Head of Rider Tools & Strategic Programs

MBTA; Boston (MA); On-site; USD 180,000 - 260,000; Full time

Job summary

MBTA seeks a Deputy Director of Rider Tools to lead program management, operations, and stakeholder functions for the rider information ecosystem. You will coordinate with Product Management, UX, and Engineering leadership to align MBTA priorities with executable plans and ensure teams have the resources and partnerships needed.

You will supervise staff, manage vendors and procurements, and drive governance and delivery of cross-department initiatives while supporting financial planning and

Qualifications

• Bachelor’s degree requirement and substitutions as listed.
• Experience leading program management functions across technology, transportation operations, and planning.
• Experience managing complex stakeholder relationships including vendors.
• Experience with product or project management in tech or civic technology contexts.
• 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.
• Experience with GTFS, real-time transit APIs, or other open mobility data standards.

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 escalation and decision-making point for the Rider Tools program.
• Establish clear goals, priorities, and expectations for direct reports, aligning with departmental and Authority objectives.
• Lead program management and operational functions that support Rider Tools initiatives across technology teams, operations, vendors, and external partners.
• Develop and maintain governance, planning, and delivery processes for strategic initiatives and technology-enabled capabilities.
• Lead triage, scoping, and delivery of cross-functional initiatives, coordinating stakeholders and managing delivery risks.
• Establish and maintain processes for rider inquiries, stakeholder requests, escalations, audits, and compliance.
• Build and maintain relationships with stakeholders across MBTA; represent Rider Tools in governance bodies and cross-departmental groups.
• Manage vendor relationships and support procurement, contracting, and invoicing activities.
• Support financial planning and administrative activities for Rider Tools, including forecasting and grant-funded projects.
• Represent MBTA in engagements with peer agencies, industry organizations, and external partners.
• Perform all other duties as assigned.

Skills

Program management

Vendor management

Stakeholder management

Cross-functional leadership

Procurement

Financial planning

Governance processes

Operations leadership

Project coordination

Education

Bachelor’s degree in Transportation Planning, CS, Engineering, Economics, Urban Planning, Data Science, Public Administration, or related

HS diploma +7 years related experience

Associate degree +3 years related experience

Master’s degree substitutes for two years experience

Master’s degree in Transportation Planning, CS, Engineering, Economics, Urban Planning, Data Science, Public Administration, or related

Certification substitutes for one year

Job description

MBTA seeks a Deputy Director of Rider Tools to lead program management, operations, and stakeholder functions for the rider information ecosystem. You will coordinate with Product Management, UX, and Engineering leadership to align MBTA priorities with executable plans and ensure teams have the resources and partnerships needed.

You will supervise staff, manage vendors and procurements, and drive governance and delivery of cross-department initiatives while supporting financial planning and