, impact, and service to others deeply rooted in our DNA. We’re naive enough to believe we can change the world and bold enough to take the chance to do it.
We combine design thinking with continuous discovery and delivery methods to drive visionary, human-centered products to market. Everyone at MO directly impacts the direction and success of the company, and we own our roles. We value integrity, curiosity, and courage, and we operate collaboratively and with accountability while consistently challenging each other in the pursuit of excellence. At MO, we delight in creating one-of-a-kind products and experiences. Your imagination is the only limit on what you can do here!
Overview:
Are you looking to make an impact? We are looking for a Product Manager to support client delivery for a specified contract within the Department of State's. You are an experienced product professional, with strong product sense and client management skills, who can be tasked with achieving key outcomes and effectively interfacing with clients, partners, team members, and other key stakeholders. Successful candidates will have a track-record of leading high-performing human-centered design teams through discovery stages.
In this position, you will be working in a small, cross-functional team of researchers, service designers, and customer experience strategists working with the Consular Affairs' Customer Experience team to understand and synthesize customer needs, strategize improved service delivery, and design innovative solutions that improve service delivery for one or more workstreams.
\n- Collaborate with a service design leader to set the long-term strategy and success of one or more workstreams, working closely with teams and clients to achieve a shared product direction and strategy.
- Partner with researchers and designers to engage users and stakeholders to understand their pain-points, context of use, journeys, workflow, use cases, and business problems, break them down into components, prioritize the work from concept to delivery and drive them toward desired outcomes with evidence-based decisions and attention to detail.
- Collaborate with clients to develop longer term strategies that focus on the highest value outcomes for the program, given goals, needs, and constraints
- Effectively interface with clients, partners, team members, and other key stakeholders
- Support your team in the strategic approach to co-design, testing, and iteration, ensuring prototypes meet organizational standards and objectives, and resonate deeply with end-users.
- Support research activities with customers and team members to drive a deep understanding of the people who use products and services.
- Synthesize learnings and communicate findings in summary reports, customer profiles and journeys and service blueprints. Support definition of opportunity areas, epics and user stories for product backlogs and provide feedback into design iterations.
- Support efforts to establish and maintain service design principles and best practices across the organization, working closely with product, design, and development teams. Ensure consistent and accessible experiences across all products and interfaces.
- Serve as point of continuity between other cross-functional product teams and program leaders on a contract.
- Run efficient scrum ceremonies.
- Develop deep domain experience with the Department of State to support the Head of Product in developing processes that support business operations and growth
- Over time you will grow into broader / more strategic roles, including the potential to coach/lead other PMs engaged in client work.
- *Some travel, including overseas travel, may be required.*
- 3-6 years of industry experience in software development and product management
- An experienced product professional that has led product delivery for one or more digital products at scale
- Strong product sense, consulting mindset, technical expertise, and client management skills
- Experience leading service design efforts strongly preferred
- Experience working within cross-functional (e.g, multidisciplinary) teams and enabling related workflows, including design thinking, human centered design, and service design practices
- Strong marketing and customer success skills
- Consulting or digital agency background, and or has deep experience co-designing solutions with clients and external stakeholders
- Strong communicator and effective facilitator - understands how to communicate complexity for a variety of audiences; effectively builds consensus and guides decision-making in a multi stakeholder environment
- Strong understanding of modern product development practices and cross functional workflows
- Effective collaboration skills – incl. strong verbal, non-verbal, and written communication skills.
- Experience differentiating customer needs and the desires of customers, and how they both uniquely inform the definition of opportunities and co-creation of solutions.
- Experience with Agile frameworks such as Scrum/Kanban
- Demonstrated experience applying lean product thinking: rapid prototyping, MVPs
- Experience leading user research sessions, or interest in learning and supporting user research.
All MO leaders are expected to lead with humility, embody our core values in their leadership, and to hold their team accountable to the same. MO leaders are expected to ensure we are always growing by tackling hard problems, being strategic, and learning from others.
MO is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
We value diversity and inclusion and encourage all interested candidates to apply. If you have more experience beyond what is detailed here, we’d be happy to take a look. If you meet most but not all of the requirements, we still want to hear from you.
The Company reserves the right to conduct background and/or reference checks on all prospective employees. Your job offer is contingent upon satisfactory completion of such background and/or reference check as applicable. Additionally, this position may require a government background investigation to be completed and adjudicated dependent on your role and project . This offer will be withdrawn if any of the above conditions are not satisfied.
This application will remain open until filled.
