Deputy Director of Rider Tools

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

Job Summary

The Deputy Director of Rider Tools leads the program management operational and stakeholder functions that enable the MBTAs rider information ecosystem. Working closely with Product Management User Experience and Engineering leadership this role ensures that rider information initiatives are effectively coordinated across MBTA departments technology systems vendors and external partners.

The Deputy Director is responsible for translating MBTA priorities into executable plans and ensuring that Rider Tools product teams have the organizational support resources and partnerships necessary to deliver high-quality rider information experiences. This includes leading cross-departmental initiatives managing procurements vendor relationships audits and operational processes supporting financial planning and capital delivery activities and coordinating responses to emergent operational needs and major service changes.

Duties & Responsibilities

• Directly manage program management staff and contractors including hiring onboarding performance management coaching and professional development.
• Act on behalf of Rider Tools leadership as delegated and serve as a designated point of escalation and decision-making for the Rider Tools program as assigned.
• Establish clear goals priorities and expectations for direct reports ensuring alignment with departmental and Authority objectives.
• Lead the program management and operational functions that support Rider Tools initiatives ensuring effective coordination across technology teams operational departments vendors and external partners.
• Develop and maintain the governance planning and delivery processes required to execute strategic initiatives operational priorities and technology-enabled organizational capabilities.
• Lead the triage scoping and delivery of cross-functional or cross-departmental initiatives coordinating stakeholders dependencies and organizational readiness activities while proactively managing delivery risks.
• Establish and maintain processes for responding to rider inquiries stakeholder requests operational escalations audits and compliance activities.
• Build and maintain effective working relationships with stakeholders across the MBTA and represent Rider Tools in cross-departmental working groups governance bodies audits and Authority-wide initiatives.
• Manage vendor relationships and support procurement and contracting activities including vendor evaluations contract administration performance monitoring and invoice review.
• Support financial planning and administrative activities for Rider Tools initiatives including forecasting reporting grant-supported projects procurement coordination and funding requests.
• Represent the MBTA in engagements with peer agencies industry organizations academic institutions technology vendors and other external partners as appropriate.
• Perform all other duties and projects that may be assigned.

Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.

Supervision

• Directly supervise up to five (5) employees.

Minimum Requirements & Qualifications

• Bachelors degree from an accredited institution in Transportation Planning Computer Science Engineering Economics Urban Planning Data Science Public Administration or a related field.
• Five (5) years of progressively responsible experience in Technology Transportation Operations and/or Transportation Scheduling and Planning leading program management functions including coordinating cross-departmental work managing vendors and procurements and responding to operational needs.
• Two (2) years of supervisory managerial and/or leadership experience.
• Experience with product or project management practices in a technology company or civic technology (e.g. public sector digital team) context
• Experience managing complex stakeholder relationships including vendors.

Substitutions

• A high school diploma or GED with an additional seven (7) years of directly related experience substitutes for the bachelors degree requirement.
• An associates degree from an accredited institution and an additional three (3) years of directly related experience substitutes for the bachelors degree requirement.
• A masters 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 (1) year of experience.

Preferred Experience & Skills

• Masters degree in Transportation Planning Computer Science Engineering Economics Urban Planning Data Science Public Administration or a related field.
• Public procurement experienceincluding RFP development evaluation criteria and vendor selection.

• Experience with web and mobile app development in a consumer technology context.
• Experience with digital marketing digital communications search or related disciplines that influence how people discover and engage with information.
• Experience with GTFS real-time transit APIs or other open mobility data standards.

Job Conditions:

• Ability to effectively read comprehend communicate and respond to instructions orders signs notices inquiries 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 diverseworkforce 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 Numberprior 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 applicants 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 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 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 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 MBTAs ADA Unit at or .
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 / Co-Op Benefits: Employees taking part in an internship orco-opat 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-opcommutes to workat no cost. However no additional benefits are currently offered for interns orco-ops.

Required Experience:

Director