Head of Product – Solutions for Health & Human Services

About CommunityCX CommunityCX (CCX) is a mission-driven technology organization that helps governments and nonprofits provide essential health and human services. We provide accessible, mobile-first solutions to improve access to public services—from Medicaid and SNAP to workforce development. We help public agencies deliver critical services more effectively at scale. We've supported over 10 million people across the U.S. and are winners of the Service to the Citizen Award. Position Summary The Head of Product will drive the vision, strategy, and execution of user-centered software products. This leader will build and scale solutions supporting Medicaid, SNAP, TANF and other health and human services programs — delivering measurable outcomes for millions of people that rely on the safety net. The ideal candidate brings a background in user-centered design, a curiosity to find better solutions and a data driven mindset. You should have a track-record of developing products that are used by millions of people, especially low-income people. You should be comfortable with navigating ambiguity, passionate about social impact, and equally skilled presenting to public sector executives and directing cross-functional teams.

Key Responsibilities

Research & Prototype Lead user research with

• Consumers served by government agencies
• Caseworkers and frontline staff
• Agency administrators

Apply qualitative and quantitative research methods, including:

• Interviews and field research
• Usability testing
• Journey mapping
• Service blueprinting
• Behavioral analytics

Lead discovery sessions with state and county health & human services agencies. Develop and present product prototypes to executives, funders, and partners. Product Vision & Strategy Define and evolve a long-term product roadmap aligned with the needs of Medicaid, SNAP and other government programs. Build and scale products serving large beneficiary populations while balancing compliance, and usability. Champion data-informed innovation and a user-first mindset across teams. Regulatory Translation & Policy Alignment Translate federal and state regulations (CMS guidance, SNAP policy, waivers, state plan amendments, eligibility rules) into clear product requirements. Partner with agency leaders, policy experts, and compliance teams to ensure product decisions align with statutory and operational realities. Design systems that remain adaptable within evolving regulatory environments. AI/ML Product Development Oversee the design, training, validation, and deployment of AI/ML models supporting:

• Chatbots and conversational AI
• Outreach automation
• Case management and workflow optimization
• Eligibility and engagement analytics

Ensure AI systems are explainable, ethical, compliant, and rigorously validated within regulated government environments. Social Impact & Scale Define outcome-based metrics that measure real-world improvements in:

• Access to services
• User engagement
• Saves clients time or money

Build reporting frameworks and dashboards for agencies and funders. Market & Technical Analysis Monitor SaaS, civic tech, AI, and public-benefit modernization trends. Evaluate third-party tools, APIs, and technical integrations within government ecosystems. Drive competitive differentiation in highly regulated markets. Team Leadership Lead and mentor a cross-functional team of engineers, designers and researchers. Partner with Program Managers and customers. Build systems for prioritization, experimentation, regulatory documentation, and delivery excellence. Foster a culture of ownership, accountability, and measurable impact.

Qualifications

Experience

• 3+ years working directly on safety net programs (SNAP, Medicaid, TANF, WIC, or similar public-benefit systems)
• 5+ years of product development experience
• 5+ years or user research/user design experience
• 2+ years of experience working with government
• Track record delivering products used by 1M+ users
• Direct experience designing and launching AI products

Skills

• Able to develop prototypes
• Hands-on experience with data and analytics
• Outstanding communication and executive presentation skills
• Demonstrated ability to lead cross-functional teams

Preferred Attributes

• Passionate about advancing equitable access to public benefits
• Systems thinker who balances policy, operations, technology, and user needs
• Experienced building products in regulated, high-stakes environments
• Analytical, impact-oriented, and mission-driven
• Thrives in fast-paced, ambiguous, early-stage environments