Director of Public Digital Services

Director of Public Digital Services - (260004MT)

The Executive Office of Education’s Information Technology Group (EOE IT) strives to connect and empower communities of learners, from birth to college to the workforce, by building and supporting innovative systems that facilitate positive outcomes for all. We are a diverse team of professionals dedicated to ensuring that the Commonwealth of Massachusetts remains the national leader in education. Agencies in the Education Secretariat include The Children’s Trust, the Massachusetts Department of Early Education and Care (EEC), the Massachusetts Department of Elementary and Secondary Education (DESE), and the Massachusetts Department of Higher Education (DHE).

As EOE strives to improve the delivery of IT services, we seek an experienced individual for the role of Director of Public Digital Services. The Director of Public Digital Services leads EOE’s public digital service strategy, with a focus on improving how constituents, families, educators, institutions, providers, and agency partners interact with the Education Secretariat’s programs and services online.

This role is responsible for proactively partnering with EOE agencies to identify friction in the constituent experience, improve digital service delivery, modernize public-facing platforms, and strengthen the quality, accessibility, usability, and consistency of digital services across the Secretariat. The position oversees the teams responsible for EOE’s web presence, Microsoft 365 and SharePoint-based solutions, digital experience design, intake, and related delivery functions.

The Director works closely with agency leadership, EOE IT leadership, the Executive Office of Technology Services and Security (EOTSS), and other secretariats to align digital service priorities with Commonwealth standards, accessibility requirements, and broader technology strategy. The role moves EOE beyond a website-maintenance model toward a proactive, user-centered, service-oriented approach to managing digital platforms and improving the constituent experience.

The primary work location for this role will be at 135 Santilli Hwy, Everett, Massachusetts 02149
. The work schedule for this position is Monday through Friday, 9AM to 5PM EST
. This position is expected to follow a hybrid model of reporting to work that combines in-office workdays and work from home days as needed. Occasional local travel may be required.

Define and maintain EOE’s Public Digital Services vision, roadmap, governance model, and service standards across agencies in the Education Secretariat.

Align digital service priorities with Secretariat policy goals, agency business needs, constituent experience, accessibility requirements, and statewide IT strategy.

Establish success measures focused on user outcomes, accessibility, service reliability, operational efficiency, and public trust.

Move EOE from a website-focused support model toward an enterprise digital services model that improves the full constituent journey across websites, forms, applications, and support channels.

Oversee EOE’s portfolio of public-facing digital services, including websites, applications, digital forms, content platforms, and M365/Power Platform-based services.

Partner proactively with agencies to identify pain points, prioritize improvements, and improve how constituents access information, complete transactions, and receive services.

Balance new development, modernization, accessibility remediation, platform sustainment, and technical debt reduction across agencies.

Ensure public-facing services are accessible, secure, reliable, usable, and aligned with Commonwealth technology standards.

Define and implement enterprise standards for user-centered design, user research, accessibility, service design, content strategy, and digital delivery.

Create clear decision frameworks for intake, prioritization, escalation, risk management, and lifecycle ownership.

Coordinate with security, architecture, data, infrastructure, applications, procurement, privacy, legal, and…