Careers
Thanks for checking. We have no open positions at this time.
Head of Product – SaaS, AI & Social Impact
Location: Remote (U.S.-based)
Employment Type: Full-Time
About CommunityConnectLabs
CommunityConnectLabs (CCL) is a mission-driven technology organization that helps governments and nonprofits reach, serve, and empower marginalized communities. Our platform delivers accessible, mobile-first communication and AI tools to improve access to public services—from Medicaid and SNAP enrollment to elections, business licensing, and workforce development. With a focus on SMS, IVR, chatbots, and automation, we help public agencies deliver critical services more effectively, equitably, and at scale. We’ve supported over 10 million people across the U.S. and are recognized by Twilio.org, Amazon, Service to the Citizen, and New Media Ventures for our social impact innovation.
Position Summary
The Head of Product – SaaS, AI & Social Impact will drive the vision, strategy, and development of user-driven software products that deliver measurable outcomes for underserved communities. This senior leader blends product leadership, consulting expertise, technical fluency (Python/R), and AI/ML innovation, ensuring our platform remains cutting-edge and grounded in real-world public service needs. The ideal candidate is comfortable navigating ambiguity, passionate about social change, and capable of leading both high-level strategy and hands-on development. They are equally skilled at presenting to public sector executives and directing product teams to deliver results with speed, integrity, and impact.
Key Responsibilities
Product Vision & Strategy
Define and evolve the long-term product roadmap to drive both user value and social outcomes.
Champion data-driven innovation and a user-first mindset across all teams.
Consulting & Stakeholder Leadership
Lead discovery sessions and strategic consulting engagements with clients.
Align cross-functional stakeholders, ensuring goals are clearly defined and execution is aligned.
User Research & Analytics
Lead qualitative and quantitative research efforts using tools like Python and R.
Embed AI-powered feedback loops and behavior analytics into product iteration and strategy.
AI/ML Product Development
Oversee design, training, and deployment of AI models that support chatbots, outreach automation, and case management tools.
Ensure AI systems are explainable, ethical, reliable, and rigorously validated.
Social Impact Measurement
Define and implement outcome-based metrics that track product success and mission alignment.
Work with engineering and analytics teams to deliver reporting dashboards for funders and clients.
Market & Technical Analysis
Monitor SaaS, civic tech, and AI trends to inform product innovation.
Leverage your technical expertise to evaluate third-party tools, APIs, and competitive benchmarks.
Team Leadership
Lead and mentor a cross-functional team of product managers, engineers, QA engineers, and analysts.
Build strong internal systems for goal-setting, experimentation, and delivery excellence.
Qualifications
Education
Master’s degree or PhD preferred in computer science, engineering, data science, design, social science, or a related field.
Experience
5+ years of SaaS product management experience
2+ years in a consulting role, preferably with government or nonprofit clients
2+ years working with state or county government in health, human services, or public benefit programs
Documented success delivering software products that achieved quantifiable social impact
Direct experience designing, validating, and deploying AI/ML models in production environments
Skills
Proficient in Python and R for prototyping, analysis, and modeling
Deep understanding of the machine learning lifecycle: model training, validation, deployment, and monitoring
Outstanding communication and presentation skills, with experience guiding public sector stakeholders
Expertise in user-centered design, research methodologies, and accessibility best practices
Demonstrated ability to lead cross-functional teams and manage complex projects
Empathy for diverse users and a commitment to advancing equity through technology
Preferred Attributes
Passionate about mission-driven, public-benefit technology
Analytical and impact-oriented, with a strong sense of product ownership
Thrives in fast-paced, early-stage environments
Experienced in building interdisciplinary teams across product, AI/ML, UX, and engineering
Compensation & Benefits
We value our people and offer a supportive, mission-aligned culture with competitive compensation:
Competitive salary based on experience and qualifications
Health, dental, and vision insurance
Generous paid time off and sick leave
Professional development stipend
Flexible work hours and remote work environment
Periodic in-person team retreats and conferences
The opportunity to directly positively impact millions of people
To Apply
Please send your resume and a brief cover letter to [email protected] with the subject line: Head of Product.
