Digital Services Lead

Summary

Join MO, a company dedicated to improving government services through human-centered design, as a Digital Services Leader. You will manage and grow a portfolio of work, delivering innovative solutions for veterans and their families at the U.S. Department of Veterans Affairs. Responsibilities include ensuring team excellence, exceeding client expectations, driving growth, and fostering a culture of civic tech principles. The ideal candidate possesses proven delivery experience in government, strong problem-solving and consulting skills, and adaptability. MO offers a remote-first work environment, competitive compensation ($160,000-$190,000 annually, tiered based on experience), full health benefits, unlimited PTO, and opportunities for career growth. US citizenship and residency in specified states are required.

Requirements

• Proven delivery: 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 impacted
• Ability to travel to DC regularly for in-person presence with customers. Applicants in the DC area are preferred
• US Citizenship
• Residency in AL, AZ, CA, DC, GA, IL, KS, OR, NC, NV, NJ, NY, MI, ME, MA, CO, MD, VA, WA, FL, TX

Responsibilities

• 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
• 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
• 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

Benefits

• A fun, dynamic working environment with an energetic and diverse team
• A REMOTE first work environment
• An inclusive culture where everyone is welcome
• Competitive compensation commensurate with experience ($160,000 - $190,000 a year)
• 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)