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Head of Product – AI, SMS & 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, and AI 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.
About the Role
The Head of Product drives the vision and implementation of user-driven SaaS products that deliver measurable social impact. This leader must have a strong background in consulting, analytics, and technical expertise—including proficiency in Python, R, and hands-on leadership of AI model development, verification, and training.
We’re looking for someone who is curious, empathetic, and driven by user understanding—someone who listens carefully, conducts user research, and translates real-world feedback into simple, effective solutions.
Responsibilities
Product Vision & Strategy: Develop and advance a product vision that is data-informed, innovative, and aligned with organizational and social objectives.
Consulting & Stakeholder Management: Apply consulting best practices to ensure strategic alignment and strong partnerships across clients, agencies, and cross-functional teams.
User Research & Analytics: Champion advanced user research practices, leveraging qualitative and quantitative methods—and applying Python/R and AI-driven techniques for actionable insights.
AI Leadership: Direct the design, development, training, and verification of AI and machine learning models to enhance product functionality and social impact. Ensure AI models are reliable, explainable, and thoroughly validated for quality and accuracy.
Social Impact Measurement: Implement data-driven frameworks to track, report, and improve product outcomes with a focus on social impact, using modern tools and AI analytics where appropriate.
Market & Technical Analysis: Stay at the forefront of SaaS, AI, and social impact trends; utilize technical expertise for market analysis, product enhancement, and competitive differentiation.
Qualifications
Education: Master’s degree or PhD preferred in social science, computer science, engineering, data science, design, or a related field.
Experience:
- 5+ years of product management in SaaS environments
- 2+ years experience working for County or State government agencies in health or human services
- 2+ years of consulting experience with proven strategic capability
- 2+ years of hands-on user research, leveraging qualitative and quantitative methodologies
- Documented success delivering products with quantifiable social impact
- Direct experience with AI product development, training, and verification, including deploying these models to solve real-world problems
- Familiarity with SMS and AI products
Required Skills
- Proficient in analytics, prototyping, and AI development
- Extensive knowledge of AI/ML model building, validation, deployment, and monitoring
- Exceptional leadership, communication, and project management abilities
- Deep expertise in SaaS product development and user-centered design
- Advanced analytics and data management skills
- Experience managing cross-functional teams and diverse, complex projects
- Familiarity with organizations in the social sector, government, or public-benefit spaces
Preferred Skills
- Passionate about advancing mission-driven, public-benefit solutions
- Analytical and data-driven, with deep experience in AI and measurable social outcomes
- Curious and user-focused, with demonstrated listening and research skills
- Comfortable navigating fast-paced, ambiguous environments
- Established record of motivating and mentoring teams across product, engineering, AI/ML, analytics, and design
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.
Senior Implementation and Customer Success Manager
About CommunityConnect Labs
CommunityConnect Labs empowers governments to engage and deliver effective services. 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 essential services. Our work has generated billions in impact and earned recognition from Twilio, Amazon, and New Media Ventures.
The Opportunity
Ready to scale digital outreach that changes lives? We need a Senior Client Success & Implementation Manager who turns complex government challenges into seamless, high-impact campaigns.
You’ll own our biggest accounts—state agencies, health systems, major nonprofits—driving implementations that reach millions. You’ll architect sophisticated SMS and chatbot solutions and be the trusted advisor clients call when the stakes are highest.
Key Responsibilities
Implementation & Customer Success
- Strategic Implementation & Client Leadership
- Own enterprise implementations for state agencies and major health systems
- Manage C-level relationships and drive organization-wide adoption
- Develop implementation playbooks and mentor junior team members
Technical Leadership & Product Configuration
- Architect sophisticated SMS/chatbot workflows handling millions of interactions
- Turn client goals into bulletproof technical specifications
- Partner with engineering on custom integrations and platform innovations
Data Analysis & Reporting
- Build dashboards that prove ROI and drive strategic decisions
- Create compelling executive reports that secure renewals and expansions
- Use predictive analytics to anticipate client needs and prevent churn
Cross-Functional Leadership
- Lead process improvements across implementation and customer success
- Drive upsell and expansion conversations with strategic accounts
- Serve as voice of customer in product development discussions
Qualifications
Required
- 6+ years leading client success or digital campaign implementations
- 2+ SMS/chatbot expertise: Hands-on experience building mobile messaging campaigns
- Data-driven mindset: Experience with reporting and analytics tools (SQL, Tableau, etc.) with eagerness to dive deeper into campaign performance insights
- Enterprise credibility: Managing complex client relationships and high-value implementations
- Technical fluency: Troubleshoot workflows, interpret logs, collaborate with engineering
- Leadership experience: Managing teams and driving process improvements
- Mission alignment: Commitment to serving underserved communities
Preferred
- Government agency or health system experience
- Civic tech or public health technology background
- API integrations and compliance knowledge (HIPAA, government sectors)
Why Join Us
- Mission impact: Your work helps millions access healthcare, housing, and essential services
- Strategic influence: Shape how governments leverage technology to serve communities
- Remote-first culture: Work anywhere with a results-focused team
- Growth opportunities: Expand leadership responsibilities in a fast-growing organization
Compensation & Benefits
- Competitive senior-level salary
- Full health, dental, vision coverage + generous PTO
- Professional development stipend
- Travel opportunities (10-15%)
To Apply: Please email resume and cover letter to [email protected].