City of Boston

Senior Product Manager

Posted Date 3 months ago(9/8/2022 2:51 PM)
Req ID
Office of Housing
Regular Full-Time
Salary Min
Salary Max
Contact Email


The mission of the Mayor’s Office of Housing (MOH) is to make Boston the most livable city in the nation by working with communities to build strong neighborhoods through the strategic investment of public resources. MOH oversees programs that create and preserve affordable housing, support homeowners and renters, provide housing and services to unhoused individuals and families, and dispose of city-owned property. MOH seeks to carry out its mission through a lens of promoting diversity, equity and inclusion and addressing the effects of systemic racism in our city.

Within MOH, the Innovation and Technology (IT) Division is responsible for providing the technology resources and performance strategies to maintain an exceptional level of constituent service and to assist the department in executing on its key objectives. IT’s team of around ten internal and contracted staff are organized into three work groups: technology support, performance management, and product management. Through the implementation of best-practice technology solutions and workflow processes, the IT Division aims to provide staff with actionable intelligence to measure, and ultimately increase, the impact of their programs on the community.

Brief Job Description:

Under the supervision of the Director for Innovation and Technology or designee, the Senior Product Manager is responsible for developing and executing a vision for the department’s Salesforce-based internal application ecosystem. With over 200 internal and external users conducting dozens of different workflows, the department’s Salesforce environment serves as its technological backbone. Its nearly twenty-five products include project management for large-scale affordable housing development projects, hands-on case management support for at-risk tenants, financial assistance application processing, and fulfilling internal administrative requirements. The department’s ability to work effectively is inextricably linked to the features and functionality of its Salesforce environment; it is single-handedly the department’s most critical technology asset.

A core element of this role will be to execute best-practice product management practices that govern the maintenance and development of these products. By adhering to formal governance structures and processes for new feature development, strategic planning, and development protocols, this position helps align the department’s most critical technology asset into line with industry standards. In doing so, the stewardship responsibilities of this role aim to leverage these products not just to provide efficient workflows, but also to serve as effective tools for constituent engagement and program monitoring.


  • Assists the Director of Innovation and Technology in leading collaborative processes to establish a shared vision for the platform, creating a long-term strategic plan and feature roadmap, and developing proposals for staffing and budget allocations.
  • Develops and leads product governance processes that drive a shared understanding of organizational-wide development needs, and clarity on how feature development and product investment decisions are made.
  • Helps lead complex feature development projects, including but not limited to writing and refining business requirements, developing acceptance testing criteria, overseeing user acceptance testing, facilitating change management processes, training, and feature release.
  • Establishes formal processes and ceremonies to ensure platform security, adherence to development standards, technical documentation expectations, platform health, system uptime and user management.
  • Develops and monitors a robust training and capacity building initiative aimed at providing new and existing staff members with the technical knowledge they need to own their products and reduce the administrative burden of Salesforce Administrators.
  • Provides oversight and project management support for external consulting and implementation partners for discovery projects, advisory services engagements, and managed application implementations.
  • Supervises a small team of staff and contracted Salesforce administrators, product managers, and business analysts; works with internal staff to develop professional development plans that keep the department abreast of emerging technologies.
  • Works with other internal product managers to create a culture of learning and continuous improvement for the methods used within IT to effectively manage complex technology products.
  • Occasionally conducts routine administrative tasks including but not limited to field and page configuration, account creation and management, data import, report and dashboard configuration, and business process automation.
  • Represents the department to stakeholders in the Salesforce ecosystem, and directly liaises with Salesforce on licensing needs, technical support, and customer success.
  • Perform related work as required

Minimum Entrance Qualifications:

  • At least three (3) years of full time, or equivalent part-time, professional experience in information technology or related field in work that included business analysis. Appropriate educational substitutions may be made.
  • Bachelor’s degree in computer science, IT, business or public administration or related field preferred.
  • Ability to communicate across stakeholder groups from diverse backgrounds and with various understandings of technology concepts and product management processes.
  • Ability to translate functional requirements into technical specifications and to communicate technical constraints or barriers to program staff.
  • Knowledge of product management processes, tools, and ceremonies that help build consensus on development priorities and drive progress on feature development.
  • Strong oral and written communication skills.
  • Strong attention to detail coupled with the ability to think about how project details fit into the bigger, strategic vision for the product.
  • Ability to build consensus among teams of diverse stakeholders, and to find paths forward in ambiguous situations.
  • Experience overseeing the contributions of other staff, including helping employees set goals, work toward deadlines, review and revise work products, and develop professional development plans.
  • Comfort with managing budgets for large, complex projects, and scoping, executing, and overseeing contracts with third party contractors.
  • An understanding of how to leverage technology solutions to help deliver robust performance management strategies.
  • Skill with working on multiple projects simultaneously and prioritizing tasks appropriately.

Additional Desired Skills and Qualifications

  • Salesforce Administrator certification.
  • SCRUM Master/Product Owner certification. Experience working in Agile product development environments.
  • Familiarity leading the development of public-facing portals for customers and partners to interface with core internal systems.
  • A master’s degree in computer science, information technology, management information systems, business, public administration, public policy, or another related field.


Location: 12 Channel St. Boston, MA 02210 (options to work 1-2 days remote may be available)




Union/Salary Plan/Grade: SEIU 888/N-24

Hours Per Week: 35



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