Product Manager

The Digital Sector at Leidos currently has an opening for a Product Manager to work in our Baltimore, Maryland office. This is an exciting opportunity to use your experience helping the Center for Medicare and Medicaid Services (CMS) define product strategy and roadmap for the modernization of its legacy Contact Center CRM platform into a modern, AI-enabled, cloud-native solution.

• Define, articulate, and evolve the product vision and roadmap supporting CMS’s AI-driven contact center operations strategy.
• Own and continuously prioritize the product backlog, ensuring user stories include clear, testable acceptance criteria aligned to CMS’s objectives.
• Partner with CMS product owners, CCOG SMEs, CSRs, and supervisors to deeply understand business needs and translate them into product requirements.
• Lead discovery sessions, design reviews, and Human-Centered Design (HCD) workshops, including interviews, surveys, focus groups, and side-by-side observations.
• Develop prototypes, mock-ups, and journey maps for stakeholder validation prior to development.
• Guide prioritization of the iterative AI Feature Roadmap, mapping AI capabilities to sprint cycles and defining measurable success criteria for each.
• Collaborate with the Release Train Engineer, Solution Architect, and scrum teams during PI planning, sprint planning, and sprint reviews to ensure backlog alignment with business priorities.
• Support definition of Go/No-Go Gate criteria and demonstrate functional parity/completeness against CMS-approved business functions at each phase gate.
• Ensure full mapping of current NGD business functions and workflows to the modernized CRM, prioritizing functional continuity and minimal operational disruption.
• Support development and maintenance of the New CRM Requirements Document, Requirements Traceability Matrix (RTM), and related sprint-cycle deliverables.
• Champion measurable outcomes such as Average Handle Time (AHT) reduction, swivel-chair reduction, CSR satisfaction, and AI feature adoption/utilization.
• Communicate product strategy, roadmap, and sprint progress to CMS leadership, the COR, and Leidos stakeholders through briefings and status reporting.
• Coach and support Agile delivery teams and CMS stakeholders on Agile/Product Management best practices, tools, and artifacts.
• Support the AI Compliance and Risk Management Plan, ensuring proposed AI features align with CMS governance, risk, and bias-mitigation requirements.
• Facilitate stakeholder engagement planning and manage relationships across a broad range of internal (Government) and external (CSR, beneficiary/consumer) personas.
• Support UAT planning and execution, ensuring test scenarios validate acceptance criteria and business function parity/continuity.
• Contribute to Change Management Plan development, including training content, release communications, and adoption strategies.
• Analyze product and enterprise Key Performance Indicators (KPIs) and Post-Transition Metrics to drive continuous, data-informed roadmap decisions.
• Support Sprint Review Reports and demonstrations of working software to CMS stakeholders, including case management, knowledge integration, AI features, and external system integrations.
• Ensure product decisions account for Section 508 accessibility, security, and FedRAMP compliance requirements.
• Manage and document methods of communication, prioritization, and decision-making to ensure seamless collaboration across Product, Engineering, and CMS teams.
• Actively participate in planning sessions, requirements gathering activities, design sessions, Agile modeling sessions, and other events supporting the CRM modernization.

• Bachelor’s degree and a minimum of 10-12 years of relevant prior experience, or…