Product and Customer Experience Lead chez State of Colorado, CO

About the Department

This position is open to current Colorado residents only.
Please note: This recruitment may be used to fill multiple vacancies. 

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Position Duties

Hybrid  1 - 4 days in office per month as needed. This is subject to change due to the BHA’s needs.

Please note:  These working arrangements are subject to change.

The Product & Customer Experience Lead is a leadership position within the Technology and Data Division of the Behavioral Health Administration (BHA), a cabinet member-led agency housed within the Colorado Department of Human Services (CDHS).This role is responsible for ensuring that health professionals and members of the public interacting with BHA’s digital products—whether for care navigation, service delivery, or provider reporting—have a positive, meaningful experience. The Lead ensures these products are usable, accessible, and aligned with BHA’s broader vision for people-first behavioral health services.Serving as a strategic and hands-on product management leader, drives efforts across the digital portfolio—defining vision and roadmaps, stewarding product life cycles, and translating complex behavioral health needs into functional, scalable solutions. This includes leading product discovery and delivery processes, integrating user feedback, and aligning technical strategy with policy goals. The Lead plays a key role in reducing fragmentation in behavioral health data systems by fostering cohesive, modern digital products that bridge gaps between people, providers, and state systems.This position supervises members of the Product & Customer Experience Unit, a multidisciplinary team with expertise in product management, human-centered design, technical assistance, and customer engagement. The Lead provides strategic direction, operational oversight, and professional development support to the team, ensuring high-quality execution of digital training, user communications, and technical assistance activities.The Lead works in close partnership with other teams within BHA and CDHS, as well as statewide partners such as the Governor’s Office of eHealth Innovation, the Governor’s Office of Information Technology, and CDHS’ Business Innovation, Technology & Security Division to advance a shared technology vision and ensure that BHA’s digital products support whole-person care, data-driven decision-making, and seamless service delivery.

Duties of the position:
Consultation, training, and education of health professionals and members of the public on BHA’s digital products
The Product & Customer Experience Lead leads the strategy and execution of user education, training, and consultation for BHA’s digital behavioral health product portfolio. This position ensures that health professionals and members of the public understand how and when to use BHA’s digital products effectively, and that all user support content aligns with product functionality, policy goals, and regulatory requirements. The Lead oversees needs assessments to identify educational gaps across user groups and applies these insights to shape the design, delivery, and continuous improvement of training materials and support services.The Lead establishes quality standards for how the Product & Customer Experience Unit engages with users—including guidance for consultations, support workflows, user communications, and partner meetings. These standards are applied consistently across public- and provider-facing products and are tailored to diverse user needs, from licensed healthcare professionals to individuals seeking behavioral health services. This role also leads cross-functional coordination to ensure user support content and training reflect behavioral health policy, programmatic goals, and technical changes in digital products.By integrating user education into the broader product management strategy, the Lead ensures that user understanding, adoption, and experience are proactively addressed as part of product development and rollout.

Behavioral health digital product management and design strategy
This position leads the overall product management and design strategy for BHA’s portfolio of digital products, ensuring they are user-centered, technically sound, and aligned with BHA’s mission to provide equitable, effective behavioral health services to the people of Colorado. This position is responsible for defining and overseeing a continuous product improvement process rooted in ongoing monitoring, user research, product analytics, and design evaluation. The Director sets the vision for how product usage, usability, and impact are assessed across the portfolio—spanning both public- and provider-facing tools—and uses these insights to guide product strategy, prioritize enhancements, and inform future feature development.

The Lead defines and operationalizes frameworks for how each product's effectiveness and adoption is measured, ensuring these frameworks are integrated into the product lifecycle from launch through iteration. Outputs from product analytics, error tracking, user feedback loops, and technical monitoring inform product roadmaps, user education strategies, and training workflows. This role leads the translation of findings into actionable product design changes, user support materials, and, when necessary, adjustments to regulatory or contractual expectations.

As the strategic product lead within the Technology and Data Division, the Lead also guides the engagement of the Product & Customer Experience Unit with both internal technology teams and external programmatic and regulatory partners to drive design consistency, improve usability, and ensure product improvements are grounded in the lived experiences of end users.

