OCM Specialist (Contractor Position)

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.

• 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

• 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.

• A High School Diploma or GED with an additional nine (9) years of directly related experience substitutes for the bachelor's degree requirement.
• An associate degree with an additional five (5) 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 in change management substitutes for one (1) year of experience

• 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 (or supervise, if required).
• 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), including overall employment, job performance, discipline, and safety records (infractions and/or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection).
• 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, including (for some transit / operations roles) up to twenty-four (24) hours per day, seven (7) days per week as necessary to accommodate severe weather conditions, emergencies, or any other circumstances that may potentially impact service or the safety of service.
• 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.

Disclaimers and Definitions:

1. General Disclaimer: The statements contained in this job description are intended to describe a summary, general nature, and complexity of typical job functions and do not represent an exhaustive list of all duties, tasks, and responsibilities required of staff assigned to this position.
2. Application Completion: It is each applicant’s responsibility to ensure application details are entered completely and correctly, including updated work and education histories (past and current). Incomplete applications may not be considered. Attachments do not substitute for application fields. The recruitment team does not have access to existing employee data / history.
3. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.
4. Work Environment: The physical demands and work environment characteristics described here-in are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform essential functions. See job description for role-specific requirements.
5. Work Eligibility: All employees must be legally authorized to work in the United States and on an unrestricted basis. The MBTA does not have an employer work sponsorship program. However, if you have unrestricted work authorization, or are sponsored by a separate entity, you are welcome to apply. Further, all persons hired will require a U.S. Social Security Number prior to starting the position and employees will be required to complete a Form I-9 to verify their identity and eligibility to work in the U.S.
6. Interviews: Candidates should ensure they arrive on time, are prepared, can remain for the duration, and if remote, are in a quiet place without distraction, for the interview. Candidates who do not attend their interview without advance authorization, including an email confirmation of a rescheduled time/date from Human Resources, will be considered a no-show and disqualified from consideration for the position. Related to rescheduling, on a one-time basis, and due to something emergent, you may be allowed to reschedule the interview. In addition, Human Resources may require documentation supporting the request. However, should you need to reschedule, you will need to contact your Recruiter directly by email.
7. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing.
8. On-call or 24/7 Positions: Employees working in this classification must be available to respond to page / text / call and report to work as determined by assigned department or the Authority.
9. Essential / Emergency Staff: During declared "states of emergency," employees working in this classification are required to report to work for their assigned work hours or as directed by management.
10. ADA Accommodations: The MBTA makes reasonable accommodations for applicants with disabilities. If you require an accommodation during this process, please contact the MBTA's ADA Unit at View phone number on job-api.jobget.com or View email address on job-api.jobget.com .
11. Diversity, Equity, and Inclusion: The MBTA is an Equal Employment Opportunity Employer . For terms, descriptions, and definitions related to diversity, equity, inclusion, veteran status, and immediate family members that you may find on the application form, please visit mbta.com/careers-app-definitions .
12. Intern / Co-Op 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. However, no additional benefits are currently offered for interns or co-ops.