OCM Specialist (Contractor 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 performs their roles based on our vision, mission, and values.

About the role

The MBTA is launching a digital transformation initiative that equips frontline employees with streamlined, mobile-first tools for accessing safety-critical resources and contributing remote data from the field. As part of this initiative, the Organizational Change Management Specialist (OCM Specialist) will ensure that all stakeholders—from supervisors to operators—are aligned, engaged, and equipped to adopt the new technology. This individual will focus on fostering change readiness, crafting clear and compelling communications, leading audience engagement strategies, and ensuring a seamless end-user experience. The OCM Specialist will be a visible, trusted face of the transformation, building relationships with teams across the Authority, especially those traditionally hesitant about change. This is a term-limited and project-specific contractor position that is not employed directly by the MBTA. This hybrid position requires being in the office at least two (2) days per week.

Responsibilities

• Facilitate the change management workstream of the digital initiative, including strategy development, stakeholder analysis, and execution
• Develop and execute a communication plan that translates technical implementation milestones into user-centric messaging tailored to specific audiences (frontline staff, managers, executives)
• Act as a liaison between project leadership and field staff, capturing input and feedback to refine rollout strategies and maximize adoption
• Partner with Training and Communications teams to design and deliver engaging educational materials and toolkits that support behavioral change
• Identify and mitigate change-related risks and resistance through targeted interventions and continuous dialogue
• Measure and report on change readiness, communication effectiveness, and user adoption using surveys, in-person interviews, and metrics dashboards
• Collaborate with program management to align change management plans with overall project timelines and implementation activities
• Coordinate implementation and internal ambassador programs that reinforce key messages and build momentum for change
• Develop internal case studies and success stories to demonstrate impact and drive cultural shifts
• Perform related duties and projects as assigned
• Coordinate with other project team members including contractors, outreach staff, and MBTA stakeholders

Requirements

• A bachelor’s degree from an accredited institution in communications, organizational psychology, business, or related field
• Five (5) years of professional experience leading organizational change initiatives, preferably in a unionized, public sector, or transportation environment
• Demonstrated excellence in audience-specific messaging, engagement strategy, and communication planning
• Proven experience navigating resistance to change through empathy, relationship-building, and face-to-face dialogue
• Strong understanding of user experience principles as they relate to behavior change and technology adoption
• Experience with change frameworks such as Prosci ADKAR, Kotter, or similar
• Excellent written and verbal communication skills, including storytelling, presentation development, and facilitation
• Ability to work collaboratively across disciplines and levels, and influence without authority
• High emotional intelligence, active listening, and the ability to connect with a wide variety of audiences
• Skilled in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams), and familiarity with collaboration tools such as Miro, Smartsheet, or Asana
• Experience tracking and analyzing communication metrics and adjusting strategies accordingly

Qualifications

Substitutions for the bachelor’s degree requirement include:

• A High School Diploma or GED with an additional nine (9) years of directly related experience
• An associate degree with an additional five (5) years of directly related experience
• A master’s degree in a related subject substitutes for two (2) years of general experience
• A nationally recognized certification in change management substitutes for one (1) year of experience

Preferred Experience & Skills

• Experience implementing large-scale technology solutions in a field-based, frontline workforce
• Familiarity with transit operations, safety systems, or compliance-based environments

Job Conditions

• Ability to effectively read, comprehend, communicate, and respond to instructions, orders, signs, notices, inquiries, etc. in English
• Be at least eighteen (18) years of age, except if participating in an approved high school internship / co-op program
• Ability to commute to assigned work locations in the Boston, MA metro area, as required by the role
• Ability to provide internal and external customers with courteous and professional experiences
• Ability to work effectively, independently, and as part of a diverse workforce team
• Ability to uphold the rights and interests of the MBTA while building and maintaining effective relationships with employees and co-workers
• Ability to adhere to rules, regulations, collective bargaining agreements (if applicable), and policies of the MBTA, including the EEO, anti-discrimination, anti-harassment, and anti-retaliation policies
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting (unless current student or recent graduate)
• Ability to pass a Criminal Offender Record Information (CORI) check, comprehensive background screening, and/or medical Clinic screening, potentially including physical examination and drug and alcohol screenings
• Ability to work all shifts and/or locations assigned, directed, or necessary for this position

Intern / co-op staff must be enrolled full or part-time in an accredited educational program and maintain a cumulative GPA of at least 2.5 for the entire duration of the internship / co-op. Additionally, interns / co-ops must have valid work authorization and U.S. Social Security Number prior to starting pre-employment screenings / pre-boarding, working in their positions, and throughout the duration of their program.