Supervision
Provide supervision to FTE and several individual contractors.  

• Ensure services and products delivered by staff are of superior quality, timeliness, and quantity and contribute to the unit work plan objectives.  
• Implement methods, procedures, and processes to improve workflow and productivity.  
• Provide feedback and coaching to staff on work and projects, assist in training staff, and provide leadership on projects as necessary.
• Approve time cards for hours worked and leave requests for paid time off.  (optional for work lead)
• Develop plans for training, career growth, and professional development to enhance staff knowledge, skills, and abilities.  
• Monitor and evaluate employee performance, and contribute to each assigned employee’s annual performance plan and annual performance evaluation.
• Maintain oversight on project management plans.
• Review attendance, workplace behavior, communication, and competencies with employees regularly.

Minimum Qualifications

Experience Only

Seven (7) years of relevant experience in product management, support or development, human-centered design, technical assistance, or customer engagement with digital products. 

OR

Education and Experience:

A combination of related education and/or relevant experience in product management, human-centered design, technical assistance, or customer engagement with digital products equal to seven (7) years.

Preferred Qualifications:

• Demonstrated ability to guide and mentor a multidisciplinary team in product management, human-centered design, technical assistance, or customer engagement.

• Proven experience in the hands-on execution of product lifecycle management, from defining features to integrating user feedback.

• Strong track record of translating complex behavioral health needs into practical and user-friendly digital solutions.

• Experience in developing and delivering user education and training programs for digital products.

• Ability to contribute to reducing fragmentation in data systems by supporting the development of cohesive digital products.

Conditions of Employment:

• This position is delegated as a hybrid position. The employees must maintain a home office and workstation free of distraction.
  internet, and possibly phone to complete required job duties or report to the office when needed.
• Standard background check and reference check required.
• Motor Vehicle Check, if the employee will drive a state-owned vehicle, either in an on-going capacity while performing their normal day-to-day job duties OR on occasion for training/meetings/client visits/etc.  
• The position is to travel to meetings and/or conferences as needed. 
• Former State employees who were disciplinarily terminated or resigned in lieu of termination must:

  • Disclose that information on the application.

  • Explain why the prior termination or resignation should not disqualify you from the current position.

  • Provide your employee number from your prior State employment.  Absent extraordinary circumstances, prior disciplinary termination or resignation in lieu of termination and failure to provide this information will disqualify the applicant from future State employment with CDHS.

APPEAL RIGHTS:

You may file an appeal with the State Personnel Board or request a review by the State Personnel Director if your application is eliminated.  You will find the appeals process, the official appeal form, and how to deliver it on the State Personnel Board website.

• You or your representative must sign and submit the official appeal form for review.  

• You can find the official appeal form here. 

• You must be deliver the official appeal form to the State Personnel Board:

  • By email ([email protected]), or

  • Postmarked in US Mail to(1525 Sherman Street, 4th Floor, Denver CO 80203, or 

  • Hand delivered (1525 Sherman Street, 4th Floor, Denver CO 80203), or

  • Faxed (303.866.5038) within ten (10) calendar days from your receipt of notice or acknowledgement of the department’s action.

Contact the State Personnel Board for assistance:

• At (303) 866-3300, or

•  Refer to the  Colorado Code of Regulations (CCR) 801-1, State Personnel Board Rules and Personnel Director's Administrative Procedures, Chapter 8, Resolution of Appeals and Disputes, within the Rules webpage.

Other Qualifications

• How to apply to the State of Colorado(YouTube Video, Runtime 3:59, Closed Captions Available)

• The Assessment Process

• For additional recruiting questions, please contact Stacy Chinea at [email protected]

About Us & Benefits

If your goal is to build a career that makes a difference, join the dedicated people of the Colorado Department of Human Services (CDHS). Our professionals strive to design and deliver high-quality human and health services that improve the safety, independence, and well-being of the people of Colorado. Each of us is committed to contributing to a safe and accessible CDHS. In addition to a great location and rewarding and meaningful work, we offer:

• Strong, secure, yet flexible retirement benefits, including a PERA Defined Benefit Plan or PERA Defined Contribution Plan plus 401(k) and 457 plans

• Medical and dental health plans

• Employer-supplemented Health Savings Account

• Paid life insurance

• Short- and long-term disability coverage

• 11 paid holidays per year, plus vacation and sick leave

• State of Colorado Employee BenefitHub Resource Center

• Employee Wellness program

• Excellent work-life programs, such as flexible schedules, training, and more

• Remote work arrangements for eligible positions

• *Some positions may qualify for the Public Service Loan Forgiveness Program.

