Deputy Director of Rider Tools

Job Summary: The Deputy Director of Rider Tools leads the program management, operational, and stakeholder functions that enable the MBTA’s 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 Bachelor’s 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 bachelor’s degree requirement. An associate’s degree from an accredited institution and 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 (1) year of experience. Preferred Experience & SkillsMaster’s degree in Transportation Planning, Computer Science, Engineering, Economics, Urban Planning, Data Science, Public Administration, or a related field. Public procurement experience including 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, 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

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. 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. Application Deadlines: Applicants should apply as soon as possible, as the MBTA may stop considering applicants after a sufficiently large applicant pool is established.

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. 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.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. Safety Sensitive Positions: Employees working in this classification will be subject to periodic physical examinations plus random drug and alcohol testing. 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. 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. 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 617-222-5751 or hradaaa@mbta.com .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 .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.