Customer Success and Implementation Associate
About CommunityConnect Labs
CommunityConnect Labs (CCL) is a tech-first nonprofit social enterprise that empowers governments and nonprofits to engage underserved communities through mobile-first, multilingual solutions. Our SMS, IVR, and chatbot platforms help state and local agencies improve health outcomes, support public benefit enrollment, and reduce procedural churn.
We’ve helped over 10 million people access the services they need – from COVID relief to voter engagement to Medicaid renewals. Our work has generated billions in impact, earned national recognition, and received awards from Twilio, Amazon, and New Media Ventures.
The Opportunity
We’re looking for a detail-oriented, data-savvy, client-facing Implementation and Customer Success Associate to join our growing team. In this role, you’ll lead onboarding and support for clients including state governments, nonprofits, and health plans—ensuring they launch impactful digital outreach campaigns that serve their communities.
You’ll manage implementation timelines, configure and test solutions, translate client goals into technical requirements, and contribute to continuous improvement across our products and services. This is a high-ownership, high-impact role for someone who thrives at the intersection of people, product, and process.
Your Key Responsibilities
Implementation & Customer Success
Lead client implementations: scope, timeline, milestones, and communications
Translate client goals into product configurations and customizations
Deliver trainings, demos, and onboarding support to clients and their partners
Manage client communications: gather feedback, resolve issues, and build trust
Provide proactive guidance to ensure strong outreach outcomes
Product Configuration & Data Operations
Configure SMS/chatbot flows and mobile-first surveys based on client needs
Conduct contact list validation, data hygiene, and quality checks
Set up A/B tests, tags, campaign logic, and automated reporting
Collaborate with engineers and QA to test workflows and ensure reliability
Track and report on campaign engagement metrics and success KPIs
Cross-Team Collaboration
Serve as a liaison between client teams and internal engineering, QA, and data
Contribute to knowledge bases and internal documentation
Support improvements to onboarding, reporting, and troubleshooting processes
Participate in the evolution of tools and best practices across implementations
Additional Contributions
Support upsell, renewal, or expansion conversations with existing partners
Provide sales support with pre-sales scoping or demonstrations
Contribute to internal analytics, chatbot training data, or automation tools
Qualifications
Required
2–5 years experience in implementation, customer success, or digital outreach
Strong communication and relationship-building skills with external stakeholders
Experience managing multiple projects and meeting deadlines in a fast-paced setting
Demonstrated technical fluency: ability to configure tools, interpret logs, test flows
Experience with data analysis and tools like SQL, Google Sheets, or Tableau
Organized, proactive, and accountable—able to work independently and remotely
Empathy and commitment to serving low-income, immigrant, and historically excluded communities
Preferred
Experience with SMS, mobile messaging, or chatbot platforms
Familiarity with government or nonprofit operations and service delivery
Exposure to data reporting, visualization, or campaign performance analysis
Experience with QA processes, A/B testing, or customer engagement strategies
Knowledge of digital marketing, civic tech, or public health tools
Why Join Us
Mission-driven work: Your work will directly improve access to healthcare, housing, food, and civic resources for millions of underserved people
Startup energy with social impact: We move fast, learn quickly, and prioritize access and impact for those who need it most
Remote-friendly and flexible: We’re fully remote and support flexible work schedules
Diverse and inclusive culture: We’re an international, majority-women team that values lived experience and different perspectives
Growth opportunities: We invest in professional development and leadership pathways
Compensation & Benefits
Competitive salary based on experience
Health, dental, and vision insurance
Generous PTO and sick leave
Professional development stipend
Opportunities for travel (5–10%) for client meetings and team retreats
To Apply: Please email resume and cover letter to [email protected].