Product Manager

Client: State of North Carolina NCDOT Division of Motor Vehicles (DMV)
Position Type: Contract
Level: Junior Product Manager

NCDOT DMV is seeking a Product Manager to support the discovery, delivery, launch, and continuous improvement of digital products that enhance customer experience, modernize DMV operations, and improve service efficiency.

• Lead digital products and service initiatives from discovery through delivery and continuous improvement
  .
• Support products including online services, appointment scheduling, queue management, customer portals, websites, mobile driver licenses (mDL), and internal tools.
• Translate business needs and customer feedback into product requirements, workflows, user stories, and prioritized backlogs
  .
• Partner with customers, frontline staff, stakeholders, vendors, designers, engineers, and technical teams.
• Conduct user research, customer interviews, usability testing, prototype testing, and feedback analysis
  .
• Identify customer pain points and opportunities to improve DMV operations and service delivery.
• Lead backlog refinement, sprint planning, product prioritization, and release coordination
  .
• Support product roadmaps, milestones, and iterative delivery planning.
• Coordinate vendors and internal teams to ensure delivery against timelines and product objectives.
• Hold vendors accountable for quality, usability, testing readiness, issue resolution, and delivery expectations
  .
• Monitor product performance using analytics, customer feedback, operational metrics, and frontline observations.
• Make evidence-based product decisions while balancing customer, business, technical, policy, and operational requirements.
• Champion user-centered design, Agile delivery, and continuous improvement
  .
• Escalate significant risks, policy issues, stakeholder conflicts, and delivery challenges to the Product Owner.

Experience with
Product Management, Digital Products, Product Lifecycle, Agile/Scrum, User Stories, Backlog Management, Sprint Planning, Product Prioritization, User Research, Usability Testing, Customer Experience, Vendor Management, Product Analytics, and Digital Transformation
.

Experience working with software developers, designers, engineers, and vendors throughout the complete product lifecycle is required.

Experience in government, transportation, healthcare, financial services, or other regulated environments is preferred. Familiarity with accessibility, UX, service design, customer experience, and digital transformation is highly desirable.

Education: Bachelor's degree in a related field or equivalent professional experience. Product Management, Agile/Scrum, UX Research, Service Design, or Customer Experience certifications are a plus.

Important: Candidate must report onsite on the first day to collect equipment and work 3 days per week onsite at DMV Rocky Mount
. Limited travel to other office locations may be required.