Program Manager

Posting number: 26-20123

Department: MBTA - Technology Innovation Division

Division: 863-Technology Innovation Division

Job classification: Program Manager (Baseline) (Technology Innovation Department)

Posting type: Open/External and Promotional/Internal

Categories: IT and Computers, Customer Service

SummaryThe 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. Examples of duties

• 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.

Supervision

• No direct reports.

Qualifications

• 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.

Substitutions

• 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.

Supplemental information

• 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.