Product And Customer Experience Lead

Product And Customer Experience Lead

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.

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 include: consultation, training, and education of health professionals and members of the public on BHA's digital products; behavioral health digital product management and design strategy; and supervision.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights: 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 include demonstrated ability to guide and mentor a multidisciplinary team in product management, human-centered design, technical assistance, or customer engagement.

Conditions of employment include: this position is delegated as a hybrid position; standard background – name check, TRAILS, CMS, and JBITS; current/valid and unrestricted US driver's license; 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 the information on the application and provide an explanation why the prior termination or resignation should not disqualify the applicant from the current position.

Appeal rights: if you receive notice that you have been eliminated from consideration for this position, you may file an appeal with the state personnel board or request a review by the state personnel director. An appeal or review must be submitted on the official appeal form, signed by you or your representative. This form must be delivered to the state personnel board by email, postmarked in US mail or hand delivered, or faxed within ten (10) calendar days from your receipt of notice or acknowledgment of the department's action.

Supplemental information: how to apply, the assessment process, toll free applicant technical support, and about how the state of Colorado is an equal opportunity employer.