CX Product Manager

Overview

The CX Product Manager will partner with agency stakeholders to define, measure, and improve customer experience KPIs, driving performance across a network of state-level partners. This is a remote 3‑6 month contract role with a focus on stakeholder alignment and adoption of CX tools.

Responsibilities

• Define and document KPIs in collaboration with agency stakeholders ranging from executives to individual contributors
• Measure and analyze performance data to identify gaps and opportunities for CX improvement
• Influence and align stakeholders across agencies to adopt metrics and act on findings with urgency
• Support the improvement and adoption of CX and support tools, including ticketing and service platforms
• Develop and publish grant objectives and self‑measurement frameworks for use by state agency partners

Eligibility

• 8-15 years experience in Business Analysis, Operations Consulting, Business Transformation, CX, or Product Operations
• Proven ability to define problems, identify KPIs, and drive stakeholder alignment without formal authority
• Experience building or managing a product or program and securing internal adoption
• Strong analytical mindset with ability to translate data into actionable performance metrics
• Experience working with stakeholders at all organizational levels, from executive leadership to individual contributors

Skills