CX Product Manager

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CX Product Manager, Remote (Denver-based preferred). Start date is ASAP for this 3-6+ month contract position.

Job Title

CX Product Manager

Location-Type

Remote (Denver, CO-based candidates preferred)

Start Date

ASAP (2-week notice acceptable)

Duration

Contract, 3-6 months

Compensation Range

$50-75.00/hr

Benefits

Eligible for Health, Dental, Vision, and 401K

Visa Sponsorship

Not eligible for visa sponsorship

Job Description

This role partners with agency stakeholders at all levels to define, measure, and improve customer experience KPIs, driving organizational performance and building trust across the client's ecosystem of state-level partners.

Job Summary

• Define and document KPIs in collaboration with agency stakeholders ranging from executives to individual contributors
• Measure and analyze performance data to identify gaps and opportunities for CX improvement
• Influence and align stakeholders across agencies to adopt metrics and act on findings with urgency
• Support the improvement and adoption of a growing suite of CX and support tools, including ticketing and service platforms
• Develop and publish grant objectives and self-measurement frameworks for use by state agency partners
• Build trust and momentum with agency partners by re-engaging them and identifying areas for quick wins
• Pivot and adapt project direction as organizational needs and priorities evolve

Minimum Requirements

• 8-15 years of experience in a Business Analysis, Operations Consulting, Business Transformation, CX, or Product Operations capacity
• Demonstrated ability to define problems, identify KPIs, and drive stakeholder alignment without relying on formal authority
• Proven experience building or managing a product or program and selling it internally to gain adoption
• Strong analytical mindset with the ability to interpret data and translate it into actionable performance metrics
• Track record of influencing cross-functional stakeholders and driving speed to action in complex environments
• Experience working with stakeholders at all organizational levels, from executive leadership to individual contributors

Preferred Qualifications

• Familiarity with customer support or service platforms such as Zendesk or similar tools
• Experience working within or alongside government, public sector, or grant-funded organizations
• Background in systematically solving organizational or operational problems at scale
• Demonstrated ability to build trust with external partners or agencies and create organizational momentum

Requirements