Program Manager

Massachusetts Bay Transportation Authority•Boston, MA

6d•Onsite

About The Position

At the MBTA, we envision a thriving region enabled by a best-in-class transit system. Our mission is to serve the public by providing safe, reliable, and accessible transportation. MBTA’s core values are built around safety, service, equity, sustainability, culture, and accessibility, and each employee that works for the MBTA performs their roles based on our vision, mission, and values. This includes attendance, participation, and contribution in local safety committee meetings as needed. Job Summary The Program Manager with the Technology Department ensures that rider- and Operations-facing technology—and the internal capabilities that support it—are not only launched but sustained and integrated within the realities of a large public transit authority. In this environment, digital initiatives must align with procurement processes, vendor contracts, capital planning cycles, compliance requirements, operational workflows, and cross-departmental priorities. The Program Manager supports and drives implementation across stakeholders, removes barriers to progress, manages vendors and lifecycle risks, and is accountable for delivering cross-boundary execution and sustaining the long-term health of the systems or capabilities they support.

Requirements

Bachelor's degree from an accredited institution.
Two (2) years of experience coordinating program activities including driving implementation across stakeholders, removing barriers to progress, and managing contractors/vendors and lifecycle risks.
Demonstrated familiarity with modern software development concepts and practices, gained through professional, academic, or hands-on experience.
Excellent written and verbal communication skills, with the ability to tailor and adapt communication for different audiences.
Strong systems-thinking skills, with the ability to understand how technical, operational, financial, and policy considerations interact.
Analytical ability to gather, clean, explore, and present data to inform operational decision-making.
As part of the selection process, candidates may be asked to complete and pass job-related assessments, which may include live case studies, a timed data exercise, or presentation.

Nice To Haves

More than four (4) years of experience coordinating program activities including driving implementation across stakeholders, removing barriers to progress, and managing contractors/vendors and lifecycle risks.
Experience working with or on a cross-functional technology team.
Experience working in a government agency or transit authority.
Demonstrated ability to take ownership of work and advance initiatives in ambiguous or constrained environments.
Demonstrated ability to navigate complex stakeholder environments and institutional constraints while advancing defined outcomes.
Knowledge of procurement, compliance, or public-sector contracting processes.
Experience incorporating accessibility or equity considerations into operational or technology initiatives.
Demonstrated experience using documentation, process design, or knowledge management practices to improve operational consistency, reduce recurring issues, or support long-term sustainability of systems.
Working familiarity with transit operations or experience with transit-related datasets.
Experience in customer service and conflict resolution, such as investigating issues experienced by the public and translating them for more technical teams.

Responsibilities

Serve as the primary point of coordination between TID teams and internal or external stakeholders.
Identify and surface and/or address institutional barriers that may affect cross-functional delivery or long-term sustainability.
Coordinate and/or manage vendor relationships, including performance monitoring, issue resolution, and alignment with contractual requirements and service expectations.
Monitor system performance and lifecycle risks related to supported systems or operational functions, including vendor dependencies, compliance requirements, budget constraints, and sustainability considerations.
Support the development and maintenance of processes for tracking performance, managing risks, and supporting ongoing operational improvements.
Create visibility for teams' stakeholders and MBTA leadership through data analysis, reporting, and clear communication.
Strengthen internal processes and cross-departmental practices that support implementation, maintenance, and long-term delivery of digital systems.
Perform all other duties and projects that may be assigned.
Additional responsibilities may include a focus on one or more departments or locations. See applicable addendum for department or location-specific functions.