Our Values

• We believe in a people-first approach: We prioritize the needs, well-being, and dignity of the individuals, families and communities we serve. We commit to respect, fairness, and access in every decision, policy, and interaction. We engage client voices and experiences in the development and implementation of the services we provide.

• Balance creates quality of life: We want our team to be resilient through a supportive workplace that values flexibility, health and wellness, and employee engagement.

• We hold ourselves accountable: We take responsibility through our actions, programs, and results for the state of health and human services in Colorado.

• Transparency matters: We are open and honest with employees, our partners, the Coloradans we serve, and the public.

• We are ethical: We abide by what is best for those we serve by doing what is right, not what is easy.

• Collaboration helps us rise together: We work together with all partners, employees, and clients to achieve the best outcomes for Coloradans.

ADA Accommodations

CDHS is committed to a Colorado for ALL qualified individuals. As part of this commitment, our agency will assist individuals who have a disability with any reasonable accommodation requests related to employment. 

This includes completing the application process, interviewing, completing any pre-employment testing, participating in the employee selection process, and/or performing essential job functions where the requested accommodation does not impose an undue hardship. If you have a disability and require reasonable accommodation to ensure you have a positive experience applying or interviewing for this position, please direct your inquiries to [email protected].

EEO Statement

The State of Colorado is an equal opportunity employer

We are committed to increasing a “Colorado for ALL" of our staff and providing culturally responsive programs and services. Therefore, we encourage responses from people of all backgrounds and abilities.  The State of Colorado believes that a “Colorado for ALL” drives our success, and we encourage candidates from all identities, backgrounds, and abilities to apply. The State of Colorado is an equal opportunity employer committed to building inclusive, innovative work environments with employees who reflect our communities and enthusiastically serve them. Therefore, in all aspects of the employment process, we provide employment opportunities to all qualified applicants without regard to race, color, religion, sex, disability, age, sexual orientation, gender identity or expression, pregnancy, medical condition related to pregnancy, creed, ancestry, national origin, marital status, genetic information, or military status (with preference given to military veterans), or any other protected status in accordance with applicable law.

Additional Support For Your Application

Toll-Free Applicant Technical Support

If you experience technical difficulty with the NEOGOV system (e.g., uploading or attaching documents to your online application) call NEOGOV technical support at 855-524-5627, Mon-Fri between 6 am and 6 pm (Pacific Time).  Helpful hints: if you are having difficulty uploading or attaching documents to your application, 1) ensure your documents are PDF or Microsoft Word files, and 2) close the document before you attempt to upload (attach) it.

Required Supplemental Questions:

• (Multiple Choice) The bottom of this job announcement provides links to additional information on how to apply, the assessment process, toll free applicant technical support, and about how the State of Colorado is an equal opportunity employer. 

  • Please acknowledge below that you have read the information provided in these links.

    • This information is available to me, and I have read this information.

    • I am unable to access the links with this information on the job posting. (If you select this option, please contact the recruiter, whose information is listed on this announcement, so that they can send this information directly to you.)

• Your legal name is used in the hiring process for background checks. Did you use your full legal name in your application? If not, please update your information before submitting your application. Yes/No

• If you are a current or former State of Colorado employee, please list your employee number (starts with 997…). Your application may be considered incomplete if you do not provide this information. An incomplete application may not move forward in the Selection process.  If you are a former or current state employee, please identify what state agency you work(ed) with and how many years of relevant state service you have related to the position you are applying for. (Ensure this is listed on your application under work experience.)

• Former State employees who were disciplinarily terminated or resigned in lieu of termination must disclose the information on the application.

In the space below, please explain why the prior termination or resignation should not disqualify your application from the current position. 

 

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