Program Manager

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. This includes attendance, participation, and contribution in local safety committee meetings as needed.

About the Role

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.

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.

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.

Qualifications

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.

• A High School Diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelor’s degree requirement.
• An associate degree from an accredited institution with an additional three (3) years of directly related experience substitutes for the bachelor’s degree requirement.
• A master’s degree in a related subject substitutes for two (2) years of general experience.
• A nationally recognized certification, or statewide/professional certification in a related field substitutes for one year of experience.

Preferred Experience & Skills

• 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.

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 if 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.

Benefits

Employees taking part in an internship or co-op at the MBTA are eligible to receive accrued paid sick leave as well as a monthly transportation pass, based on the city from which the intern / co-op commutes to work, at no cost.