Product Manager Websites

Overview

The Washington Metropolitan Area Transit Authority (WMATA/Metro) is transforming how thousands of people navigate the DC metro area every day, and we believe world-class transit requires world-class digital tools. Our Customer Experience Programs team is seeking a mid-career Product Manager to own a brand-new customer-facing website. This is not a maintenance role; it is a mission to redefine a digital tool, requiring you to own the vision, strategy, and roadmap for a platform focused on real-time service alerts, trip planning, and ETAs delivered to our customers.

We are looking for a professional who can deliver a clear product vision while mastering execution details, with deep web strategy and strong technical execution, including experience with our CMS:
Adobe Experience Manager (AEM). The successful candidate should excel at aligning competing priorities across internal teams and maintain a rider-first mindset. If you are highly organized and self-directed, ready to lead a product that impacts millions, we encourage you to apply and help drive the future of Metro Customer Experience.

Education

• Bachelor s degree in Business Administration, Information Systems, Customer Experience, or related field

Experience

• A minimum of seven (7) years of full-cycle website product/project management experience to include enterprise Content Management Systems (CMSs). Experience must also include the following:
• Demonstrated experience in stakeholder management across IT, operations, and customer-facing departments
• Experience with agile methodologies and cross-functional team leadership in technology implementation projects
• Strong analytical background with experience developing KPIs and measuring system performance and user adoption
• Experience working with vendors and managing external partnerships for software implementation and support

Certification/ Licensure

• N/A

Preferred Qualifications

• Professional certification in Product Management, Project Management (PMP), or CRM platforms preferred

The Product Manager leads the design and implementation of , Metro s primary digital touchpoint that serves millions of customers seeking trip planning, service information, and transit resources. The incumbent utilizes design thinking, skills, and methodologies to create user-friendly digital experiences through the  web platform, mobile optimization, and integrated digital services. The incumbent facilitates continuous enhancement of Metro s digital brand presence and ensures seamless information delivery by collaborating with web developers, UX designers, content strategists, IT teams, and other stakeholders to ensure that  provides customers with accurate, accessible, and timely information for planning and completing their journeys across the Metro system.

• Defines and documents key opportunities and problem spaces related to  user experience and digital service delivery.
• Supports setting customer-centric KPIs/success metrics for website performance, including user engagement, conversion rates, and customer satisfaction with digital services.
• Collaborates with leadership to align website KPIs to authority and department goals, ensuring digital performance metrics are socialized among stakeholders.
• Measures website analytics, user behavior data, and customer feedback quantitatively and qualitatively to inform  optimization decisions.
• Maintains core website documentation (e.g. content strategy, user journeys, success metrics, feature backlog) to share vision with stakeholders.
• Identifies and mitigates website risks including accessibility compliance, performance issues, and content accuracy problems.
• Troubleshoots  technical issues and coordinates with Adobe specialists, IT vendors, and internal teams for rapid resolution.
• Documents and prioritizes website bugs, content errors, and user experience issues, serving as the internal subject-matter expert for
• Ensures website compliance with accessibility standards, security requirements, and agency policies while maintaining optimal user experience.
• Leads development and maintenance of the  content roadmap and feature backlog.
• Identifies…