Leading Product Work in a World Where Failure Isn’t an Option

When your “product” is clean drinking water, the margin for error is… basically zero. In this episode, Portland Water Bureau Interim Director Quisha Light takes us inside the realities of leading innovation in a space defined by public trust, mission-driven work, slow-moving systems, and life-or-death stakes. From navigating union constraints to modernizing customer service to preventing $14K leak disasters, Quisha reveals what it really takes to move a legacy public organization forward — without breaking what people rely on most.

Key Topics Discussed in This Episode

1. Innovating when you can’t just “move fast and break things”

Quisha explains why public-sector work requires careful experimentation, meticulous community engagement, and a deep understanding of real human consequences.

2. Building a product culture inside government constraints

From union rules to multi-month approvals to city council hearings, Quisha breaks down how she rebuilt a learning culture and empowered teams to try small bets responsibly.

3. Customer obsession when “customers” = your entire city

How she reframed Portland’s water services around accessibility, self-service, data-driven decisions, and a singular mission: keep families safe, supported, and never in the dark.

Why Listen to This Episode?

In this powerful conversation, you’ll learn how to:

Turn product principles into public-good impact — even when your org moves at government speed

Build innovation into legacy systems without risking public trust

Lead mission-driven teams who genuinely care about the community

Design services for vulnerable customers with dignity, empathy, and real-world awareness

Reignite purpose when product work starts feeling disconnected from impact

If you’ve ever wondered what product leadership looks like when your “users” are literally everyone, this episode is your blueprint.

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