"Alerted.org

Product Manager Websites

Job ID:

251040

Location:

DC - L'Enfant Plaza

Full/Part Time:

Full-Time

Posting Open-Close

11/18/2025

-

11/28/2025

Union

NRP

Regular/Temporary:

Regular

Job Description

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. To advance this mission, our Customer Experience Programs team is seeking a talented, mid-career Product Manager to own one of our most visible and critical customer touchpoints: a brand-new customer-facing website. This is not a maintenance role; it's a mission to redefine a digital tool, requiring you to own the vision, strategy, and roadmap for a platform focused on putting the most needed functions specifically real-time service alerts, trip planning, and ETAs directly into our customers' hands. We are looking for a professional who can deliver a clear product vision while mastering execution details, demonstrating a proven product vision and deep web strategy expertise. Strong technical execution is essential, including direct experience with our chosen CMS: Adobe Experience Manager (AEM). The successful candidate must excel at aligning competing priorities across internal teams and maintain a strong rider-first mindset. If you are a highly organized, self-directed professional ready to lead a product that impacts millions of daily decisions, we encourage you to apply and help drive the future of Metro Customer Experience.

Minimum Qualifications

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

Medical Group

Ability to complete satisfactorily the medical examination for this job. The incumbent must be able to perform the essential functions of the job with or without reasonable accommodation.

Summary

The Product Manager leads the design and implementation of wmata.com, 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 wmata.com 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 wmata.com provides customers with accurate, accessible, and timely information for planning and completing their journeys across the Metro system.

Job Duties

+ Defines and documents key opportunities and problem spaces related to wmata.com 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 wmata.com 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 wmata.com 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 wmata.com.

+ Ensures website compliance with accessibility standards, security requirements, and agency policies while maintaining optimal user experience.

+ Leads development and maintenance of the wmata.com content roadmap and feature backlog.

+ Identifies highest ROI digital solutions that address customer information needs and improve online service delivery.

Other Duties

+ Collaborates with UX and web analytics teams to analyze wmata.com user behavior and identify improvement opportunities.

+ Defines core problem statements for website functionality, content gaps, and user experience pain points.

+ Partners with UX Manager to execute user testing and A/B testing for wmata.com features to ensure customer feedback drives website improvements.

+ Promotes and advocates for digital-first approaches in customer service delivery and website optimization

+ Collaborates in digital launch planning for new website features, service announcements, and content updates.

+ Advises leadership on critical website improvements, content management needs, and digital infrastructure requirements.

+ Develops and manages website update schedules, content publishing workflows, and digital project timelines in collaboration with web development and content teams.

+ Maintains and promotes awareness and accountability with safety policies and procedures while performing job functions. Promotes a positive safety culture and encourages reporting of safety concerns consistent with our Agency Safety Plan, other regulatory requirements within the Safety Management System and just culture principles.

The** **functions** **listed are not intended to limit specific duties and responsibilities of any particular position. Nor is it intended to limit in any way the right of managers and supervisors to assign, direct and control the work of employees under their supervision.

Evaluation Criteria

Consideration will be given to applicants whose resumes demonstrate the required education and experience. Applicants should include all relevant education and work experience.

Evaluation criteria may include one or more of the following:

+ Skills and/or behavioral assessment

+ Personal interview

+ Verification of education and experience (including certifications and licenses)

+ Criminal Background Check (a criminal conviction is not an automatic bar to employment)

+ Medical examination including a drug and alcohol screening (for safety sensitive positions)

+ Review of a current motor vehicle report

Closing

WMATA is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, disability, status as a protected veteran, or any other status protected by applicable federal law.

This posting is an announcement of a vacant position under recruitment. It is not intended to replace the official job description. Job descriptions are available upon confirmation of an interview.