Digital Services Lead

Intro

MO helps government leaders achieve their mission by designing intuitive and sustainable customer experiences that build trust and improve satisfaction. We use human-centered design (HCD) to modernize and transform user and employee experiences. We’re a small team of interdisciplinary creatives with mission, impact, and service to others deeply rooted in our DNA. We’re naive enough to believe we can change the world and bold enough to take the chance to do it.

We combine design thinking with continuous discovery and delivery methods to drive visionary, human-centered products to market. Our custom solutions range in size from completely revamping an entire application to refreshing small pieces of a larger product. Everyone at MO directly impacts the direction and success of the company, and we own our roles. We value integrity, curiosity, and courage, and we operate collaboratively and with accountability while consistently challenging each other in the pursuit of excellence. At MO, we delight in creating one-of-a-kind products and experiences. Your imagination is the only limit on what you can do here!

Overview

Are you looking to make an impact? We’re looking for a digital services leader to manage and grow one of our portfolios of work, empowering our team members to deliver innovative solutions and drive high impact outcomes for Veterans and their families, via our work at the U.S. Department of Veterans Affairs (VA).

In this position, you’ll own one or more programs as a business - ensuring we consistently exceed client expectations, deliver best in class digital services with a meaningful impact on those we serve, drive satisfaction and practice excellence among the program team members, all while maintaining profitability and growth targets.

• Delivery
• Ensure our teams are empowered to consistently deliver best in class digital services for the clients and end users we serve
• Ensure the right people are in the right program roles for the sake of team health and work quality, and manage staffing (including recruiting and hiring) as needed to drive excellent digital services delivery
• Maintain strong relationships with key government stakeholders, ensuring continuous alignment, high client satisfaction, and continuously exceeded expectations
• Act as escalation point for contract performance and personnel / partner team issues, using sound judgement to quickly handle complex situations to simultaneously protect the teams and maintain high client satisfaction
• Support new program kick-offs to ensure teams and clients are in lock step and ready to achieve high quality delivery from day one
• Work with operations, finance, and project management personnel to ensure programs stay compliant and profitable
• Roll sleeves up as necessary to guide digital services solution direction and work output for contract objectives

• Growth
• Through program networks and delivery work, identify and mature organic growth opportunities, resulting in recurring revenue for the company
• Collaborate with the Growth Team to win new contract awards, including activities like identifying ideal bid team personnel, leading technical solutioning, participating in pitches and presentations, and crafting compelling proposal content 
• Maintain Account Plans tracking organic growth revenue goals, opportunities and new leads to drive those goals, and strategies for actualizing them
• Empower teammates across programs to participate in activities with the Growth Team, in alignment with their skills and interests

• Leadership
• Collaborate with Head of Digital Services to shape vision, objectives, and roadmap for the Digital Services Organization, as well as initiatives to bring that vision to life
• Lead company-wide initiatives, including development of operating procedures, employee programs, and more, aimed at driving forward the company’s annual strategy and objectives
• Foster deep understanding and usage of civic tech principles across our teams and solutions, including user-centered design, data-driven decision-making, bureaucracy hacking, iterative development, working in the open, and continuous deployment
• Directly manage and mentor highly experienced design, engineering, and product practitioners, empowering excellent performance and continuous professional growth
• Track and optimize for key delivery (including profitability and client satisfaction), growth, practice excellence, impact, and team health metrics across the portfolio
• Maintain strong relationships with leadership at partner companies, and with key players across the civic tech community, driving good will and continual learning and cross-pollination of ideas

• Proven delivery: we want people who know how to get things done, not just talk about it. The ideal candidate has an established track record of delivering high impact digital services in the government space
• Problem-solving skills: propensity to take a solution-oriented approach to tackling problems
• Consulting mindset: ability to influence decision-making and drive change with key stakeholders
• Adaptability: ability to manage multiple priorities and switch contexts quickly
• Commitment to Excellence: desire to deliver outstanding results consistently
• People-centered change leadership: adept at navigating and instigating change in a way that addresses the needs of all those impactedAbility to travel to DC regularly for in-person presence with customers. Applicants in the DC area are preferred

• A fun, dynamic working environment with an energetic and diverse team
• A REMOTE first work environmentAn inclusive culture where everyone is welcome
• Competitive compensation commensurate with experience
• Opportunities for career growth
• Full health benefits (85% medical premiums for employees and dependents, dental, vision)
• 401K plan
• unlimited Paid Time Off (PTO)
• Short- and Long-Term Disability in addition to Life Insurance (company sponsored)

Note: to ensure we remain compliant with all state, county, and local employment and tax regulations, applicants must currently reside in one of the following states to be considered for employment with MO. This list will be updated periodically as our Employee Experience team works to open up hiring in additional states.

AL, AZ, CA, DC, GA, IL, KS, OR, NC, NV, NJ, NY, MI, ME, MA, CO, MD, VA, WA, FL, TX

This position requires US Citizenship.

This position will remain open until 100 applications are received.

In support of the Colorado Equal Pay Transparency Act, and others like it across the country, MO's job descriptions feature the starting range we reasonably expect to pay to candidates who would join our team with little to no need for training on the responsibilities we've outlined above. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and responsibility.

Closing

All MO leaders are expected to lead with humility, embody our core values in their leadership, and to hold their team accountable to the same. MO leaders are expected to ensure we are always growing by tackling hard problems, being strategic, and learning from others.

MO is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

We value diversity and inclusion and encourage all interested candidates to apply. If you have more experience beyond what is detailed here, we’d be happy to take a look. If you meet most but not all of the requirements, we still want to hear from you. 

MO helps government leaders achieve their mission by designing intuitive and sustainable customer experiences that build trust and improve satisfaction. We use human-centered design (HCD) to modernize and transform user and employee experiences. We’re a small team of interdisciplinary creatives with mission, impact, and service to others deeply rooted in our DNA. We’re naive enough to believe we can change the world and bold enough to take the chance to do it.

We combine design thinking with continuous discovery and delivery methods to drive visionary, human-centered products to market. Our custom solutions range in size from completely revamping an entire application to refreshing small pieces of a larger product. Everyone at MO directly impacts the direction and success of the company, and we own our roles. We value integrity, curiosity, and courage, and we operate collaboratively and with accountability while consistently challenging each other in the pursuit of excellence. At MO, we delight in creating one-of-a-kind products and experiences. Your imagination is the only limit on what you can do here!